Senior Leader, Customer Experience

RH; West Jefferson (OH); On-site; USD 90,000 - 150,000; Full time

Job summary

RH is seeking a Senior Leader, Customer Experience to drive a cross-functional team toward delivering world-class service. You will set strategy and ensure execution of the core objective: a luxury experience for every client, both in-store and across platforms.

You will lead, coach and inspire associates, elevate product knowledge and service standards, and partner with other functions to continuously improve customer outcomes and brand value.

Qualifications

• 5+ years in a customer-facing role with 3+ years leading a team
• Excellent interpersonal and leadership skills
• Ability to handle escalated issues effectively
• Commitment to quality with attention to detail
• Strong analytical and decision-making skills
• Loves fast-paced, high-energy environment

Responsibilities

• Live the RH vision, values and beliefs daily
• Represent the RH brand with professionalism and polish
• Create a luxury customer experience and lead teams to deliver top service
• Develop associates to achieve service metrics and career goals
• Collaborate with cross-functional partners to grow the business
• Coach and lead teams to achieve KPI results while controlling expenses
• Drive customer delight and revenue through product knowledge and service excellence

Skills

Customer experience

Team leadership

Communication

Problem solving

Strategic thinking

Flexibility

Cross-functional

Tools

Order management software

MacOS / Windows

PC applications

Job description

RH at its core is about taste, and we believe the idea of scaling taste is large and far reaching.

The RH brand attracts the best designers, artisans, manufacturers and talent in our industry, scaling and rendering their work more valuable across our integrated platform, enabling us to curate the most compelling collection of luxury home furnishings in the world. We are moving the brand beyond curating and selling products to conceptualizing and selling spaces by building an ecosystem of products, places, services and spaces that elevates and establishes the RH brand as a global thought leader, taste and place maker.

At RH we believe deeply that the "right" people are our greatest asset. We value people with high energy, who possess the ability to energize others. People who are smart, creative and have a point of view. People who see the answer in every problem, versus those who see the problem in every answer. People who are driven, determined and won't take "no" for an answer. We value team players, people who are more concerned with what's right, rather than who's right.

RH is seeking a Senior Leader, Customer Experience to lead a cross-functional team focused on setting strategy to ensure execution of our core objective: providing world-class service to our customers. This role will set the pace and deliver first-class service internally so our Associates can deliver a luxury experience externally.

YOUR RESPONSIBILITIES

• Live Our Vision, Values and Beliefs every day
• Represent the RH brand through polished communication, personal appearance and professionalism
• Create a luxury customer experience and lead teams to deliver the highest level of service to our clients
• Drive, lead, and develop our associate team, empowering them to deliver luxury care
• Attract and retain the right talent who uphold personal and professional standards
• Educate, inspire, and lead associates to reach their highest potential, both in terms of service metrics and career goals
• Communicate the RH design point of view and product assortment
• Drive and embrace change to deliver top results with a positive attitude
• Establish close relationships with cross-functional partners to continually develop strategies that grow the business and result in heightened customer experiences
• Coach, lead and develop teams to drive KPI results and control bottom-line expenses
• Drive customer delight and revenue through elevated product knowledge and unparalleled service
• Instill in the team a keen understanding of luxury needs and expectations with passion for design and home furnishings

OUR REQUIREMENTS

• 5+ years experience in a customer-facing role, with 3+ years team leadership experience
• Proficiency with Mac or Dell Operating Systems, excellent knowledge of PC applications and order management software
• Professional acumen in order to interact with and handle various escalated issues from internal and external customers
• Superior interpersonal and leadership skills with a passion for service
• Exceptional analytical, problem-solving and decision-making skills
• Commitment to Quality with exceptional attention to detail
• Extremely perceptive individual, capable of relating to individuals at all levels
• Learns from opportunities, seeks constructive feedback from colleagues and Leadership to improve results
• Strategic and mental agility, works well under pressure in a fast-paced and high energy work environment
• Results-driven
• Willingness to work a flexible schedule, including evenings, weekends and holidays