Director of Customer & Guest Experience

Thos. Moser • Auburn, ME

5d • Onsite

About The Position

Thos. Moser has spent 50 years building furniture and a reputation for going above and beyond for the people who own it. We’re now at a moment where we’re ready to invest in the customer and guest experience as a genuine brand asset — not just a support function. This is a director-level role for someone who wants to build something. You’ll inherit a small, capable team and a strong foundation, and you’ll be responsible for taking our customer and guest experience from good to something our industry talks about. That means designing programs that don’t exist yet, fixing things that are inconsistent today, and building out a Maine concierge experience that reflects everything this brand stands for.

Requirements

• Has designed and run a customer or guest experience program — not just managed a team, but built something
• Comfortable in a physical retail or showroom environment — understands merchandising, floor experience, and how space shapes perception
• Can spot a natural moment to introduce or recommend a product without it feeling pushy or transactional — comfortable with the sales side of the role
• Operationally strong enough to simplify and systematize without losing the warmth that makes the experience feel human
• Leads from the front — sets the standard by example, not just by direction
• Develops people — coaches direct reports and raises the bar for the whole team over time
• Comfortable building in ambiguity — can create structure where none exists and make decisions without a perfect playbook
• Genuine care for customers — talks about customers as people, not tickets or transactions
• Entrepreneurial — treats this role as their own, not a job description to execute
• Embodies the brand — understands that every interaction reflects 50 years of reputation and takes that seriously
• Dreamweaver — naturally spots opportunities to surprise and delight, and builds systems so the whole team does too
• This is a full-time, in-office role based in Auburn, ME — not remote or hybrid
• Genuinely excited about the full spectrum of the work — the strategic and the operational, the glamorous and the unglamorous
• Want to build something that lasts, not just manage something that already works
• Drawn to a generalist leadership role — comfortable owning a wide mandate rather than a narrow function

Responsibilities

• Own the end-to-end customer journey across all touchpoints and ensure every interaction reflects the Thos. Moser standard
• Design, launch, and continuously improve a structured, consistent tour experience that makes visitors feel the brand
• Simplify, enforce, and elevate our warranty program so it functions as a sign of our confidence in our work rather than a source of friction for customers
• Manage our Workshop Showroom, manage inventory, and drive performance toward the monthly Auburn Showroom sales budget
• Build the guest experience for our Portland flagship from the ground up, including a clienteling program that brings VIP guests to the Workshop in Auburn
• Establish a proactive, repeatable practice of going above and beyond for customers — not ad hoc, but a defined program the team executes consistently
• Lead and develop the CX team
• Serve as the manager of our Auburn workshop and showroom
• Accountable for frontline guest experience, Seconds inventory and merchandising
• Drive performance toward the monthly Auburn sales budget

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed