Senior Director, Client Care

Corporate Office • Boston Heights, OH

5d • Onsite

About The Position

The Senior Director, Client Care is a leadership role overseeing post-purchase client interactions and delivering white-glove service throughout the customer journey. The position leads the teams responsible for Concierge support, Warranty & Worry Free programs, Corporate Scheduling, and Retail and Executive Escalations. It is based on-site at Arhaus’s corporate office in Boston Heights, Ohio, requiring hands-on leadership, strategic alignment, and cross-functional collaboration.

The role provides strategic direction across Client Care, develops leaders and high-performing teams, manages performance, staffing, and budgets, and works with internal and external partners to improve service recovery and resolution efficiency. It leads change initiatives and identifies improvements to customer satisfaction, First Contact Resolution, and Net Promoter Score while ensuring consistent service across phone, email, chat, and internal escalations.

Requirements

• At least 10 years of progressive experience in customer care, client experience, or contact center operations.
• At least 3 years of experience at Director level or higher.
• Proven success as a people leader.
• Deep understanding of end-to-end customer journey touchpoints in a luxury or high-touch service environment.
• Experience managing escalations, high-stakes resolutions, and customer recovery at the executive level.
• Strong operational and strategic acumen, including the ability to analyze data to drive decisions and process improvements.
• Collaborative leadership style and ability to influence cross-functional partners and executive stakeholders.
• Exceptional communication, conflict resolution, and coaching skills.
• Ability to work in an on-site leadership role requiring hands-on support, team visibility, and interdepartmental alignment.

Responsibilities

• Provide strategic leadership and direction to all Client Care functions, including Concierge, Warranty & Worry Free programs, Delivery Scheduling, and Executive and Retail Escalations.
• Foster a culture of excellence, accountability, empathy, and service aligned with brand values.
• Act as a key liaison between Client Care and senior leadership, sharing insights on customer sentiment, trends, and resolution metrics.
• Partner with Logistics, Retail Operations, Legal, Product, and external 3PL partners to improve service recovery and resolution efficiency.
• Oversee performance metrics, staffing strategy, and budget management across Client Care functions.
• Mentor and develop department leaders and build succession plans and high-performing teams.
• Lead change management initiatives involving tools, processes, and organizational structure to improve client satisfaction and operational efficiency.
• Ensure consistent service across phone, email, chat, and internal escalations.
• Identify opportunities to improve First Contact Resolution (FCR), Net Promoter Score (NPS), and overall customer satisfaction.

What This Job Offers

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