Senior Director, Client Care

Arhaus • Boston Heights, OH

6d • Onsite

About The Position

The Senior Director, Client Care is a leadership role responsible for post-purchase client interactions and delivering white-glove service throughout the customer journey. The role oversees 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, and requires hands-on leadership, strategic alignment, and cross-functional collaboration.

The Senior Director leads Client Care teams and operations, develops leaders and high-performing teams, manages performance metrics, staffing strategy, and budgets, and partners with internal and external stakeholders to improve service recovery and resolution efficiency. The role leads changes to tools, processes, and organizational structure and works to improve First Contact Resolution, Net Promoter Score, and overall customer satisfaction.

Requirements

• 10+ years of progressive experience in customer care, client experience, or contact center operations.
• At least 3 years of experience at a Director level or higher.
• 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 thrive in an on-site leadership role requiring hands-on support, team visibility, and interdepartmental alignment.

Responsibilities

• Provide strategic leadership and direction for Concierge support, Warranty & Worry Free program support and operations, Delivery Scheduling, and Executive and Retail Escalations.
• Foster a culture of excellence, accountability, empathy, and service that reflects the brand’s values.
• Serve as a liaison between Client Care and senior leadership, sharing insights on customer sentiment, emerging 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, build succession plans, and develop high-performing teams.
• Lead change management initiatives involving tools, processes, and organizational structure to improve client satisfaction and operational efficiency.
• Ensure consistent service delivery 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