Senior Leader, Customer Experience

RH Restoration Hardware•West Jefferson, OH

2d•$100,000 - $120,000

About The Position

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.

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

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