RH

Senior Leader, Customer Experience

RH • $110K — $130K *
West Jefferson, OH 43162In-Person
Retail & Consumer Goods
5 - 7 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 5+ years in a customer-facing role, with 3+ years in team leadership
  • Proficient in Mac or Dell Operating Systems and order management software
  • Strong professional acumen for handling escalated customer issues
  • Exceptional interpersonal and leadership skills with a service-oriented mindset
  • Analytical and problem-solving skills with a commitment to quality
  • Ability to relate to individuals at all levels and learn from feedback
  • Strategic thinker who thrives in fast-paced environments
  • Results-driven with a flexible schedule availability

Responsibilities

  • Live and embody the company's vision, values, and beliefs
  • Represent the RH brand through polished communication and professionalism
  • Create and lead teams to deliver a luxury customer experience
  • Attract and retain talent that upholds high standards
  • Educate and inspire associates to achieve service metrics and career goals
  • Communicate the RH design perspective and product offerings
  • Establish relationships with cross-functional partners to enhance customer experiences
  • Coach teams to drive KPI results and manage expenses
  • Drive customer satisfaction and revenue through exceptional service
  • Instill a deep understanding of luxury needs and design passion in the team

Benefits

  • Opportunity to lead a cross-functional team
  • Focus on delivering a luxury customer experience
  • Professional development and career growth opportunities
  • Dynamic and fast-paced work environment
  • Engagement with a high-end brand and clientele
Full Job Description
Job Description

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


About RH

RH (formerly Restoration Hardware) is a luxury home furnishings retailer that offers furniture, lighting, textiles, bathware, decor, and outdoor products. The company operates through its retail galleries, source books, and websites. RH's products are designed to appeal to affluent consumers who are interested in high-end, modern home decor. The company has been expanding its product offerings and store footprint in recent years, and has also launched a hospitality business that includes restaurants and boutique hotels.
Learn more about RH
Size
5,700 employees
Market Cap
$6.1 billion
Industry
Retail & Consumer Goods
Net Income
$210 million
5 Year Trend
+12%
Revenue
$2.7 billion
NASDAQ
RH
* Ladders Estimates

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