Leader, Customer Experience

September 12, 2024

Restoration Hardware

West Jefferson

FULL TIME

RH at its core is about taste, and we believe the idea of scaling taste is large and far reaching.

The RH brand attracts the best designers, artisans, manufacturers and talent in our industry, scaling and rendering their work more valuable across our integrated platform, enabling us to curate the most compelling collection of luxury home furnishings in the world. We are moving the brand beyond curating and selling products to conceptualizing and selling spaces by building an ecosystem of products, places, services and spaces that elevates and establishes the RH brand as a global thought leader, taste and place maker.

At RH we believe deeply that the "right" people are our greatest asset. We value people with high energy, who possess the ability to energize others. People who are smart, creative and have a point of view. People who see the answer in every problem, versus those who see the problem in every answer. People who are driven, determined and won't take "no" for an answer. We value team players, people who are more concerned with what's right, rather than who's right.

RH is seeking a Customer Experience Leader to set 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
Drive customer delight and revenue through elevated product knowledge and unparalleled service
Lead the team in learning the RH design point of view and product assortment
Develop a thorough understanding of luxury needs and expectations in order to lead your team to deliver the highest level of service to our clients
Foster a culture of ownership, accountability and servant leadership
Educate, inspire, and lead associates to reach their highest potential, both in terms of service metrics and career goals
Establish close relationships with cross-functional partners to continually drive solutions that result in heightened customer experiences
Recognize, respond, and lead appropriate resolution of complex priorities and performance trends, including the development of operational improvements

OUR REQUIREMENTS

4+ years experience in a customer-facing role, with 1+ years leadership experience preferred
Proficiency with Mac or Dell Operating Systems, excellent knowledge of PC applications and order management software
Commitment to Quality, detail-focused at all levels to ensure first-class service
Ability to multitask, be flexible, prioritize and overcome obstacles with creative problem solving and cross-functional partnerships
Perceptive and capable of relating to individuals at all levels
Experience learning from opportunities, seeking constructive feedback from colleagues and leadership to improve results
Superior interpersonal and leadership skills with a passion for service
Strategic, highly organized and results-oriented
Excellent verbal and written communication skills
High energy, ability to energize others
Willingness to work a flexible schedule, including evenings, weekends and holidays