Summary
The Leader, Customer Experience sets strategy and ensures execution to deliver world-class service across the customer experience organization. This role leads and develops associates to provide elevated product knowledge and luxury-level service while driving customer delight and revenue. The leader partners cross-functionally to resolve complex priorities and improve operational performance.
Responsibilities
- Set strategy and oversee execution to deliver first-class service to customers and internal teams
- Drive customer delight and revenue through elevated product knowledge and service excellence
- Lead and coach associates to learn the RH design point of view and product assortment
- Develop standards to meet luxury customer expectations and foster a culture of ownership and accountability
- Educate, inspire and develop associates to reach service metrics and career goals
- Establish close relationships with cross-functional partners to implement solutions that enhance customer experience
- Recognize and lead resolution of complex priorities and performance trends; develop operational improvements
Requirements
- 4+ years experience in a customer-facing role; 1+ years leadership experience preferred
- Proficiency with Mac or Dell operating systems and strong knowledge of PC applications and order management software
- Commitment to quality and strong attention to detail
- Ability to multitask, be flexible, prioritize and solve problems creatively with cross-functional partners
- Perceptive and capable of relating to individuals at all levels with superior interpersonal and leadership skills
- Strategic, highly organized and results-oriented with excellent verbal and written communication
- High energy with the ability to energize others and willingness to work a flexible schedule including evenings, weekends and holidays
