Senior Leader, Customer Experience
3 weeks ago
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 conceptualising 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 energise 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 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
- Instil 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
- 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
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