Assistant Leader, Customer Experience

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 an Assistant Customer Experience Leader who has in-depth knowledge and understanding of contact center operations and procedures. This role is a subject-matter expert who will mentor new associates and analyze existing standard operating procedures to identify areas ready for process improvement. The Assistant Leader will help manage all aspects of the team and department.

YOUR RESPONSIBILITIES

• Live Our Vision, Values and Beliefs every day
• Consistently exemplify the RH lifestyle brand through communication, personal appearance and professionalism
• Assist Leaders in attracting the right talent, coach teams in creating a luxury customer experience
• Support Leadership Team with education, inspiration, leadership, and guiding associates to reach their highest potential both in terms of service metrics and career goals
• Learn and communicate the RH design point of view and product assortment
• Proactively resolve complex issues promptly and independently, often leading resolutions with teams or cross-functional partners and identifying future areas of opportunity
• Drive customer delight and revenue through elevated product knowledge and unparalleled service
  

OUR REQUIREMENTS

• 3+ years experience in a customer-facing role, with leadership experience preferred
• Proficiency with Mac or Dell Operating Systems, excellent knowledge of PC applications and order management software
• Strong interpersonal skills
• Results-driven
• Proven ability to learn from opportunities, seek constructive feedback from colleagues and leadership to improve results
• High energy with the ability to energize others
• Experience fostering a positive and healthy work environment in which people want to perform their best
• Commitment to Quality, detail focused on all levels
• Background delivering first-class service to clients
• Willingness to work a flexible schedule, including evenings, weekends and holidays