Vice President, Client Services

Providing a best in class and innovative Client Service program is our main objective, as we mindfully grow and scale our artisan brand. We are looking for an experienced and exceptional customer service leader who goes above and beyond for their clients. Data centric with an ability to map and understand the total client journey, this role will lead the transformation and set the standard for who Arhaus is to be known for when it comes to Client Services. This individual will lead and coach a team across Corporate Concierge and Delivery Operation Specialists who support the Final Mile Operations teams. This position is located onsite at our Corporate Offices in Boston Heights, OH.

Essential Duties & Responsibilities:

This role is responsible for developing and maintaining best in class Client/Customer Service standards, supporting omnichannel initiatives, and act as an advocate for our client base. This transformative position will be a critical and highly visible role within the Arhaus leadership team. This role supports cross-functional partners across the organization with a strong connection to Final Mile operations.

Key Fundamental skill sets for this role will be:

STRATEGIC

• Accumulate and obtain insights and historical process and procedural successes and deltas thru data collection.
• Drive focus on operational improvements and overall enhance the Client & Concierge Service experience.
• Ensure all teams are performing within metrics and build/maintain action plans to remediate any deficiencies.
• Maintain a high-performance environment by monitoring the team tasks and ensuring a balanced workload, including performing quality checks.
• Assess department training needs, recognizing areas for internal improvement and developing plans for implementing them.

VISIONARY

• Partner with Marketing, Sales and Operations to understand who our Client base is and develop standards around the Arhaus Client Service Mission, that can be translated into deliverables that will advancecustomer satisfaction as delivered by the Corporate Concierge & Delivery Operations teams.
• Partner with IT to leverage innovation in technology to drive productivity and enhanced client satisfaction.
• Obtain insights from teams to drive reductions in overall contact volume by helping the larger organization understand how we can better serve our clients with our products and service.

LEADER & BUILDER

• Actively manage the Client Services call center operations that includes pre-delivery, day of delivery and post-delivery support.
• Drive focus on continuous operational improvement and an enhanced overall customer care experience.
• Coach, mentor and lead a team of Client Service Representatives with the development and implementation of workload planning and setting of key goals and metrics.
• Perform team performance reviews and evaluations, holding teams accountable to standards and metrics.

Requirements:

• Minimum 10 years prior experience leading large, onsite and domestic Client Service teams / Call Centers.
• Relevant experience in High End Retail, Luxury and/or High-End Hospitality experience is a must.
• Salesforce experience preferred. Storis experience a plus.

• Ability to maintain confidentiality with sensitive customer and internal information as well as establish strong working relationships with executive leadership. • Proven managerial experience in a fast-paced, high-growth environment with a track record of success in leading cross-functional initiatives. • Superior communication skills both written and verbal. • Effective communication, teamwork, and problem-solving skills. • Excellent organizational, planning, and coordination skills. • Strong interpersonal skills and ability to build collaborative relationships. • Dedication to meeting the requirements of internal and external customers.

Arhaus is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Arhaus is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Arhaus are based on business needs, job requirements, and individual qualifications, without regard to race, color, sex, sexual orientation, gender identity, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Arhaus will not tolerate discrimination or harassment based on any of these characteristics. Arhaus encourages applicants of all ages.