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Communication Leader

We believe that service starts inside the organization and embrace a concept called "People First." At RH, do your best work in an inspiring space, enjoy a 50% product discount and receive opportunities for career advancement.
This Communications Leader will specialize in Customer Experience Business Development and lead day-to-day communications and education in our galleries, outlets, customer delight (service) centers and home delivery centers. They will focus on establishing relationships, building clientele and increasing customer loyalty. This person is responsible for creating processes and tools that support an elevated customer experience, excellent execution of all customer outreach initiatives, and customer-associate engagement in the field. This person will be an advocate for our field teams; with delighting our internal and external customers as their main focus and responsibility.
RESPONSIBILITIES
Live Our Values: People, Quality, Service and Innovation.
Uncover opportunities to communicate effectively to our field.
Be an expert in the end-to-end customer experience while being perceptive and responsive to our clients' needs.
Design and develop selling & service tools and educational materials to support positive customer interactions. Support in the development and delivery of on boarding, and continuous training materials.
Identify opportunities, seek new initiatives, and participate in the development of service related enhancements for the continual elevation of the customer experience and to reduce customer complaints.
Create and communicate policies and procedures for new customer experience and business development directives.
Lead field engagement for the RH Membership, RH Credit Card and Residential Trade programs.
Work directly with field teams to ensure understanding, adoption, and execution of Customer insights data intelligence and CRM tools. Translate findings into clear, easy-to-understand insights, communicating verbally and visually through compelling written documents.
Partner with cross functional teams to lead the development of custom reporting and dashboards, identifying further KPIs to help drive the business.
Lead and/or support additional projects as assigned.
REQUIREMENTS
5+ years of experience in communications, operations, marketing, journalism, or similar.
3+ years of luxury retail leadership experience or experience in a customer facing role a plus.
Proficiency in Mac Operating Systems, Microsoft Office, Google Applications,
Photoshop, InDesign and other Adobe Creative Suite applications a plus.
Experience with online forms, surveys, blogs, and email marketing experience a plus.
Previous experience in the use and development of CRM tools is preferable.
Previous experience with MicroStrategy or other reporting platforms is preferable.
Ability to work collaboratively within a team and with cross functional partners.
Excellent oral and written communication and graphic presentation skills.
Ability to recognize and respond to multiple priorities in a rapidly changing environment and works well under pressure.
Strong business acumen with the ability to present and promote ideas - ability to influence others to achieve desired results and meet all deadlines.
Diverse understanding of customer needs and priorities.
Strong interpersonal skills, works well independently and collaboratively.
Proven analytical skills with the ability to identify issues/opportunities to reach multiple solutions.
Excellent group facilitation skills with the ability to lead training sessions and provide feedback to Field Leadership.
Highly advanced project management, program management and organizational management skills including the ability to effectively manage concurrent and competing priorities in a complex environment.
Ability to assess and monitor overall effectiveness of solutions delivered and make adjustments as necessary.
Possess outstanding luxury selling behaviors, including listening and responding to customer needs.
Willingness to learn and develop new skills and processes.
Ability to work a flexible schedule including some weekends, evenings and Holidays.
Driver's license preferred.
Ability to travel locally or out of state.
BENEFITS
Great benefits package with premier medical, dental and vision partners
Rewarding paid time-off plans, including vacation, sick time, personal days, company holidays and more
Substantial associate discount of 50% off regularly priced RH merchandise and 30% off sale items
Access to all RH Members Program benefits, including complimentary design services
High-value discounts with respected national vendors, partners and retailers
Generous Referral Bonus Program to reward associates for recruiting top talent


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