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Director of Customer Experience - Design Within Reach and HAY

Design Within Reach

Stamford, Connecticut
posted June 24, 2021

In this role, you’ll be responsible for defining, creating, and continually developing a best-in-class omni-channel customer experience across our portfolio of retail brands, including Design Within Reach and HAY.   Everything you do emanates from a “customer centric” point of view.  You are a strategic thinker who understands what “a great customer experience” is and will work tirelessly and collaboratively across all functions of the business to ensure we are removing points of friction and delighting our customers.  This position reports to our Vice President of Studio Operations and Consumer Experience based in our Stamford Retail HQ.

What you’ll do:

  • Develop, create and oversee service level agreements that ensure great customer service across our retail brands and channels through established KPI’s including case, call and CSAT metrics
  • Leads and motivates team(s) to world-class level of performance in key metrics; responsible for staff training, development and performance assessment while maintaining professional and technical knowledge by attending educational workshops, reviewing professional publications, and establishing personal networks
  • Leads team responsible for partnering with stakeholders to drive process improvement through process re-design and management practices using proven problem solving and improvement methodology such as Lean methodology
  • Collaborate with key cross-functional business partners including but not limited to Marketing, IT/IS, Merchandising, Fulfillment and logistics, HR and Finance to identify operational support for company, customer and retail initiatives
  • Prioritizes and directs continuous improvement initiatives (e.g. systematize and automate) for efficiency, accuracy and improved customer service while analyzing market, economic, industry and business conditions.
  • Provides leadership and direction to various managers, work team leader, consultant, and specialist roles within the core areas of Retail Customer Support
  • Propose and define new business solutions (new retail tools, activities, practices and processes) to enhance the customer experience with a goal of self-service and one-touch resolution
  • Align and optimize standards of operations (SOPs) and efficiency aligning best practices across all customer service touchpoints including contact center, online and store support across brands
  • Partner and collaborate with Director of Customer Engagement, HM Retail to ensure customer service practices are consistent across our family of retail brands
  • Support retail stores through operational support, troubleshooting, systems training, and overall guidance for customer resolution
  • Ability to define and execute retail support required to ensure service levels keep pace with a growing retail business while adhering to budgetary requirements

Does this sound like you?

  • Minimum of 8-10 years of experience in customer support management role in a fast-paced, premium retail environment
  • Demonstrated proficiency in Microsoft Outlook, Word, PowerPoint and Excel.  Salesforce or equivalent CRM system and contact center software experience a must
  • Must be financially literate and possess business acumen which includes familiarity with ERP and accounting / financial reporting and consolidation systems. Exhibits a high level of personal and professional integrity due to corporate insider knowledge, customer confidentiality and liability risks
  • Demonstrated experience and results in driving continuous improvement activities and meeting deadlines. Strong problem identification and resolution skills. Demonstrated leadership competence as defined in Herman Miller's Leadership Skills and Behaviors
  • Ability to think strategically and execute tactically
  • Successful experience with change management principles and demonstrated ability to drive and manage the change process from strategic planning through implementation and follow-thru
  • Strong relationship and consensus-building skills necessary to manage projects in a complex matrixed environment. Demonstrated ability to lead, influence and work with all levels in the organization
  • Demonstrated excellent coaching, mentoring, and people development skills
  • Highly collaborative and enjoys working with all types of teams
  • Both process oriented, flexible & has demonstrated ability to maintain composure in all situations
  • Thrives in a changing, fast-paced environment
  • Must be able to perform all essential functions of the position with or without accommodation
  • A sense of urgency executing job responsibilities, prioritizing urgent and important work
  • Flexible/comfortable with ambiguity, problem solving attitude