Careers At Arteriors

Director of Customer Experience

Department: Senior Executive
Location: Carrollton, TX

APPLICATION INSTRUCTIONS
Please email your resume in .doc, .docx, .pdf, .txt, .rtf, .html, or .ascii format to the address below. If you wish to enclose a cover letter, please include it in the body of your email message.

Are you innovative, forward thinking, and have a desire to challenge convention? Do you enjoy developing and implementing new ideas on how to enhance the customer experience? As the Director of Customer Experience you will be responsible for driving a culture of excellence focused on enhancing, measuring, and maximizing customer value at all points throughout their Arteriors journey. You will lead others to meet the challenges of improving the customer experience at Arteriors. To be successful, you must be able to think and work independently, have a passion for the customer and implementing process changes, have a strong orientation for execution.

Arteriors is on a path to elevate our brand positioning, our product, and our showroom merchandising.  To achieve that, we need to continue to attract, develop, and retain the best talent in our client support areas that embodies a culture of customer-centricity across our teams that facilitate orders, process returns, etc.  The role will be challenged to support field sales teams and other internal/external business partnerships, as well as directly support Arteriors’ B2B interior designers and retailers.

Arteriors is a high-growth, dynamic home furnishings wholesaler with an employee-centered culture that stresses achieving results and having fun along the journey.  We are a go-to resource to interior designers and luxury retailers around the globe. Our award winning lighting, accent furniture, mirrors and accessories are frequently featured in shelter magazines like Architectural Digest and Elle Decor. Our products are also a favorite among TV and movie set designers.

Specifically:

  • Challenge opportunities for improvement to the customer journey, driving continuous improvement for all customer facing parts of the Arteriors Value Stream, ensuring those touch points are commensurate with Arteriors’ high brand standards
  • Conducts research to develop a deep understanding of current state customer experiences, both internally and externally
  • Ensures the voice of the customer is heard and leveraged into cross-departmental improvement efforts; influencing stakeholders at all levels and across multiple functions (including sales, finance, logistics, and IT management team members) 
  • Leverage client journey mapping, client satisfaction surveys, client support personnel embedded email surveys, departmental KPIs, and direct client feedback solicitation to drive client-centric design thinking
  • As a key member of the management team, support monthly/quarterly/yearly department goals, along with being an active participant in Arteriors’ annual Roadmap strategy execution framework
  • Evolve training and knowledge acquisition of team members through active call coaching, luxury goods customer communication best practice creation and rollout, and facilitating product knowledge training on a complex 1,500 sku product assortment
  • Cultivates a high-performance, engaged, customer experience-driven team through observation, active coaching, ongoing feedback, stretch assignments, thoughtful and personalized recognition, and progressing staff along their Mastery Ladders 
  • Be a major player in shaping and refining Arteriors’ overall Customer Experience strategy, including website functionality, product packaging, stock level information dispersal, international support synergies, etc.  Develops and implements annual plan, with a focus on capacity requirements, technology enablement, and forward-thinking initiatives that maintains Arteriors’ customer experience differentiation. 

Job Requirements

  • BA/BS Bachelor's Degree required
  • A minimum of ten (10) years of professional experience
  • A minimum of four (4) years of managerial experience, overseeing a team of 10+ staff
  • Minimum of three (3) years of project management experience and/or as a driver of process improvement initiatives required
  • Minimum of two (2) years in a consumer products/tangible product-oriented business required
  • Knowledge of business process development and change management concepts and implementation practices
  • Demonstrable experience translating customer experience needs into business solutions, successfully implementing organizational change, and scaling a Customer Care function in a fast-paced entrepreneurial environment is required
  • Proven ability to leverage workflow and information technology solutions (workflow, CRM, IVR/phone system technologies) to streamline internal operations is required
  • Work experience in both large and medium sized organizations preferred, including prior experience operating successfully in a dynamic company with frequent ambiguous situations    
  • Initiative and ability to work independently (self-direction), while thriving in a setting requiring collaboration and teamwork for maximum efficiency
  • Highly approachable, excellent interpersonal and coaching skills, and ability to deliver adult to adult honest feedback in a way that drives employee accountability, self-solutioning skills development, and continual elevation.
  • Affinity to work in and fully support a Values-driven, employee engagement-driven culture 

APPLICATION INSTRUCTIONS
Please email your resume in .doc, .docx, .pdf, .txt, .rtf, .html, or .ascii format to the address below. If you wish to enclose a cover letter, please include it in the body of your email message.

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