Job Details
**Director of Customer Experience - Design Within Reach and HAY**
at Design Within Reach Stamford, CT In this role, youll 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 youll do:**
* Develop, create and oversee service level agreements that ensure great customer service across our retail brands and channels through established KPIs 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
* 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
As the Director, Customer Experience, you'll be eligible for Herman Miller Retail's comprehensive benefits package including medical, dental and vision insurance, paid holidays, parental leave, green transit subsidy and more.
***Herman Miller Retail provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, age, sex, marital status, national origin, ancestry, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws, and prohibits discrimination and harassment of any type.***
Location (City) * **U.S. Equal Opportunity Employment Information (Completion is voluntary)**
Individuals seeking employment at Design Within Reach are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.
Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.
Gender
Please identify your race
If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:
A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.
A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
Veteran Status
Form CC-305
OMB Control Number 1250-0005
E