Senior Director, Client Care

Overview The Senior Director, Client Care is a critical leadership role responsible for overseeing the full spectrum of post-purchase client interactions, with a focus on delivering spectacular, white-glove service throughout the entire customer journey. This leader will manage the teams responsible for Concierge support, Warranty & Worry Free programs, Corporate Scheduling, and all Retail and Executive Escalations. The role is based on-site at our Boston Heights, OH corporate office to provide hands-on leadership, strategic alignment, and cross-functional collaboration. Responsibilities Provide strategic leadership and direction to all areas of Client Care, including: Concierge Agents supporting the customer journey from point of sale through resolution. Warranty & Worry Free program support and operations. Delivery Scheduling team responsible for coordinating client deliveries across markets. Executive and Retail Escalation response and resolution. Foster a culture of excellence, accountability, empathy, and service that reflects our brand values. Serve as a key liaison between Client Care and senior leadership, providing insights on customer sentiment, emerging trends, and resolution metrics. Partner closely with Logistics, Retail Operations, Legal, Product, and external 3PL partners to drive service recovery improvements and resolution efficiency. Oversee performance metrics, staffing strategy, and budget management across all client care functions. Mentor and develop leaders within the department, building succession plans and high-performing teams. Lead change management initiatives related to tools, processes, and organizational structure that improve client satisfaction and operational efficiency. Ensure consistent service delivery and experience across all touchpoints, including phone, email, chat, and internal escalations. Identify opportunities to improve First Contact Resolution (FCR), Net Promoter Score (NPS), and overall customer satisfaction. Key Attributes for Success Passion about the customer experience and committed to continuous improvement. Empathetic, composed, and confident under pressure. Respected leader who builds trust across levels and functions. Analytical thinker who balances service excellence with operational discipline. Visionary with the ability to scale processes while preserving personalization and care. Qualifications Proven success as a people leader with 10+ years of progressive experience in customer care, client experience, or contact center operations, including at least 3 years at a Director level or higher. Deep understanding of end-to-end customer journey touchpoints in a luxury or high-touch service environment. Experience managing escalations, high-stakes resolutions, and customer recovery at the executive level. Strong operational and strategic acumen; able to analyze data to drive decisions and process improvements. Collaborative leadership style with the ability to influence cross-functional partners and executive stakeholders. Exceptional communication, conflict resolution, and coaching skills. Ability to thrive in an on-site leadership role that requires hands-on support, team visibility, and interdepartmental alignment. 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. AI CODE OF CONDUCT At Arhaus, we be…

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