Director of Customer & Guest Experience

Design end-to-end customer journeys across all touchpoints, from initial contact to furniture delivery, while managing inbound and outbound interactions via phone, email, and in-person at the Auburn Workshop and Showroom. Lead the CX team and oversee showroom operations, including inventory management and merchandising, to drive performance toward the monthly sales budget. Develop and execute structured programs such as shop tours, warranty simplification, and a new clienteling initiative for the Portland flagship. Establish repeatable practices for surprising and delighting guests to build brand loyalty. This full-time, in-office role in Auburn, ME requires an entrepreneurial leader to build systems that reflect the company's 50-year reputation.