Director of Customer & Guest Experience

Description

The Opportunity

Thos. Moser has spent 50 years building furniture and a reputation for going above and beyond for the people who own it. We’re now at a moment where we’re ready to invest in the customer and guest experience as a genuine brand asset — not just a support function.
 

This is a director-level role for someone who wants to build something. You’ll inherit a small, capable team and a strong foundation, and you’ll be responsible for taking our customer and guest experience from good to something our industry talks about. That means designing programs that don’t exist yet, fixing things that are inconsistent today, and building out a Maine concierge experience that reflects everything this brand stands for.

The Role

The Director of Customer & Guest Experience is responsible for the performance, execution, and quality of every customer and guest interaction at Thos. Moser — from the first phone call to the moment furniture arrives in someone’s home, and everything in between.
 

This includes all inbound and outbound customer interactions, via phone, email, and in person at our Auburn Workshop and Showroom. You will lead and develop the CX team while also serving as the manager of our Auburn workshop and showroom, accountable for frontline guest experience, Seconds inventory and merchandising, and driving performance toward the monthly Auburn sales budget.
 

We’re looking for an entrepreneurial leader who will lead from the front — someone who can design systems and programs while staying close enough to the customer to know when something isn’t working.

Roles & Responsibilities

• Guest Experience Design & Execution — Own the end-to-end customer journey across all touchpoints and ensure every interaction reflects the Thos. Moser standard
• Shop Tour Program — Design, launch, and continuously improve a structured, consistent tour experience that makes visitors feel the brand
• Warranty Program — Simplify, enforce, and elevate our warranty program so it functions as a sign of our confidence in our work rather than a source of friction for customers
• Auburn Showroom Management— Manage our Workshop Showroom, manage inventory, and drive performance toward the monthly Auburn Showroom sales budget
• Portland Showroom & Guest Experience Program — Build the guest experience for our Portland flagship from the ground up, including a clienteling program that brings VIP guests to the Workshop in Auburn
• Surprising & Delighting / Brand Loyalty — Establish a proactive, repeatable practice of going above and beyond for customers — not ad hoc, but a defined program the team executes consistently
  

Requirements

What We’re Looking For

Role-Specific

• Has designed and run a customer or guest experience program — not just managed a team, but built something
• Comfortable in a physical retail or showroom environment — understands merchandising, floor experience, and how space shapes perception
• Can spot a natural moment to introduce or recommend a product without it feeling pushy or transactional — comfortable with the sales side of the role
• Operationally strong enough to simplify and systematize without losing the warmth that makes the experience feel human

Leadership

• Leads from the front — sets the standard by example, not just by direction
• Develops people — coaches direct reports and raises the bar for the whole team over time
• Comfortable building in ambiguity — can create structure where none exists and make decisions without a perfect playbook

Character

• Genuine care for customers — talks about customers as people, not tickets or transactions
• Entrepreneurial — treats this role as their own, not a job description to execute
• Embodies the brand — understands that every interaction reflects 50 years of reputation and takes that seriously
• Dreamweaver — naturally spots opportunities to surprise and delight, and builds systems so the whole team does too

What This Role Requires

• This is a full-time, in-office role based in Auburn, ME — not remote or hybrid
• You’re genuinely excited about the full spectrum of the work — the strategic and the operational, the glamorous and the unglamorous
• You want to build something that lasts, not just manage something that already works
• You’re drawn to a generalist leadership role — comfortable owning a wide mandate rather than a narrow function