At Arhaus, we believe that every customer interaction should reflect our passion for craftsmanship, design, and exceptional service. We are seeking a passionate and strategic Voice of the Customer Manager to amplify and champion customer insights across our organization. This role is pivotal in shaping how we listen, interpret, and act on feedback to deliver extraordinary experiences. The ideal candidate thrives on turning customer voices into actionable strategies, building cross-functional alignment, and ensuring that every decision reflects our commitment to putting the customer first. This role is located onsite at our Corporate Office South Building in Boston Heights, OH.

Essential Duties & Responsibilities:

Joining Arhaus means becoming part of a company that values artistry, authenticity, and exceptional customer experiences. As Voice of the Customer Manager, you will have the opportunity to shape how we connect with our clients and ensure their voices guide our decisions. You’ll work in a collaborative environment where innovation and customer advocacy are celebrated, and where your insights will directly influence product development, service delivery, and brand loyalty. At Arhaus, you won’t just be managing feedback – you’ll be helping us craft meaningful relationships and elevate the customer journey to reflect the beauty and integrity of our brand.

Key fundamental skill sets for this role will be:

• Collect and analyze customer feedback through surveys, interviews, focus groups, and digital channels.

• Identify customer pain points and communicate them to relevant teams.

• Communicate directly with customers to obtain insights and build trust in the feedback process.

• Create structured follow-up and resolution plans for negative customer experiences.

• Develop and implement strategies to enhance the customer journey and overall satisfaction.

• Collaborate with product, marketing, and support teams to resolve issues and improve processes.

• Monitor and report on key customer experience metrics, providing actionable insights.

• Stay current on industry best practices and emerging customer service trends.

• Design and execute customer communication strategies that foster trust and transparency.

• Prepare reports and presentations to share findings with stakeholders and leadership.

• Continuously refine strategies based on evolving customer satisfaction metrics.

Requirements:

• Bachelor’s degree in Marketing, Business, Communication, or a related field.

• Minimum of 5 years of experience in customer service, customer success, or a related role.

• Strong analytical and problem-solving skills with a data-driven mindset.

• Excellent verbal and written communication skills, with the ability to influence at all levels.

• Proven ability to work collaboratively in cross-functional environments.

• Expertise in CRM tools (e.g., Salesforce) and customer feedback platforms.

• Demonstrated success in developing and executing customer-centric strategies.

• Customer feedback analysis

• Data analysis and reporting

• Strategic communication

• Problem-solving and critical thinking

• Project management

• Customer advocacy

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.