Lead Experience Specialist

4 weeks ago

Vancouver, Canada Rivian Full time

Role Summary:
As a Lead Experience Specialist, you are the embodiment of the brand for our community. You will be at the forefront of how we create intuitive, innovative, and memorable moments that will encourage community members to connect with us time and time again. We are seeking engaging and enthusiastic individuals who have a passion for people, education, technology, and clean energy solutions. This role requires a high level of energy, initiative, and deep understanding of the customer journey. To be successful in this role, you must have a customer-first approach and thrive in ambiguous and unexpected environments, tackling all challenges with a flexible and solution-oriented mindset. You are driven to achieve targets and demonstrate an understanding of the connection between sales and exceptional customer experience.

**Responsibilities**:

- Ensure customer experience is best-in-class: authentic, engaging, educational and aligned with Rivian’s core values and culture
- Deploy Rivian’s Sales and Customer Engagement strategy at your location, generating demand and connecting with the broader community
- Support commercial business objectives and brand initiatives, including demo drives, demand generation, lead generation, product deep-dives, gear demos, trip planning, and community events
- Embrace our customer engagement philosophy by promptly welcoming, engaging and educating customers, providing a positive and inclusive experience for everyone who visits; ensuring their needs are understood and met, and their expectations are exceeded
- Possess a high level of brand and product expertise, staying up to date on all required training and courses
- Demonstrate a commitment to achieving all ROI targets, including lead generation, demand generation, and retention
- Tailor your approach to demo drives by uncovering customers’ needs and delivering a personalized experience
- Share your passion for adventure and stewardship, using your local knowledge to connect community members with outdoor venues, activities, eateries and beyond. Build the bond between the community and our brand
- Utilize your training, skills, and operational toolkit to solve customers’ product needs or questions, often working closely with the Customer Service and Guide Teams to create a seamless support conduit
- Maintain a strong knowledge of all tools, including POS (Point of Sale), CRM, and configuration resources and actively leverage these platforms to generate leads and enhance customer experience
- Seamlessly move customers through the ownership funnel, with the help of the digital commerce platform and CRM tools (including accessories and branded merchandise sales)
- Focus on building lasting relationships to increase customer retention, by sharing your passion for our product, community and culture
- Perform day to day operational duties, including event production and support, BOH upkeep, food & beverage support, shipping and receiving duties, general space upkeep, cleaning duties, and building or maintaining visual displays as necessary
- Uphold the operational framework, best practices, and playbooks to deliver the best experience possible to our community members and team
- Diligently record community member feedback and preferences and log all info and insights in the CRM tool, always paying close attention to customer sentiment
- Have a keen sense for visual merchandising and relentlessly uphold retail and vehicle presentation standards, ensuring our locations always look and feel premium
- Perform keyholder location opening and closing duties and ensure policy & procedure are followed; duties include completing operational checklists, leading team huddles, and writing daily business recaps
- Supervise and motivate team members by providing clear direction and feedback
- Resolve customer escalations in the moment and promptly cascade outstanding issues to the appropriate teams
- Communicate trends to the leadership team with recommendations regarding areas of opportunity
- Use data to inform strategy and operations
- Pay close attention to customer sentiment and the quality of the service provided; coaching for exceptional performance
- Drive for results across all KPIs (Key Performance Indicators)
- Take on additional projects, duties and assignments as required and/or by request from the retail leadership

Qualifications:

- 4+ years’ experience in customer service required; field marketing, sales, education, or hospitality environment preferred
- At least 21 years of age
- High School Diploma or GED required
- Ability to work a flexible schedule to support customers on nights, weekends and/or holidays; ability and willingness to travel based on business needs to support other market launches and operations
- Experience using POS and CRM software preferred
- Must have a valid driver’s license in the state of residence that you will be driving/operating a vehicle (or state that you are commuting dail

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