Vice President, Design Services

Become a Vice President, Design Services at Crate and Barrel
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The Vice President of Design Services will provide leadership, vision, and oversight to define and execute Design Services programs and development. This role is responsible for driving cross‑functional strategic initiatives that align retail, product, and technology into a seamless, client‑centric experience across both in‑store and digital channels, driving loyalty, conversion, and category growth across all channels.

• Develop and implement a robust design services strategy aligned with overall business objectives, incorporating store and virtual customers.
• Lead cross‑functional partners in creating inspiring selling tools, consistent standards for design presentation and sales aids, innovative technology and tools, and post‑purchase support.
• Collaborate with cross‑functional teams—including stores, customer care, finance, marketing, and technology—to enhance customer acquisition, transform processes, implement new initiatives, and roll out comprehensive training to ensure consistency and effectiveness.
• Develop scorecards and track key metrics to measure and report on design services performance and ROI, including metrics related to customer outreach, appointments, in‑homes, virtual visits, utilization of systems, and purchases.
• Stay up to date with evolving services, online media and technology trends, and explore new and effective products or enhancements that improve customer experience and generate revenue and profits.
• Provide insights and recommendations as you partner with key stakeholders to identify short‑term solutions, bridge strategies, and create long‑term vision and innovation.
• Launch new service offerings, coordinate cross‑functional initiatives, and lead governance (CBH Steer Co) to align Design Services with broader strategies.
• Proactively collaborate with supply chain, merchandising, and vendor partners to understand and strategically influence product lead times, ensuring design projects can be executed efficiently and client expectations are managed effectively.

• Demonstrated experience leading or significantly influencing a merchandising department, understanding product lifecycle, assortment planning, and vendor relationships.
• Strong understanding of CRM systems and their application to enhance relationships and sales.
• Experience in developing and delivering professional training programs.
• Familiarity with performance metrics and analytics in a retail or service‑oriented business.
• Ability to inspire and guide a team towards a shared vision.
• Capability to translate broad strategies into actionable plans and measurable outcomes.
• A natural connector who builds strong relationships and can effectively influence cross‑functional partners.
• Proven ability to thrive in a dynamic, fast‑paced, and at times ambiguous environment.
• Driven by measurable outcomes and committed to continuous improvement.
• Proven ability to foster an environment where all team members feel valued, heard, and empowered to contribute their best work.
• Demonstrated professional maturity, sound judgment, and the ability to navigate complex business challenges with poise and integrity.

• 10+ years of progressive experience leading merchandising and/or design services, preferably within the retail and/or home furnishings industry.
• 3+ years of experience in a senior leadership role, managing and developing a team of professionals.
• Bachelor's degree; advanced degrees or certifications (MBA, PMP, Systems Design, or similar) are a plus.
• Demonstrated experience in developing and implementing strategic initiatives that have driven tangible business results (e.g., increased conversion, improved client satisfaction, successful new service launches).
• Proven track record of leading organizational change, process improvement, and technology adoption.
• Experience with omni‑channel retail environments and clienteling strategies is highly desirable.

• Executive

• Full‑time

• Product Management and Marketing
• Retail