Sr. Experience Specialist, Remote Retail & Events

About Rivian
Rivian is on a mission to keep the world adventurous forever. This goes for the emissions-free Electric Adventure Vehicles we build, and the curious, courageous souls we seek to attract.
As a company, we constantly challenge what’s possible, never simply accepting what has always been done. We reframe old problems, seek new solutions and operate comfortably in areas that are unknown. Our backgrounds are diverse, but our team shares a love of the outdoors and a desire to protect it for future generations.
Role Summary
As a Sr. Experience Specialist, Remote Retail & Events, 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 engage the community, generate leads, and drive sales. We are seeking engaging and enthusiastic individuals who have a passion for travel, connecting, people, education, technology, and clean energy solutions. This role requires a high level of travel, remote work, 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 results driven and demonstrate an understanding of how each interaction supports the broader customer experience.
Responsibilities

• Tailor your approach to demo drives by uncovering customers’ needs and delivering a personalized 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)
• In the event that a supervisor is absent, may be required to perform location opening and closing duties and ensure policy & procedure are followed
• Model professionalism and Rivian’s Code of Conduct at all times , holding your team mates accountable to the same
• Possess a high level of brand and product expertise , staying up to date on all required training and courses
• 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
• Maintain compliance with all local, state, and federal regulations as well as Rivian company policy and procedures
• Ensure customer experience is best-in-class: authentic, engaging, educational and aligned with Rivian’s core values and culture
• 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
• Support commercial business objectives and brand initiatives, including demo drives, demand generation, lead generation, product deep-dives, gear demos, trip planning, and community events
• 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
• Deploy Rivian’s Sales and Customer Engagement strategy at a variety of remote retail activations and experiential events, generating demand and connecting with the broader community
• Focus on building lasting relationships to increase customer retention, by sharing your passion for our product, community and culture
• Have a keen sense for visual merchandising and relentlessly uphold retail and vehicle presentation standards, ensuring our locations always look and feel premium
• Take on additional projects, duties and assignments as required and/or by request from the retail leadership
• 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
• Demonstrate a commitment to achieving all ROI targets, including lead generation, demand generation, and retention
• Diligently record community member feedback and preferences and log all info and insights in the CRM tool, always paying close attention to customer sentiment
• Ensure vehicle and event assets are maintained and ready for customers, employees, and other Rivian guests in coordination with Service, VO, and Fleet stakeholders
• 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

Qualifications

• 3+ years’ experience in customer service required ; field marketing, sales, education, or hospitality environment preferred
• Ability to understand and articulate concepts in the technology and automotive space
• 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
• Ability to learn quickly, thrive in a fast-paced environment and adapt to changing timelines
• Ability and willingness to travel to various locations within the US and internationally up to 90% of the time, work weekends, evenings and holidays with willingness to travel to various retail locations when required
• 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 daily to/from) and possess an exceptional driving record
• High School Diploma or GED required
• No drug or alcohol related driving incidents in the last 3 years; No more than 1 serious moving violation in the last 3 years; No driving related suspensions or revocation of Driver License within a 3-5 year period. Will be subject to continuous Motor Vehicle Record (MVR) monitoring
• Resilience and ability to overcome objections using active listening and critical thinking
• Energetic, enthusiastic, and engaging customer interaction style
• Excellent written and verbal language skills in English, additional languages a plus
• At least 21 years of age
• Ability to build and maintain relationships, solicit cooperation, and achieve results through collaboration while managing multiple projects simultaneously in a fast-paced, high-growth environment
• Ability to obtain and maintain local sales licenses if applicable in your state
• Experience using POS and CRM software preferred
• Ability to multi-task while providing exceptional quality of work
• An obsessive approach to elevating the customer experience and commitment to taking every opportunity to over-deliver when it comes to delighting and interacting with our community

Physical Requirements

• Frequent use of hands for purposes of grasping and using tools correctly, entering data, writing communications, or calling customers or internal partners
• Physical exertion may be required to perform occupational tasks (sitting up to 2 or more hours at a time, standing for up to 8 or more hours a day, walking, bending, kneeling, laying, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 50 lbs ).
• Strong understanding of written and spoken English
• Willingness to work in various working conditions including events and being in a full service retail center or unpredictable weather conditions
• Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics

Pay Disclosure
Hourly Rate for New York City Based Applicants: $32.70-36.55 (actual compensation will be determined based on experience, location, and other factors permitted by law).
Benefits Summary: Rivian provides robust medical/Rx, dental and vision insurance packages for full-time employees, their spouse or domestic partner, and children up to age 26. Coverage is effective on the first day of employment, and Rivian covers most of the premiums.
Equal Opportunity
Rivian is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender, gender expression, gender identity, genetic information or characteristics, physical or mental disability, marital/domestic partner status, age, military/veteran status, medical condition, or any other characteristic protected by law.
Rivian is committed to ensuring that our hiring process is accessible for persons with disabilities. If you have a disability or limitation, such as those covered by the Americans with Disabilities Act, that requires accommodations to assist you in the search and application process, please email us at [email protected] .
Candidate Data Privacy
Rivian may collect, use and disclose your personal information or personal data (within the meaning of the applicable data protection laws) when you apply for employment and/or participate in our recruitment processes (“Candidate Personal Data”). This data includes contact, demographic, communications, educational, professional, employment, social media/website, network/device, recruiting system usage/interaction, security and preference information. Rivian may use your Candidate Personal Data for the purposes of (i) tracking interactions with our recruiting system; (ii) carrying out, analyzing and improving our application and recruitment process, including assessing you and your application and conducting employment, background and reference checks; (iii) establishing an employment relationship or entering into an employment contract with you; (iv) complying with our legal, regulatory and corporate governance obligations; (v) recordkeeping; (vi) ensuring network and information security and preventing fraud; and (vii) as otherwise required or permitted by applicable law.
Rivian may share your Candidate Personal Data with (i) internal personnel who have a need to know such information in order to perform their duties, including individuals on our People Team, Finance, Legal, and the team(s) with the position(s) for which you are applying; (ii) Rivian affiliates; and (iii) Rivian’s service providers, including providers of background checks, staffing services, and cloud services.
Rivian may transfer or store internationally your Candidate Personal Data, including to or in the United States, Canada, the United Kingdom, and the European Union and in the cloud, and this data may be subject to the laws and accessible to the courts, law enforcement and national security authorities of such jurisdictions.
Please note that we are currently not accepting applications from third party application services.