Vice President Customer Experience

The Vice President of Customer Experience is responsible for optimizing the customer journey and building high-performing teams to drive organizational objectives.

Responsibilities

Develop and execute a comprehensive customer experience strategy which aligns with the company mission, vision and core values.

Define and communicate clear performance objectives and KPIs to drive team excellence.

Provide strategic leadership, aligning team efforts with organizational values. Foster a customer-centric culture, emphasizing excellence in customer experiences. Offer ongoing coaching, feedback, and performance evaluations to nurture team development. Establish robust communication frameworks to foster a supportive team environment. Identify areas for improvement through thorough analysis of customer feedback and industry benchmarks.

Collaborate cross-functionally to address customer issues and drive enhancements.

Implement cutting-edge support technologies to optimize efficiency and personalized services.

Stay abreast of industry trends to adapt strategies and maintain competitiveness. Monitor and analyze key support metrics and KPIs to drive performance improvements. Utilize data-driven insights to identify opportunities and implement strategies for enhancement. Prepare comprehensive reports and presentations for senior leadership, outlining successes, challenges, and proposed actions.

Qualifications

Bachelor's degree in business administration, marketing, or related fields.

Minimum 10 years of experience in customer experience leadership, preferably in a luxury market.

Demonstrated senior leadership experience in customer experience or related fields.

In-depth knowledge of customer experience strategies, best practices, and emerging technologies.

Strong leadership qualities, with the ability to inspire and motivate diverse teams.

Excellent communication and interpersonal skills for effective stakeholder engagement.

Analytical mindset, capable of leveraging data and insights to drive continuous improvement.

Strategic thinking and problem-solving abilities focused on achieving business objectives.

Deep commitment to customer service excellence and empathy.

Proven crisis management and escalation handling experience.

Position Type/Expected Hours of Work

This is a full-time position; days and hours of work are Monday - Friday, 8:00 am to 5:00 pm.

Travel requirements are anticipated for this position. domestic 25%

There are supervisory responsibilities associated with this role.