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VP, Client Experience

2 months ago

Chicago, United States Crafty Full time

Note to Candidates:
We meticulously craft our job descriptions to clearly define the skills necessary for success and the expected performance level of the role, resulting in detailed content. Our goal is to ensure the description accurately reflects the job you will perform. We value your input and look forward to hearing what you think about the format in the interview process.
Who We Are
Crafty elevates workplace food and beverage programs with enhanced services managed in one innovative, centralized platform. Founded in 2015, our mission is to help companies craft better workplaces. From DraftKings to Robinhood to Zillow, we work with the world's biggest brands to foster a culture of employee connectivity and productivity. Headquartered in Chicago, with offices in New York and the Bay Area, Crafty manages over 300+ international customer offices and serves over 300,000+ employees per month.
As a mission-driven company, we believe crafting better workplaces starts from within. We are hard-working, passionate and resourceful trailblazers who love what we do. With experts in technology, F&B operations, customer success, fulfillment and more, our people mean everything to us because it's our people who create a culture that's worth being part of. And of course, the snacks are the cherry on top
The Role
The VP, Client Experience will be part of our Operations Department, which is responsible for all components of post-sale service delivery. This individual will lead a dynamic team of Directors and Managers to drive exceptional and consistent customer experiences, integrate industry best practices, and ensure performance is maximized to achieve market profitability goals.
This individual will take a cross-market focus and will work alongside GMs who focus on specific geographies and location-specific execution.
The VP, Client Experience will oversee four departments within Operations: Implementation, Client Success, Support, and Client Operations Strategy with a unifying focus on the client experience:


  1. The Implementation Team
    - to ensure a smooth transition from the sales process to active service, setting standards that surpass our Client Experience benchmarks from Day 1.

  2. The Client Success Team -
    to actively engage clients on a logo account level; keeping them updated on their account performance, new developments, and technology upgrades while providing personalized service that enhances satisfaction, retention, and optimize client spend where applicable.

  3. The Support Team -
    with the knowledge and autonomy necessary to efficiently resolve client requests. By fostering strong relationships between the support, client success, and market teams, they will enable seamless collaboration and exceptional service delivery.

  4. The Client Operations Strategy Team -
    to work closely with the market team, implementing best practices that enhance face-to-something interactions, bolster location health, and consistently impress clients with our exceptional food and beverage services and the Crafty platform.


The ideal candidate is a visionary leader who can inspire and motivate, setting clear roadmaps and effectively communicating the "why" behind initiatives to foster a client-obsessed culture. They are known for simplifying complex objectives into actionable tasks and maintaining hands-on involvement when necessary. Financial acumen is crucial, as the role involves managing budgets, ensuring profitability, and aligning financial strategies with long-term business goals. As a change advocate, the VP will guide the team through organizational shifts, fostering continuous improvement and innovation as we grow. Effective communication and collaboration are essential, with the VP providing feedback across all levels and working cross-functionally to achieve aligned priorities.
The VP of Client Experience is a member of the Senior Leadership team, and they will be involved in strategic company-wide planning and execution. They will operate with a high degree of autonomy. This is a hybrid role (three days per week at our HQ in Chicago, IL) and will report directly to the COO.
Required Qualifications
Customer Experience Leadership
:

  • Leads Directors and managers of managers by delegating tasks and responsibilities to drive performance and achieve strategic goals within customer service roles.
  • Inspires and motivates team members to exceed expectations, setting a clear roadmap and effectively communicating the "why" behind initiatives.
  • Develops and implements strategies to enhance the customer experience, ensuring alignment with overall business objectives.
  • Analyzes and addresses customer feedback to identify trends, opportunities, and areas for improvement.
  • Collaborates with leadership to create and maintain a client-obsessed culture, driving client satisfaction and loyalty through exceptional service delivery.


Data-Driven Decisions:

  • Sets overarching strategy that informs the creation of Client Experience metrics and analytics to keep the organization accountable.
  • Advises on key business objectives through the lens of client strategy to make informed decisions to reach company-wide goals.
  • Possesses the keen ability to pinpoint relevant data sources that propel customer experience forward, ensuring a focus on high-impact insights.


Financial Acumen and P&L Management:

  • Expertly analyzes financial performance and profitability through strategic oversight of budgets and expenses.
  • Informs key business decisions with a strong understanding of financial metrics and economic factors impacting client experience.
  • Develops and implements financial strategies that support long-term business goals while ensuring sustainable growth.
  • Possesses the ability to analyze and interpret financial data to identify trends, opportunities, and areas for improvement.
  • Collaborates with leadership to align financial planning with overall business objectives, driving profitability and maintaining fiscal responsibility.
  • Helps drive financial accountability and transparency throughout the organization by collaborating with market leaders to optimize profitability within their departments.


Strategic Thinker
:

  • Demonstrates a proven ability to execute on strategy, transforming challenging objectives into achievable outcomes.
  • Synthesizes information from various sources to inform decision-making and drive strategic initiatives while simplifying complex strategic plans into manageable tasks, ensuring clarity and effective implementation across all organizational levels.
  • Collaborates with leadership to align execution with business objectives, fostering a culture of focus. Contributes to strategic plans that anticipate and address future changes in the industry or market.


Account Management:

  • Aids CSM team to build strong long-term client relationships focusing on deep understanding and strategic insights into client needs and ongoing engagement.
  • Establishes frameworks and best practices to collect critical client information that informs sales strategies which enables targeted proposals for additional locations, optimize client spend, or enhance service offerings.
  • Collaborates with the sales team to align account management activities with broader sales objectives, driving increased revenue and client retention.


Change Advocate:

  • Master at utilizing & tracking action items against a change management framework (preferably ADKAR) and coaching team members on how to adopt the change management framework.
  • Promotes team participation in scenario training to further gain buy-in of change.
  • Partners with direct reports and broader team when there is an organizational pattern of reverting to old habits.
  • Reinforces change by actively seeking out opportunities for continuous improvement and innovation by partnering with different leaders at Crafty.


Effective Communicator:

  • Masters active listening, empathy, and cultural sensitivity to foster deep connections.
  • Delivers persuasive presentations and adapts to any audience effortlessly.
  • Crafts impactful written messages for high-stakes communications.
  • Excels in public speaking and virtual facilitation, using advanced storytelling techniques.
  • Leads communication efforts during significant crises, managing complex and difficult conversations.


Collaboration and Feedback:

  • Fosters a culture of continuous learning and growth.
  • Excels at effectively giving and receiving feedback, leveraging it to coach direct reports and drive improvements.
  • Manages conflicts and disagreements through respectful communication, active listening, and collaboration, and is comfortable conveying a "disagree and commit" stance when necessary.
  • Participates in strategic planning sessions with cross-functional counterparts to align on priorities, goals, and initiatives.
  • Communicates effectively across all levels, providing feedback to the founders and managing upwards.
  • Plans and leads critical conversations between team members at all levels, holding regular check-ins to assess progress, discuss challenges, and provide support.


Desired Qualifications

  • Experience in a tech-enabled services organization with a physical product


Role Objectives

Objective 1:
Achieve 99% Gross Dollar Value Revenue Retention
Context:
This goal is pivotal to sustaining Crafty's financial health and growth. The VP of Client Experience will use their expertise in customer experience leadership to ensure services meet and exceed client expectations, directly influencing retention. By integrating feedback and refining the post-sale experience, the role aims to enhance satisfaction and loyalty, which are critical factors in maintaining and increasing revenue retention. The VP will lead efforts to analyze client interactions and outcomes systematically, identifying and addressing areas that can improve client retention metrics.

Objective 2
: Achieve 20% profitability by EOY

Context:
The focus here is on optimizing operations in each market to maximize profitability. The VP will leverage their financial acumen to review and manage budget allocations and expenses strategically. By closely collaborating with market leaders and aligning client operations strategies with market demands, the VP aims to drive operational efficiencies that bolster profitability. This includes refining service packages and enhancing resource allocation to better serve diverse market needs while ensuring the financial sustainability of operations in both direct and indirect markets.

Objective 3:
Achieve a 90% satisfaction rate among market teams to foster effective collaboration with Market Teams

Context:
Collaboration across different teams is essential for achieving comprehensive operational coherence and client satisfaction. This role will promote a culture of open communication and continuous feedback, facilitating scenario-based training and regular strategic planning sessions to align goals and strategies across departments. By enhancing the collaboration tools and processes, the VP will aim to increase the satisfaction and productivity of market teams, ensuring that system development and support are aligned with the needs and expectations of both internal stakeholders and clients. This goal supports the broader objective of creating a resilient, agile, and client-obsessed organization.
Don't meet all of the qualifications? We want you to consider all of your skills and experiences - both professional and personal- that would make you successful in this role. Although some qualifications are essential, others can be attained with time. We believe diverse perspectives, upbringings, and knowledge contribute to our strong company culture and we encourage you to apply.
What we offer:
Our people mean everything to us. When you join Crafty, you're joining a team of passionate, smart hooligans who work incredibly hard and know how to get things done. Building the structure to support our team as it continues to grow will have a tremendous impact in enabling our growth today and shaping the company that we become. We are proud to offer a compensation package that includes an option to join our Crafty healthcare plan to cover health, dental, and vision plans, 401k, paid time off, equipment certification courses, and parental leave. And, it goes without saying, but snacks, beverages, and fun Crafty events are a part of that
Crafty provides equal employment opportunities (EEO) to all team members and applicants for employment without discriminating against race, color, religion, sex, sexual orientation, national origin, age, disability or genetics.