Vice President of Customer Experience

4 weeks ago


Houston, United States Visual Comfort & Co. Full time
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

Requirements:
  • 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

LI-Onsite

Other details
  • Job Family Customer Service
  • Pay Type Salary

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