Chief Customer Experience Officer

1 week ago


New York, New York, United States Springwater Global Full time

Vice President of Customer Experience

Transforming the Pet Health Landscape

Springwater Global, a leader in the pet wellness sector, is on the lookout for an exceptional Vice President of Customer Experience. This pivotal role is designed for a visionary leader who will spearhead initiatives to revolutionize the pet care market. Our client is dedicated to providing pet owners with comprehensive health solutions, ensuring they have the necessary resources and confidence to care for their beloved pets.

What Makes This Opportunity Unique

At Springwater Global, you will be part of a mission-driven organization that values both performance and passion for pets. The environment fosters collaboration and innovation, allowing you to tackle intricate challenges while being part of a supportive team. The company prioritizes results over hierarchy, ensuring that your contributions are recognized and rewarded fairly.

Your Role and Responsibilities

As the VP of Customer Experience, you will lead the Customer Success and Operations teams, focusing on creating and implementing strategies that enhance customer satisfaction and drive business growth.

Key responsibilities include:

  • Strategic Development: Formulate and execute a comprehensive Customer Experience strategy that aligns with the company’s growth objectives.
  • Leadership Collaboration: Work closely with other senior leaders, including those in Engineering, Finance, and Sales, to ensure cohesive leadership.
  • Team Development: Inspire and guide a high-performing team dedicated to customer success and operational excellence.
  • Stakeholder Engagement: Build and nurture strong relationships with key stakeholders, ensuring their expectations are consistently met.
  • Feedback Utilization: Leverage customer insights from various feedback mechanisms to drive product enhancements and minimize customer pain points.
  • Cross-Departmental Collaboration: Partner with Sales, Marketing, and Product teams to ensure a seamless customer experience.
  • Data-Driven Insights: Employ analytics to refine customer interactions, focusing on efficiency and satisfaction.
  • Resource Management: Strategically oversee the Customer Experience budget to maximize return on investment.
  • Innovation Leadership: Stay abreast of industry trends and bring forward-thinking ideas to elevate the customer experience.
  • Customer Advocacy: Represent the voice of the customer within the organization, promoting a customer-centric culture.

Qualifications and Skills

  • Experience: Over 12 years in customer experience roles, with a minimum of 5 years in a leadership position.
  • Proven Track Record: Demonstrated success in enhancing customer satisfaction and retention in a B2B2C context, particularly within high-growth environments.
  • Leadership Skills: Ability to motivate and lead teams while managing multiple priorities effectively.
  • Interpersonal Skills: Excellent communication skills, with a knack for establishing lasting relationships with clients and stakeholders.
  • Analytical Skills: Strong analytical capabilities, utilizing data to inform strategic decisions.
  • Technical Proficiency: Familiarity with customer success tools and platforms.
  • Industry Insight: Experience in employee benefits or HR technology is advantageous.

This role requires a hybrid work model, with a commitment to in-office collaboration.



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