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Senior Vice President, Client Engagement
2 months ago
At Bose, we understand the significance of sound in our lives. It’s the essence of memorable moments, whether it’s the first notes of a beloved song or the warmth of a familiar voice. For nearly 60 years, we have been dedicated to enhancing sound quality, driven by our passion for making every listening experience extraordinary.
The Marketing division at Bose is composed of enthusiastic, innovative, and music-loving communicators. We harness the enchantment of what defines Bose, connecting that essence with individuals who share our belief in the transformative power of sound.
Position Overview
We are in search of a dedicated and seasoned leader in Customer Experience (CX) to advocate for a customer-focused ethos throughout the organization. This pivotal role will be key in shaping and executing the company's CX vision and strategy, ensuring outstanding experiences at every interaction along the customer journey. As a vital member of the global leadership team, you will work closely with various departments, including Direct-to-Consumer, Marketing Creative, Brand Strategy, Product Management, and Development, to create a cohesive and consistent customer experience that fosters brand loyalty and drives business success.
Key Responsibilities:
Establish and oversee the CX Vision & Strategy:
- Articulate the ideal customer experience across all platforms (both direct and indirect), covering web, email/SMS, app, in-store, and product interactions.
- Develop a comprehensive strategy that aligns with brand and business goals, prioritizing customer needs at every touchpoint.
- Chart the complete customer journey across all channels, pinpointing opportunities and challenges from initial discovery through purchase and retention. This journey map will incorporate integrated CX requirements and outline the operational model for essential cross-functional collaboration at each stage, such as:
- Pre-Purchase: Establishes customer journey phases across key interactions.
- Purchase: Specifies requirements for online and in-store product selection, navigation, display, and packaging experiences.
- Delivery & Setup: Defines requirements for the out-of-box experience and onboarding processes.
- Use & Engagement: Outlines the overall vision and comprehensive app roadmap, including commerce, community engagement, CRM, and customer support, integrating CX requirements with product functionality and technical development needs.
- Conduct user research and gather insights to continuously enhance the journey experience.
- Encourage a culture of customer-centricity throughout the organization.
- Lead the creation and execution of a cross-functional RACI model for advancing CX initiatives, including the app experience.
- Collaborate with Product Management, Software Development, and IT to prioritize features.
- Facilitate regular meetings and communication channels among key stakeholders involved in the customer journey and app development.
- Stay informed on industry trends and best practices in customer experience management, particularly regarding mobile app experiences.
- Propose and implement innovative strategies to elevate the customer experience, including the app.
- Champion thought leadership initiatives that position Bose as a frontrunner in CX.
Bose is an equal opportunity employer committed to fostering inclusion and diversity. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other legally protected characteristics. Our goal is to create an environment where every candidate feels supported and empowered throughout the interviewing process. Diversity and inclusion are integral to our success, and we believe that providing reasonable accommodations is essential to being an employer of choice.
