Senior Vice President of Client Services

2 weeks ago

Salt Lake, Utah, United States Women in Retail Full time

At Women in Retail, we are committed to empowering female entrepreneurs and enhancing our digital marketplace through innovative solutions. Our organization thrives on ambitious objectives and is always in search of skilled professionals who are passionate about contributing to a transformative mission. We cultivate a culture of authenticity and collaboration, ensuring that our team members experience the essence of #WomenInRetail.

Our Core Values
  • Empathy in Leadership
  • Collaboration is Key
  • Open Communication
  • Impactful Contributions
  • Leave Your Legacy

As the Senior Vice President of Client Services, you will spearhead the service strategy, operational excellence, and elevate the customer journey for both pre and post-purchase support. In this pivotal role, you will play a crucial part in defining the future of our Client Services division through the key responsibilities outlined below. The SVP will be responsible for building a high-performing team that enhances key performance indicators, customer satisfaction levels, and employee engagement and retention.

The SVP of Client Services should possess a strategic perspective capable of aligning various business goals at an executive level, driving results, and leveraging the team for impactful interactions with our clients and customers. Key Responsibilities

  • Foster a Customer-Centric culture to improve the overall customer experience across all product and marketing channels.
  • Leverage data and experimentation to continuously refine all operational processes.
  • Reinforce the understanding that customer service extends beyond traditional call center functions and is essential for delivering an outstanding customer experience.
  • Collaborate with leaders across the organization to implement effective solutions that ensure a consistent premium experience for our clients.
  • Drive operational efficiencies, enhance processes, and maintain or exceed key performance indicators for improved productivity.
  • Achieve essential performance metrics such as Net Promoter Score (NPS), Contact to Order Ratio, Handle Time, Quality, and First Call Resolution.
  • Encourage innovation, lead return on investment evaluations, and prioritize strategic investments.
  • Identify technological and automation needs to support capital initiatives.
  • Mentor and guide a team of Customer Experience professionals.
  • Oversee the annual budget and financial planning.
  • Engage regularly with senior management to align customer service priorities with the organization's overall strategy.

Requirements

  • Over 10 years of proven leadership in managing high-performing direct-to-consumer customer service teams.
  • A dynamic leader who inspires commitment to exceptional customer loyalty, teamwork, transparency in performance, adaptability, and resource mobilization with urgency.
  • Demonstrated success in cultivating a Customer First Culture.
  • Extensive experience in managing Customer Service Teams both directly and indirectly.
  • Proven track record in leading cross-functional transformative initiatives.
  • Experience in E-commerce Retail is a plus.

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