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