Vice President Of Customer Experience

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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