The Vice President - Customer Experience will be responsible for defining and driving the organization's customer experience strategy across all customer touchpoints. This leadership role will oversee customer service operations, social media engagement, customer insights, escalation management, service excellence initiatives, and process transformation to ensure a seamless and differentiated customer journey.

Key Responsibilities:

Customer Experience Strategy & Leadership:

- Define the CX vision, strategy, and multi-year roadmap aligned with business goals.

- Champion a customer-first culture across the organization and drive initiatives that enhance customer satisfaction, retention, and lifetime value.

- Establish service standards, governance frameworks, and best practices across all customer interaction channels.

- Lead, mentor, and grow the customer experience, customer service, and social engagement teams.

Customer Operations Management:

- Oversee end-to-end customer support operations across phone, email, social media, chat, and other digital channels.

- Drive continuous improvement in response times, resolution rates, and satisfaction scores.

- Define and monitor operational KPIs; hold the team accountable to high performance standards.

Customer Insights & Analytics:

- Analyze service trends, NPS, CSAT, social listening data, and VOC (Voice of Customer) insights to identify improvement opportunities.

- Translate customer data into concrete business recommendations and process improvements.

- Lead customer research initiatives to understand evolving customer expectations and market trends.

Stakeholder & Cross-Functional Collaboration:

- Partner with Retail, E-commerce, Marketing, Supply Chain, Product, Technology, and Operations teams to improve the customer journey.

- Drive cross-functional initiatives to eliminate customer pain points and improve overall customer experience.

- Be the senior escalation point for critical customer concerns and brand-sensitive issues.

Process Excellence & Transformation:

- Optimize CRM utilization, customer support tools, and reporting systems.

- Drive automation, AI-assisted support, and workflow redesign to scale operations without sacrificing quality.

Team Leadership & Capability Building:

- Build and develop high-performing CX teams through coaching, structured training, and succession planning.

- Foster a culture of ownership, empathy, and continuous learning within the team.

Requirements:

- 10-15 years of experience in customer service or customer experience, with at least 5 years in a senior leadership role (Director / VP level).

- Proven experience leading large, multi-channel customer support teams.

- Degree in Business Administration, Marketing, Communications, Operations, or a related field.

- Familiarity with AI-assisted support tools and automation.

- Prior experience in Retail, E-commerce, Consumer, Lifestyle, or Customer-facing industries preferred.

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