Vice President Customer Experience

About the role

The Vice President of Customer Experience is responsible for architecting and delivering a world-class client experience that reflects the craftsmanship, elegance, and premium standards of Visual Comfort & Co. This executive leader will build and inspire high-performing teams, leverage cutting-edge technology, and drive the organizational objectives that cement our position as the premier luxury lighting resource.

Responsibilities

• Develop and execute a comprehensive customer experience strategy aligned with the Visual Comfort & Co. mission, brand values, and luxury market positioning.
• Champion a culture of elevated service excellence, ensuring every client touchpoint reflects the craftsmanship and refinement synonymous with the Visual Comfort name.
• Define and communicate clear performance objectives and KPIs to drive team excellence and brand consistency.
• Provide strategic leadership, aligning team efforts with organizational values and the premium expectations of designers, architects, and discerning consumers.
• Serve as a senior brand ambassador, shaping how the Visual Comfort experience is perceived across Direct and B2B channels globally.

Requirements

• Bachelor’s Degree in Business Administration, Marketing, or related fields; MBA or advanced degree preferred.
• Minimum 10 years of experience in customer experience leadership, preferably within a luxury, premium lifestyle, or design-forward market.
• Demonstrated senior leadership experience in customer experience or related fields, including direct P&L and team management.

Qualifications

• Strong aptitude for and proficiency navigating enterprise systems and programs; JDE and D365 a plus.

Skills

• In-depth knowledge of customer experience strategies, best practices, and emerging technologies within a luxury or premium brand context.
• Strong leadership qualities with the ability to inspire and motivate diverse teams around a culture of service excellence.
• Excellent communication and interpersonal skills for effective engagement with C-suite stakeholders, trade clients, and consumers.
• Analytical mindset, capable of leveraging data and insights to drive continuous improvement.
• Strategic thinking and problem-solving abilities focused on achieving business objectives without sacrificing brand integrity.
• Deep commitment to customer service excellence and the luxury client experience.
• Proven crisis management and escalation handling experience.
• Exceptional organizational and time management skills, with a strong attention to detail.
• Ability to prioritize and handle multiple tasks and changing priorities with composure and precision.

Benefits

• Work-Life Balance: Monday – Friday, 8:00am – 5:00pm additional hours based on the needs of the business.
• Domestic travel up to 25%.
• Training & Development: A comprehensive and structured training program, complemented by ongoing education and opportunities for career advancement.
• Paid Time Off: Generous vacation accrual and paid time off policies.
• Holidays: 7 paid holidays per year, in addition to 2 floating holidays.
• Compensation: Competitive compensation plan.
• Health Benefits: Visual Comfort covers the majority of employee medical premiums, and offers competitive vision and dental coverage available starting the first of the month following your start date.
• Insurance: Company-provided life insurance and short-term disability coverage.
• Retail: 401(k) plan with company matching up to 4%, available beginning the first of the month following your hire date.