Vice President Customer Experience (CX)

Responsibilities

• Leverages feedback from internal and external stakeholders and metrics to identify, prioritize and plan solutions to opportunities for continuous improvement for customer contact center management, CRM, and ecommerce work streams globally.
• PARTNERS WITH COMMERCIAL / BUSINESS GROUP, PRODUCT MANAGEMENT, OPERATIONAL AND IT STAKEHOLDERS TO TRANSLATE BUSINESS REQUIREMENTS INTO VALUE CHAIN, WORK PROCESS, TALENT AND TECHNOLOGY SOLUTIONS.
• DEFINES THE WORK OF THE FUNCTIONAL AREAS: CUSTOMER CONTACT CENTERS AND CRM.
• DESIGNS AND DIRECTS PROCESSES BY WHICH TEAM AND INDIVIDUAL PERFORMANCE ARE RECOGNIZED, FEEDBACK IS CONSISTENTLY DELIVERED AND PERFORMANCE IS SYSTEMATICALLY IMPROVED.
• IDENTIFIES, SELECTS, OVERSEES CONFIGURATION & IMPLEMENTATION FOR FUNCTIONAL ADOPTION OF DIGITAL TECHNOLOGIES, REALIZING ROI AND CX.
• MANAGES ORGANIZATIONAL PERFORMANCE THROUGH METRICS, OPERATING REVIEWS, AND TALENT ACTIVITIES (PERFORMANCE MANAGEMENT, SUCCESSION PLANNING AND DEVELOPMENT).
• SURE THAT ORDERS ARE MANAGED WITH A HIGH LEVEL OF ACCURACY, SPEED AND EASE.
• SLEWS, COACHES AND DEVELOPS THE TEAM, SETTING OBJECTIVES THAT ALIGN WITH COMPANY STRATEGY TO INSPIRE AND MOTIVATE THE TEAM.
• LEADS CROSS-FUNCTIONAL PROCESS DESIGN WITH DECISION MAKERS, SYSTEMS OWNERS, PROJECT TEAMS AND STAKEHOLDERS.
• DEFINES BUSINESS REQUIREMENTS AND GOALS TO IDENTIFY AND RESOLVE ISSUES WITH SCALABLE, SUSTAINABLE SOLUTIONS.
• DRIVES STANDARDIZATION WHERE POSSIBLE ACROSS ALL BUSINESS GROUPS AND FUNCTIONS.

Requirements

• Bachelor Degree in Business, Finance, Supply Chain, Operations, Customer Care, or equivalent experience.
• 10 years of leading a combination of CX functions (Customer Contact Centers), CRM, ERP system(s), and digital tools for past companies.
• 15 years progressive leadership experience, building teams and scaling businesses.

Preferred Qualifications

• Leadership in process mapping and continuous improvement activities.
• Leadership in technology selection, implementation, adoption, and optimization for customer experience (contact centers, CRM, ecommerce, self service).
• Prior experience supporting or leading merger and acquisition integration activities for CX.
• Experience with operating in a matrix organization with a mix of direct and indirect responsibilities for function including sales, service, operations, IT and finance resources.
• Knowledge, skills and abilities in depth knowledge of end to end CX business processes including areas such as contact centers, customer relationship management, ecommerce, and integration with front end sales and marketing, and back end fulfillment.
• Process improvement skills and experience, with end to end, value chain thinking.
• Strong attention to detail, outstanding analytical skills, and exceptional communication/interpersonal skills.
• Passion and skill to seek out and solve improvement opportunities from both a process and system standpoint.
• Ability to drive results in a fast-paced and constantly changing environment.
• Ability to comfortably handle risk, uncertainty, and ambiguity.
• Strong cross-functional collaborator, team player, Highly self-motivated and accountable, with an upbeat personality and a positive attitude.
• Excellent decision-making skills with a customer focus.
• Builds constructive and effective relationships across all levels of the organization.
• An exceptional people leader that possesses the following qualities: empathy, self-awareness, initiative, change agent, conflict management, coaching to enable vision/strategy and effective communicator.
• Drives collaboration and problem solving across business units / Commercial, IT, Operations, HR to create win-win for CX and company.