Head of Customer Experience

As the Head of Customer Experience, you are the strategic visionary responsible for the end-to-end customer journey and the long-term health of our global enterprise portfolio. Reporting directly to the Vice President of Customer Experience, you will bridge the gap between high-level business strategy and operational execution. You will lead a high-impact organization of Directors and Managers, fostering a culture of radical customer‑centricity and commercial rigor. Your mission is to scale a world‑class CX framework that ensures 100% retention, optimizes P&L performance, and positions the company as a strategic partner to the world’s most complex brands. What You’ll Do Strategic Leadership: Execute and operationalize the global CX roadmap, ensuring cross-functional alignment and measurable delivery against strategic objectives to create a seamless "onboarding-to-advocacy" lifecycle. Executive Governance: Lead executive engagement for top-tier accounts, partnering with the VP of CX on strategic escalations and enterprise-level decisions. P&L & Financial Stewardship: Own the financial health of the enterprise customer portfolio, driving account-level profitability, revenue optimization, renewal strategy, and disciplined management of margin, credits, and AR exposure Framework Architecture: Define and standardize the "Gold Standard" for account management, including the evolution of Quarterly Business Reviews (QBRs) and proactive churn‑mitigation playbooks. Organizational Scaling: Lead, mentor, and scale a multi‑layered team. You are responsible for succession planning and developing the next generation of CX leadership. Cross‑Functional Synergy: Partner with Product, Operations, and Marketing to translate customer feedback into product roadmaps and operational improvements, ensuring the voice of the customer drives enterprise‑wide change. Market Intelligence: Act as a thought leader, providing the Executive Leadership Team (ELT) with data‑driven insights on competitive threats, market shifts, and emerging ecommerce trends. Basic Requirements Experience: 12+ years in Customer Experience, Account Management, or Success Leadership, with at least 5 years in a "Manager of Managers" capacity within a high‑growth environment. Commercial Mastery: Proven track record of managing multi‑million dollar portfolios and successfully navigating high‑stakes contract negotiations and renewals. Analytical Rigor: Ability to transform complex data sets into actionable strategies that improve Net Promoter Scores (NPS), Customer Satisfaction (CSAT), and Gross/Net Retention. Operational Excellence: Deep understanding of the "Integrations and Implementations" lifecycle—you understand that a great customer experience begins long before the first order is shipped. Influence & Presence: Exceptional communication skills with the ability to influence internal executive stakeholders and external C‑suite clients. Strategic Growth Mindset: A history of identifying "white space" within existing accounts to drive upsell/cross‑sell opportunities in collaboration with Sales teams. Ability to travel up to 50% domestically to our customer or network sites. Bonus Points Domain Expertise: Deep background in Supply Chain, 3PL, Warehouse Fulfillment, or Global Ecommerce. Transformation Experience: Proven ability to lead teams through periods of significant organizational change or business transformation. Tech Savvy: Advanced proficiency in CRM ecosystems (Salesforce/Gainsight) and data visualization tools (Tableau/PowerBI). #J-18808-Ljbffr