The Vice President of Customer Experience is responsible for the overall satisfaction of customers. Plans and directs all aspects of an organization’s customer service policies, objectives, and initiatives. Being a Vice President of Customer Experience typically reports to top management. May require an advanced degree. The Vice President of Customer Experience manages a departmental function within a broader corporate function. Develops major goals to support broad functional objectives. Approves policies developed within various sub-functions and departments. Comprehensive knowledge of the overall departmental function. Working as a Vice President of Customer Experience typically requires 8+ years of managerial experience.
Vice President of Customer Experience Job Description Template
Our company is looking for a Vice President of Customer Experience to join our team.
Responsibilities:
- Create thought leadership in Customer Experience to evolve expertise;
- Support portfolio and the technology evolution to continually modernize the offerings and enhance differentiation;
- Ensure ENGINE is in consideration set when clients are choosing a CX relationship measurement partner;
- Participate in the development and deployment of sales and marketing activities to raise mindshare, consideration, preference and selection.
Requirements:
- 10+ years helping businesses learn, focus their initiatives and grow their customer base;
- Track record in driving customer engagement and loyalty, demonstrating acute understanding of customer life-cycles;
- Experience building and leading a team;
- Exceptional communication, presentation and relationship management skills – deep cross-functional collaboration is required;
- At least 14 years of experience in internet, digital, performance marketing-oriented roles within publishing – B2C experience is a must;
- Demonstrated depth of knowledge in customer analytics and data driven marketing, including success using these tools.