VP, CUSTOMER SERVICE & EXPERIENCE
Location: New York – On-Site
Reports to: Chief Transformation Officer
Salary:
Up to $240,000 Nter Talent is supporting a leading technology-driven eCommerce business with the appointment of a VP, Customer Service & Experience. This is a newly created senior leadership opportunity for an experienced Customer Service, Customer Experience, or CX Operations leader to build and lead the customer experience function almost from the ground up. Reporting directly to the Chief Transformation Officer, the successful candidate will have significant visibility across the C-suite and will take ownership of how customers experience the business when issues arise, while also driving the operational improvements required to reduce those issues in the first place. The role will lead a combination of customer experience strategy, contact center operations, outsourced service partners, AI-enabled customer service, data and analytics, and cross-functional continuous improvement. This is an opportunity to make a significant impact across a high-volume, technology-driven consumer business and help establish a truly world-class customer experience function.
KEY RESPONSIBILITIES:- Act as the voice of the customer and help the C-suite define and execute the customer experience strategy.
- Establish and manage the key measures of customer experience, including satisfaction following every customer interaction and the frequency with which customers need to contact the business.
- Lead monthly reviews of customer complaints and contact drivers with Operations, Delivery, Product and Marketing, ensuring root causes are identified and addressed.
- Introduce an “andon cord” process to centrally identify issues that could impact a customer’s order, ensuring customers are proactively informed.
- Develop and implement a segmented customer service model across residential, corporate and business drop-ship customers.
- Develop premium service levels and policies for the highest-value customer segments.
- Lead the deployment of AI across customer service, including AI-powered agents, automated resolution of routine enquiries, AI contact tagging and tools designed to improve agent effectiveness.
- Establish clear quality controls and performance measures around the use of AI within customer service.
- Benchmark the organization against leading customer service and CX organizations across grocery, eCommerce, delivery and other high-frequency consumer businesses.
- Build, lead and develop a high-performing senior customer experience team.
- Manage outsourced service partners against clearly defined targets for resolution, satisfaction, quality and efficiency.
- Partner with Product and Engineering teams to define and deliver the contact center and customer service technology roadmap.
- Use customer data and analytics to identify contact drivers, customer behaviors and opportunities to improve retention and satisfaction.
- Work cross-functionally to reduce avoidable customer contacts and address operational issues impacting the customer experience.
- Drive continuous improvement across customer service processes, systems, policies and performance. FIRST-YEAR OBJECTIVESThe successful candidate will be expected to deliver significant measurable improvements within their first year, including:
- Every customer contact classified by root cause.
- A fully operational andon cord process.
- Launch of a segmented customer service model.
- Measurable reduction in the frequency with which customers need to contact the business.
- Improvements in customer satisfaction, service quality and NPS.
- Clear performance management across outsourced customer service partners. WHAT YOU'LL BRING
- 10+ years of relevant professional experience, ideally within eCommerce, delivery, grocery, retail or another high-frequency consumer business.
- 5+ years of experience within customer service, customer experience, CX operations or closely related customer-facing leadership roles.
- Experience within operations and supply chain environments is advantageous.
- Proven track record of reducing customer contact frequency and improving NPS, CSAT or other customer experience metrics at scale.
- Experience designing and implementing differentiated service models across multiple customer segments, including corporate or business customers.
- Proven experience managing offshore or outsourced customer service/contact center partners.
- Experience implementing AI within customer service and measuring its impact on resolution, quality and customer satisfaction.
- Strong analytical capabilities, with the ability to use customer and operational data to identify trends, root causes and opportunities for improvement.
- Excellent communication and executive stakeholder management skills.
- Ability to influence and drive change across functions without relying solely on direct authority.
- Experience with CRM and contact center platforms such as Salesforce Service Cloud, Zendesk, Genesys or similar.
- Bachelor’s degree in Engineering, STEM, Business, Operations or a related discipline, or equivalent professional experience.
- MBA is advantageous.
ABOUT NTER TALENTNter Talent is supporting this appointment.
We specialize in identifying and attracting high-caliber leadership talent across Food & CPG, eCommerce, Supply Chain, Logistics, Manufacturing and Operations across North America.
For this appointment, we are particularly interested in speaking with senior Customer Experience, Customer Service, CX Operations and Contact Centre leaders who have delivered measurable improvements across high-volume consumer environments.
If you have a proven track record of improving NPS/CSAT, reducing customer contact rates, leading outsourced service operations and using technology and AI to transform customer experience, we would be interested in speaking with you.
To discuss the opportunity confidentially, please contact Nter Talent directly.
