Vice President of Customer Experience (Digital Marketing Services)

The Vice President, Customer Experience uniquely combines both strategic and operational leadership to drive the overall client experience, retention, and growth across the department. Deliver a best-in-class customer success strategyDevelop and deliver a clearly documented and scalable customer success strategy including measurable outcomes and repeatable processes that can be adopted across teams as the organization grows.Establish mechanisms for collecting, synthesizing, and socializing client insights and customer feedback to inform strategic decision-making and translate into clear guidance for cross-functional teams.Define standards and service level agreements (SLAs) for a consistently high-quality customer experience that is consultative, proactive, and outcomes-oriented.Lead initiatives that enhance the customer experience through technology adoption, streamlined processes, onboarding efficiencies, and scalable systems that reduce friction and speed time-to-value.Regularly audit the marketplace to help identify and adopt innovations in customer service experience. Regularly provide analysis to leadership.Continually assess the quality of customer interactions and provide the necessary feedback and coaching to elevate customer engagement and satisfaction. Collaborate with executive leadership to identify and pursue organic growth opportunities, including upselling, cross-selling, and expansion into new product/service offerings.Oversee annual department planning and execution, ensuring alignment to the organization’s strategic plan and successful long-term client partnerships.Achieve agreed upon enrollment and retention rates and ultimately revenue across various programs.Engage, retain, and enable high performing talentProvide energetic and motivational leadership to a large and growing team.Contribute and proactively manage talent plans. 15+ years of progressive experience in customer success, client services, and/or call center management5+ years of executive level experienceIn-depth expertise in consultative digital marketing selling, strategic account management, and client retention strategiesExperience managing a large team including hiring, firing, and performance management responsibilitiesBachelor’s degree in Business, Marketing, Advertising or related fieldAdvanced analytical skills and experience with CRMs and cloud-based business phone systemsExceptional communication, negotiation, and executive presenceOccasional domestic travel as required