<< Previous :: Next >> By Date :: Top Recent :: Top 30 days :: Top 365 days :: Back

Job Description for Vice President of Customer Experience – You Fill-in Your Specs - By John Hendrie

2013-02-06

Send

PDF

Bookmark

Text Size:

LRA Worldwide Most of us talk about it; some actually create the position. It is simply not enough to believe that a non-directed Customer orientation effort will suffuse throughout a culture - you need someone to drive the effort. So, I thought to help you begin to craft what you need for your particular organization and business.

The below displays many of the key elements of a Job Description for a Vice President of Customer Experience – many, but not all. Just add your particulars and off you go!

Position Overview

Responsible for cultivating customer relationships and serving as the lead brand advocate throughout the Company and all contact points, including e-mail, phone, live chat, and social platforms. The position reports to CEO.

Essential Functions

Development, budgeting and continual refinement of the customer experience strategy;
Creation of key performance metrics to measure customer experience and brand awareness, capturing customer behavior, analysis of results, and development of cross-departmental recommendations;
Design, communicate, maintain and continually optimize departmental processes that address business needs and that ultimately yield an excellent and brand-appropriate customer experience;
Demonstrate and foster a sense of urgency and entrepreneurial commitment to achieving goals; and

Qualifications

MBA degree required
10+ years in customer service management, preferably with 4+ years of director-level experience.
Excellent communicator with superior verbal, written, interpersonal, technical and presentation skills.
Ability to think critically and problem solve in a fast- paced, entrepreneurial environment.

So, how did you do? This is not an empty exercise; matter of fact, often our Marketing folks drive the current effort. However, times have changed, their efforts are further directed elsewhere, and the relationship with your Customer either wanes or becomes cluttered and cloudy. Time to take a fresh look at your organizational strategies and on-board a winning approach.

LRA Worldwide is a leading research and consulting company in the emerging discipline of Customer Experience Management (CEM). We work with our clients to help them design and deliver consistently exceptional customer experiences in order to drive customer satisfaction, loyalty and advocacy, and company growth and profitability. We have built a range of quality assurance, mystery shopping, research, training and consulting solutions to help them do so.

Today, we are a growing company operating in more than 120 countries throughout the world, servicing our clients from offices and resources in the Americas, EMEA and Asia Pacific regions and helping clients such as Starwood Hotels & Resorts Worldwide, the National Football League, Avis Budget Group, Madison Square Garden, the Cosmopolitan of Las Vegas and Mandarin Oriental Hotel Group deliver exceptional customer experiences. Every touch. Every time. For more information, visit us at www.LRAworldwide.com.

Logos, product and company names mentioned are the property of their respective owners.