VP, Customer Experience eCommerce

Job Purpose:

Reporting to the Chief Marketing Officer, the VP, Customer Experience - eCommerce is a senior executive that will drive success for our existing hospitality customers. This role includes responsibilities for leading a global team of Customer Experience professionals across the customer lifecycle (on-boarding, growth, support, services, adoption, advocacy, retention, etc.) and the resulting outcomes (renewals, churn mitigation, service package purchases, upsells, etc.).

Given our business model, where our customers pay us over time, Customer Experience is vital to our long-term profitability. We will be successful if our customers are receiving incredible value from our service.

Responsibilities:

Essential Functions:

Accountability

• Drive Customer Success Outcomes
  • Optimize renewal rates and minimize customer churn
  • Expand our revenue in accounts through cross-sell and up-sell
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Drive new business growth through greater advocacy and reference-ability
• Prioritize and make decisions for the execution of all projects ensuring that teams have the tools and methodologies to be effective.

Excellence

• Prioritize work to balance Cendyn's revenue goals with staff capacity and customer requirements.
• Automate the predictable so we can humanize the exceptional:
  • Drive customers to self-service first via the customer service portal and ensure skilled and empowered agents are providing support with more complex questions and requests
  • Maximize profitability of services & support as we scale the operation
• Oversee business process flow and procedure compliance to ensure individual and team’s efficient delivery of activities.
• Focus on the Customer Journey
  • Monitor, refine, optimize the phases of the customer journey
• Instill a Drive for Excellence throughout the Customer Experience team. Measure the effectiveness of customer experience
  • Define operational metrics for team
  • Establish system for tracking metrics
  • Create cadence for review within team
  • Expose subset of metrics to executive team, company, and board

Collaboration

• Manage Customer Experience team activities
  • Customer: Onboarding, Training, Professional Services, Renewals, Cross-sell / Up-sell, Advocacy
  • Associate: Onboarding, Training, Career Path, Leadership Growth, Mentorship
• Inspire Excellence in Customer Experience Across Company
  • Create company-wide culture focusing on the customer – surrounding their experience and successful partnership with the company
  • Align with Digital Media Team around driving results, representing the customer
  • Align with Marketing around targeting existing customers
  • Align with Sales around cross-sell and up-sell opportunities and maintain a sales focus goal on customer retention
  • Align with Finance around measurement and forecasting
  • Align with Executive Team around key metrics and objectives
  • Drive company-wide definition of ideal customer
  • Create company-wide customer feedback loop

Innovation

• Enhance Customer Experience team effectiveness and efficiency through technology and/or automation. Including optimization/adding the following:
  • Customer Success Management platform
  • Reference and advocacy solutions
  • Customer marketing software
  • Support systems
  • Digital Marketing systems
• Identify opportunities for ongoing learning to ensure full satisfaction by each customer
• Provide input and feedback, from a business user’s perspective to the Cendyn Product group

Humanity

• Develop and lead world-class Customer Experience team
  • Foster collaboration within team and across customer lifecycle
  • Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities.
  • Encourage continuous learning within team
  • Create efficient onboarding process for new team members to minimize learning curve

Non-Essential Functions:

1. Make high impact presentations to influence customer actions
2. Use Salesforce, Zendesk, and other Digital Marketing products to communicate and track customer interactions

Requirements:

Required Education and Experience:

• 12+ years of relevant work experience with gradually increasing responsibilities including 7+ years’ experience in leading customer-facing organizations, preferably globally
• Degree from an accredited college or university, or equivalent experience
• Ability to manage influence through persuasion, negotiation, and consensus building
• Deep understanding of value drivers in recurring revenue business models
• Strong knowledge of digital marketing and advertising channels, including: Display Advertising, Search Engine Marketing (SEM), Search Engine Optimization (SEO), Social Media and Mobile Marketing
• Excellent communication and presentation skills
• 7+ years of experience in account management
• 5+ years of experience in Digital Marketing
• Additional experience in these areas is a plus.
  • 2+ years of experience in Hotel Operations or equivalent experience

Competencies:

• Business Management Skills - Strong leadership skills (listening, communications, coaching,), proven ability to formulate and implement strategies, ability to manage in a matrix organization, ability to implement and manage change.
• Account / Relationship Management - ability to retain and grow accounts, with a strong commitment to customer satisfaction
• Planning and Organizational Skills –Excellent organizational, planning, and proven ability to manage multiple priorities.
• Decision Making – Excellent decision making and problem-solving skills.
• Office Tools – Strong technical aptitude and skilled in Microsoft Windows-based office tools including presentation software, database software and desktop applications. Proficiency in Microsoft Office products: Outlook, Excel, Word, PowerPoint. Basic abilities with SharePoint and Smartsheet are a plus.
• Empowerment, Coaching and Teambuilding – Ability to provide guidance and coaching while empowering staff to perform their role. Create and maintain sense of teamwork to ensure accountability, cooperation, and collaboration towards a common goal.
• Analytical and Conceptual Thinking – Ability to interpret and analyze situations, identify solutions, and formulate recommendations for effective management.
• Innovation – Ability to initiate creative thinking to accomplish continuous improvement and evolution of the department.
• Communication – Excellent communication and presentation skills. Solid communication skills to effectively deal with various levels of management, staff, and/or outside contacts.
• Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.

Position Type/Expected Hours of Work:

This is a full-time position. Days and hours of work are Monday through Friday, 9 a.m. to 5:30 p.m and subject to changes by Manager’s communication and may have to accommodate customer schedules in different international time zones.

Travel:

This position may require up to 35% of travel. Travel may be international, overnight and outside of regular business hours.