Vice President, Customer Experience

MOO•East Providence, RI

About The Position

At MOO, we believe Customer Experience can be a genuine point of difference - and an important driver of how we grow. We’re looking for a VP, Customer Experience to lead the next evolution of our customer and commercial strategy. This role will own the growth of our Managed Services business, lead our Customer Service and Revenue Operations organisations, and set the strategy for how we create a differentiated MOO experience across the end-to-end customer journey. Reporting to our Chief Commercial Officer, you’ll lead an organisation of approximately 120 people across the US, UK and South Africa, with senior leaders across Sales, Customer Service and Revenue Operations.

Requirements

Exceptional strategic thinker, able to take a complex, ambiguous problem, identify what matters, and turn it into a clear strategy and set of choices.
Highly numerate and uses data and customer insight to get to the answer.
Genuinely customer obsessed, instinctively looking at the business through the customer's eyes.
Experience turning customer insight into changes in strategy, proposition, product, experience or operations.
Knows how to find and shape opportunities for growth.
Can think strategically about where to play and how to win, using customer needs, segmentation, economics and market opportunity to develop a compelling growth strategy.
Able to lead strong, experienced functional leaders, knowing when to challenge, coach, or get out of the way.
Can add strategic value without needing to be the deepest expert in Sales, Service or RevOps.
Exceptional at leading across organisational boundaries, creating alignment, influencing senior peers, and driving meaningful change across teams not directly controlled.
Excited by how technology and AI can reshape the customer experience.
Can think strategically about where human interaction creates real value and where technology, automation, and AI can make the experience better, simpler, and more scalable.

Responsibilities

Own the strategy and performance of MOO’s Managed Services business.
Deliver Managed Services revenue growth through customer acquisition, retention and expansion.
Define the target customers, industries and segments where MOO should focus.
Develop the proposition, strategy and capabilities required to win and grow high-value customers.
Determine where human interaction creates value and where AI, automation and self-service should play a greater role.
Ensure Demand Generation, Sales Enablement and lead generation support the growth strategy.
Own and lead MOO’s end-to-end Customer Experience strategy and capability.
Define what a differentiated MOO experience should be and the principles that underpin it.
Identify the biggest gaps and opportunities across the end-to-end customer journey.
Own the cross-functional CX roadmap and drive action across the business.
Build customer insight and measurement into how MOO prioritises and makes decisions.
Own the performance and future direction of Customer Service.
Ensure Customer Service delivers strong customer, operational and cost outcomes.
Own the strategy for the Service organisation, including how Service contributes to MOO’s premium experience and customer loyalty.
Determine where human interaction creates value and where AI, automation and self-service should play a greater role.
Ensure Service insight drives improvements beyond the Service team.
Own Revenue Operations, including customer systems, Managed Services Demand Generation and Sales Enablement.
Ensure our systems, partners, data and processes enable effective customer management and growth.
Build the Demand Generation capability required to create the right Managed Services pipeline.
Ensure Sales teams have the tools, insight, processes and enablement required to perform.
Use data, technology and AI to improve Sales and Service effectiveness.