VP, Client Strategy Lead - Enterprise Client Service Transformation & Delivery - Remote US

Circana

20d•$170,000 - $200,000•Remote

About The Position

We are seeking a visionary, execution-driven senior leader to design, pilot, and scale a world-class B2B client service organization serving Circana’s enterprise clients globally. This role will define the client service strategy, operating model, organizational design, workflow management, and enabling technology ecosystem that deliver consistent, high-quality, and differentiated client experiences across the full client lifecycle. The successful candidate will bring modern, best-in-class client service and customer success thinking from complex B2B environments (e.g., enterprise technology, SaaS, financial services, insurance, or business process outsourcing) and apply those principles to Circana’s servicing approach. This role is accountable for shaping how Circana services its clients today and building a scalable model for the future. Success in the role includes Measurable improvements in client satisfaction, service quality, and consistency while doing so with a more efficient financial model A clearly defined, scalable client service operating model that grows with the business Strong team engagement, performance, and leadership depth across service teams Improved operational metrics including response time, resolution time, throughput, and accuracy Tight cross-functional alignment resulting in a seamless, frictionless client experience end-to-end.

Requirements

10+ years of progressive leadership experience in dedicated client service, customer success, support operations, or enterprise services within complex B2B environments
Proven experience leading large-scale service transformations, operating model redesigns, or capability buildouts in world -class B2B client service companies
Strong background in service design, operational excellence, and process optimization
Hands-on experience with technology-enabled service delivery, including CRM platforms, analytics, automation, and workflow tools
Demonstrated ability to influence and align senior stakeholders across functions and regions
Executive presence with strong strategic thinking paired with a willingness to engage in execution details
Experience operating in global, matrixed organizations

Responsibilities

Strategy Development: Define the long-term vision, guiding principles, and operating framework that aligns with Circana’s mission, delivering a highly effective global B2B client service organization
Organization Design: Lead the clean-sheet design of the future client service organization, including centralized versus decentralized models, dedicated client teams versus pooled resources, role clarity, governance, and reporting structures
Client Experience Standards: Develop and implement a comprehensive framework for service delivery with established SLAs and KPI’s, conduct market research to inform competitive advantage and commercial viability of the framework.
Operational Excellence: Design and implement standardized processes, playbooks, and workflows across onboarding, ongoing service, issue management, and lifecycle support; drive continuous improvement through data and root-cause analysis.
Technology Enablement: Partner with Technology teams to optimize and evolve the client service technology ecosystem, including CRM platforms (e.g. Microsoft Dynamics), case management, knowledge management, automation, analytics, and self-service capabilities. Introduce AI-enabled and proactive service models where appropriate.
Cross-Functional Collaboration: Work closely with Product, Sales, Engineering, and Operations to ensure seamless client onboarding, support, and lifecycle management. Act as a senior advocate for the voice of the client in strategic and operational decisions.
Change Leadership: Lead change management efforts associated with new systems, processes, capabilities, and organizational models to drive adoption and sustained impact.