Overview As Head of Customer Experience, you will shape the end-to-end CX for a high-growth global portfolio, aligning strategy with execution. You'll lead a multi-layer team to ensure 100% retention, optimize profitability, and strengthen partnerships with top brands. You'll drive cross-functional initiatives with Product, Operations, and Marketing to transform feedback into scalable improvements. This role offers the chance to build a world-class CX framework that supports rapid growth and enterprise-level relationships.
Responsibilities- Lead the global CX roadmap and ensure cross-functional alignment to deliver onboarding-to-advocacy lifecycle improvements
- Drive executive engagement with top-tier accounts and partner on strategic escalations and decisions
- Own portfolio profitability and renewal strategy including margin, credits, and AR exposure
- Define and standardize the Gold Standard for account management, including QBR evolution and churn-mitigation playbooks
- Scale and mentor a multi-layer CX organization with succession planning
- Partner with Product, Operations, and Marketing to translate customer feedback into product and process improvements
- Provide data-driven market insights to the ELT on threats, shifts, and ecommerce trends
- Oversee governance and strategic decision-making at executive levels
Key requirements- 12+ years in Customer Experience, Account Management, or Success Leadership
- At least 5 years in a Manager of Managers role within a high-growth environment
- Experience managing multi-million dollar portfolios and leading difficult negotiations and renewals
- Ability to transform complex data into actionable strategies improving NPS, CSAT, and retention
- Deep understanding of the Integrations and Implementations lifecycle
- Excellent communication with ability to influence executives and C-suite clients
- Proven track record in identifying upsell/cross-sell opportunities with Sales teams
- Bonus: domain expertise in Supply Chain, 3PL, Warehouse Fulfillment, or Global Ecommerce
- Bonus: transformation leadership experience
- Bonus: tech-savvy with CRM ecosystems and data viz tools
- Exceptional communication and stakeholder management
- Strategic thinking and business acumen
- Leadership and people development
- Salesforce
- Gainsight
- Tableau
