The Vice President of Customer Experience is responsible for architecting and delivering a world-class client experience that reflects the craftsmanship, elegance, and premium standards of Visual Comfort & Co. This executive leader will build and inspire high-performing teams, leverage cutting-edge technology, and drive the organizational objectives that cement our position as the premier luxury lighting resource.
Visual Comfort Offers:- Work-Life Balance: Monday - Friday, 8:00am - 5:00pm additional hours based on the needs of the business. Domestic travel up to 25%.
- Training & Development: A comprehensive and structured training program, complemented by ongoing education and opportunities for career advancement.
- Paid Time Off: Generous vacation accrual and paid time off policies.
- Holidays: 7 paid holidays per year, in addition to 2 floating holidays.
- Compensation: Competitive compensation plan
- Health Benefits: Visual Comfort covers the majority of employee medical premiums, and offers competitive vision and dental coverage available starting the first of the month following your start date.
- Insurance: Company-provided life insurance and short-term disability coverage.
- Retirement: 401(k) plan with company matching up to 4%, available beginning the first of the month following your hire date.
How success is defined:Strategic Leadership & Brand Stewardship- Develop and execute a comprehensive customer experience strategy aligned with the Visual Comfort & Co. mission, brand values, and luxury market positioning.
- Champion a culture of elevated service excellence, ensuring every client touchpoint reflects the craftsmanship and refinement synonymous with the Visual Comfort name.
- Define and communicate clear performance objectives and KPIs to drive team excellence and brand consistency.
- Provide strategic leadership, aligning team efforts with organizational values and the premium expectations of designers, architects, and discerning consumers.
- Serve as a senior brand ambassador, shaping how the Visual Comfort experience is perceived across Direct and B2B channels globally.
Team Development & Coaching- Lead, mentor, and inspire a high-performing, multi-channel customer experience organization with an emphasis on luxury-caliber service professionalism.
- Offer ongoing coaching, feedback, and performance evaluations to cultivate a team of brand stewards who embody Visual Comfort values.
- Establish robust communication frameworks and development pathways that foster a supportive, high-accountability team environment.
- Exhibits and adheres to the established Visual Comfort Company Values.
- Must demonstrate commitment, dependability, punctuality, and adherence to agreed-upon schedule while maintaining a consistent presence in the workplace to effectively collaborate and communicate amongst co-workers and teams.
Customer Journey & Experience Optimization- Map and continuously refine the end-to-end customer journey - from initial brand discovery through post-purchase engagement - ensuring a seamless, premium experience.
- Identify areas for improvement through thorough analysis of customer feedback, NPS/VoC data, and luxury industry benchmarks.
- Collaborate cross-functionally with Sales, Product, Marketing, and Operations to address client issues and drive holistic enhancements.
- Develop crisis management and escalation protocols that de-escalate issues swiftly while preserving client relationships and brand trust.
- Prepare comprehensive reports and presentations for senior leadership, outlining successes, challenges, and proposed strategic actions.
- Works effectively with others in a team environment to accomplish organizational goals and to identify and resolve problems.
Technology & Innovation- Lead the implementation and optimization of Salesforce Service Cloud (or equivalent CRM) to deliver a unified, 360-degree view of every client relationship, leveraging case management, Einstein AI features, workflow automation, and custom KPI dashboards.
- Oversee omnichannel contact center technology, including cloud-based telephony platforms (e.g., Genesys Cloud, Five9, RingCentral, Amazon Connect), IVR systems, intelligent call routing, and workforce management tools.
- Drive the strategic adoption of AI-powered CX tools including conversational AI, chatbots and virtual assistants, AI-assisted agent guidance, automated quality monitoring, and predictive/sentiment analytics.
- Evaluate and deploy emerging technologies - including generative AI for personalized client communications and self-service portals - that elevate efficiency without sacrificing the luxury client experience.
- Implement cutting-edge support technologies to optimize operational efficiency and enable personalized, high-touch service at scale.
- Stay abreast of luxury industry trends and emerging CX technologies to adapt strategies and maintain competitiveness.
- Monitor and analyze key support metrics and KPIs through BI platforms (Tableau, Power BI, Salesforce Reports) to drive performance improvements.
- Utilize data-driven insights to identify opportunities and implement strategies for enhancement.
- Strong aptitude for and proficiency navigating enterprise systems and programs; JDE and D365 a plus.
What you will bring:Education & Experience- Bachelor's Degree in Business Administration, Marketing, or related fields; MBA or advanced degree preferred.
- Minimum 10 years of experience in customer experience leadership, preferably within a luxury, premium lifestyle, or design-forward market.
- Demonstrated senior leadership experience in customer experience or related fields, including direct P&L and team management.
Technology Proficiency- Salesforce Service Cloud: Advanced proficiency in case management, Einstein AI, workflow automation, and executive reporting dashboards.
- Contact Center / Phone Platforms: Hands-on experience with enterprise CCaaS solutions such as Genesys Cloud, Five9, RingCentral, Amazon Connect, or equivalent; including IVR configuration and intelligent routing.
- AI & Automation: Proven experience deploying AI-powered tools including chatbots, virtual assistants, generative AI for client communications, predictive analytics, and automated quality assurance platforms.
- BI & Analytics: Proficiency with Tableau, Power BI, or Salesforce Reports to translate data into actionable strategy.
- Microsoft 365: Advanced proficiency in Teams, SharePoint, Excel, and PowerPoint for executive communication and collaboration.
- Strong aptitude for and proficiency navigating systems and programs; JDE and D365 a plus.
Leadership & Core Competencies- In-depth knowledge of customer experience strategies, best practices, and emerging technologies within a luxury or premium brand context.
- Strong leadership qualities with the ability to inspire and motivate diverse teams around a culture of service excellence.
- Excellent communication and interpersonal skills for effective engagement with C-suite stakeholders, trade clients, and consumers.
- Analytical mindset, capable of leveraging data and insights to drive continuous improvement.
- Strategic thinking and problem-solving abilities focused on achieving business objectives without sacrificing brand integrity.
- Deep commitment to customer service excellence and the luxury client experience.
- Proven crisis management and escalation handling experience.
- Exceptional organizational and time management skills, with a strong attention to detail.
- Ability to prioritize and handle multiple tasks and changing priorities with composure and precision.
- Available to work a flexible schedule including weekends, early mornings, and late evenings as business demands.
Compensation range: $218,000 - $225,000 plus bonus opportunity
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