Position Title: Vice President of Client ServicesPosition Summary/Objective: We are seeking a Vice President of Client Services to lead the end-to-end member experience for our network of independent retailers. This executive will be responsible for driving member success through effective onboarding, engagement, program adoption, retention, and satisfaction strategies. The VP, Client Services will lead and develop the client services team, foster strong member relationships, and ensure members receive measurable value from their membership. The ideal candidate is a strategic, customer-focused leader who can leverage member feedback and insights to continuously enhance programs, improve the member experience, and support organizational growth.
Supervisory Responsibilities: Directors and managers of member services and account management
Essential Functions and Responsibilities: Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
Strategy and leadership
- Set the client services vision, strategy and annual plan, aligned with company growth and retention goals
- Build, lead and develop a high-performing team; set clear goals, coach managers and plan succession
- Own the department budget, staffing model and service-level standards
- Serve on the senior leadership team and represent the member's voice in company decisions
Member experience and retention
- Design and continuously improve the member lifecycle: onboarding, adoption, renewal and growth
- Drive retention and renewal; identify at-risk members early and lead save strategies
- Act as executive sponsor for key and strategic member accounts and escalated issues
- Run regular member satisfaction measurement (NPS, surveys, advisory councils) and act on the results
Program adoption and value
- Increase member participation in core programs - purchasing, marketing, e-commerce, financing and technology services
- Partner with Merchandising, Marketing and Digital teams to launch new programs and train members on them
- Show members clear ROI from their membership through business reviews and performance reporting
Operations and insight
- Set and report KPIs for service quality, response time, retention and program usage
- Oversee CRM (Salesforce) processes, data quality and member reporting
- Standardize playbooks, tools and workflows so service is consistent across regions and teams
- Partner with vendors and suppliers on member-facing support where programs overlap
Remote Work/Travel: This position will work remotely from a home address and is subject to AVB's Remote Work Policies and Procedures then in effect. This is a home office-based leadership role requiring approximately 20-30% domestic and international travel to member locations, regional meetings, industry trade shows, the AVB Annual All-Employee Meeting, and other business events. Some evening and weekend work may be required to support travel and event obligations. Any requests for accommodations related to required travel (including medical accommodations) should be addressed to Human Resources.
Required Skills and Abilities: Required
- 5+ years leading managers and multi-level teams
- Proven record of improving retention, satisfaction and program adoption with measurable results
- Experience owning a department budget and building KPI dashboards
- Strong working knowledge of CRM platforms, ideally Salesforce
- Excellent executive communication, presentation and negotiation skills
- Ability to travel 20-30%, including internationally
- Member-first mindset with sound business judgment
- Team building and talent development
- Data-driven decision making
- Cross-functional collaboration and influence
- Calm, decisive escalation management
Preferred
- Experience in home furnishings, appliance, electronics or bedding retail, or with a buying group, cooperative or membership organization
- Understanding of independent-retailer economics, vendor programs and co-op marketing
- Familiarity with retail e-commerce and digital marketing services
Education and Experience: - Bachelor's degree in business, marketing or a related field, or equivalent experience (MBA or advanced degree preferred)
- 10+ years in client services, account management or customer success
Physical Requirements: Prolonged period of sitting at a desk and working on a computer
This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.
