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Role Description The VP of Digital Customer Experience is a full-time remote role responsible for shaping and leading the end-to-end digital journey for brands and distribution partners. This role oversees digital touchpoints, including websites, portals, and communication platforms, ensuring a seamless, intuitive, and satisfying experience for all users. Day-to-day tasks include defining digital experience strategies, analyzing customer behavior and feedback, and coordinating improvements with product, marketing, and technology teams. The VP will set experience KPIs, monitor performance, and lead initiatives to increase engagement, satisfaction, and retention. The role also involves collaborating with senior leadership to align digital customer experience with overall business objectives and to champion customer-centric culture across the organization.
Qualifications
* Strong strategic planning and leadership skills, with experience setting vision and roadmaps for digital customer experience.
* Advanced analytical skills, including the ability to interpret data, customer insights, and performance metrics to drive decisions.
* Deep expertise in customer service and customer satisfaction, with a track record of improving service standards and outcomes.
* Proven experience in customer experience design and optimization, including mapping journeys and enhancing digital touchpoints.
* Experience in digital transformation or managing digital platforms in B2B or cosmetics/consumer goods industries is highly beneficial.
* Excellent communication and collaboration skills, with the ability to influence cross-functional teams and senior stakeholders.
* Comfortable working remotely, managing distributed teams, and using digital collaboration tools.
* Bachelor’s degree in Business, Marketing, Digital Strategy, or a related field; advanced degree or equivalent experience is an advantage.