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Away // travel brand & luggage
New York City    Posted: Tuesday, September 28, 2021
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Away is a global lifestyle brand with a mission to transform travel through products & content that inspire people to get away more. We are looking for a VP of Customer Experience to drive strategy & execution of our end to end customer experience with the brand as we scale the business. This role will be responsible for developing an overarching strategy for all things related to our customer touch points across all channels. You will be a pivotal voice on our senior leadership team in how we scale how customers interact with Away on our website, in our stores, & across phone, email, livechat, & more as we grow Away into the #1 travel brand globally.

As the VP of CX, you will oversee service strategy, operational excellence, & lead the customer experience for pre & post purchase support to our customers across all shopping channels. The VP will evolve, develop, & build a best-in-class team that creates unique experiences that meet the needs of every customer while improving key customer satisfaction metrics. The VP of CX will demonstrate a strategic mind-set that can articulate multiple business objectives, at an executive level, while driving results & improving every interaction our customer has with Away.

What youll do:

  • Act as a strategic lead for major cross-functional projects that serve to improve the Away customer journey, from re-imagining customer support to the creation of loyalty & membership programs to rethinking how we build relationships with our customers
  • Lead the strategy & execution of our end to end customer experiences via our customer experience platforms including phone, email, live chat, & social media
  • Work with current customer care team to define goals & service levels to ensure the best customer experience & then develop structures, rules & policies within customer care to ensure KPIs are met
  • Serve as a business leader within the organization, partnering with leadership across Ecommerce, Retail, Marketing, Technology & other cross-functional teams to scope out & further improve internal tools & systems to drive delightful customer & community experience
  • Lead the exploration & implementation of technology solutions to scale our experience, including new channels & company-wide tools (e.g., CRM)
  • Lead the development of the future state of our customer care team, including potential for support from remote employees, part time employees, and/or agency support to ensure the scalability of the exceptional experience we strive to deliver to all of our customers
  • Find ways to utilize our customer care team & tools not just for reactive support, but for proactive clienteling & relationship building to promote customer happiness & retention

Who you are:

  • You have at least 10+ years of relevant work experience in customer experience
  • You make every decision with the customer at the forefront, putting experience first & how we make it happen second
  • You are knowledgeable of the latest best practices & technologies in the CX ecosystem & believe there is always a way we can continuously improve
  • You have a strong track record of people management with in-house & remote and/or agency teams;  you are low-ego, high-energy, & exhibit the qualities of a servant leader, always asking what you can do to make everyone around you more successful
  • You are able to execute on todays challenges while maintaining a futuristic mindset around where well be six months, a year, & several years from now
  • You are data driven & goal oriented, you measure success both quantitatively & qualitatively, & understand the importance of both
  • Your communication skills are unrivaled, & you know how to make people listen & understand
  • You are curious & resourceful with a natural ability to solve problems & seek new information
  • You can see the big picture, but are willing to dive into the details to move projects along
  • Passionate about transforming travel (but thats a given!)
  • You can show proof of COVID-19 vaccination & adherence to HQ COVID office policies using Bindle, a secure platform that verifies vaccination status without sharing private health information, within 30 days of hire
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