VP of Customer Experience, PetLabCo.

• Extensive experience in Customer Service in a fast-moving e-commerce company
• Experience in the subscription CPG/FMCG space is preferable
• Experience working at a Start-up or SME is essential (Our current Customer Service team is sub 70 people)
• Familiarity within the subscription space
• Strong understanding of direct-to-customer experience operations
• Strong knowledge of and/or familiarity with Customer Service platforms like Zendesk, Salesforce Cloud, Richpanel, Gorgias, etc
• High comfort with data and obsession with analyzing quantifiable and qualitative metrics measuring customer service agents and customer satisfaction and happiness
• Strong organization and communication skills for transitioning platforms, quickly training a large international team for new approaches/product launches/tests, and developing rigorous QA systems
• Curiosity to challenge the status quo and appetite for constantly testing and improving – whether changing offers for customers, altering macros based on cohorts, etc
• Effective presentation skills in summarizing key pain points, providing scalable solutions, and world-class execution
• Excellent interpersonal, communication and relationship management skills with the ability to engage with Leadership
• Unique ability to see world through the eyes of the customer
• Demonstrated ability to work with all levels of the organization and multiple departments
• Exceptional people leadership and team management skills
• Self-starter with a keen focus on performance and relentless pursuit of excellence
• Detail-oriented, organized and accurate with the ability to multi-task and work cross-functionally
• Successful in driving adherence to process and policy, with a continuous improvement mentality and strong work ethic
• Must thrive in a fast-paced and dynamic company environment, and have a strong work ethic

Desirable

• In this role, you will lead strategy and be responsible for consistent execution of the optimal customer experience across all the channels and geographic markets in which PetLab Co. operates
• This position will ensure the entire customer care operation delivers superior customer service while aligning to the values, mission and growth targets of PetLab Co
• We are looking for an individual who will be a hands-on leader who is happy to roll his/her sleeves up and be the driving force behind creating the best customer service team while also having a sharp awareness for the commercial needs and goals of PetLab Co
• This will involve effectively training our Customer Care team so they can effectively help execute exceptional customer service, creating community and loyalty among our consumer base, and focusing on retention and growth
• Communicate directly with Leadership to build and execute a roadmap to achieving exceptional customer experience in all geographies in which PetLab Co. operates
• Identify the biggest customer experience pain points and working with internal teams to implement potential solutions (including, but not limited to, first-time customer experiences, retention, constant collection of customer feedback)
• Develop protocol for training Customer Care agents to ensure consistent, exceptional service for all our customers from all channels and to handle non-routine issues and escalations independently across all geographies (US, Europe, etc.)
• Evaluate progress against quantitative and qualitative targets
• Identify and solve recurring consumer issues with scalable solutions globally
• Act as the ultimate brand ambassador for PetLab Co. on the front lines of communication
• Represent the voice of the customer in internal meetings
• Be PetLab Co.’s NPS champion, ensuring that there is a closed customer feedback loop, while conscious of company revenue and retention targets
• Stay up-to-date with the latest customer experience trends, including AI and other Customer Experience-targeted technology
• Lead PetLab Co.’s strategy for AI, NLP, and self-service
• Prioritize delivering ultimate customer service experience, without compromising PetLab Co.’s growth and commercial goals
• Devise a customer-centric strategy, aligned with PetLab Co.’s goals for developing long-term relationships with customers
• Stay hands on by regularly communicating with customers across all channels