the way people enjoy wine, and consequently disrupting one of the oldest industries on the planet. By harnessing the power of technology and social behavior, we’ve created the world’s largest - and smartest - wine community and marketplace. Over the next ten years, the global market for online wine sales is expected to grow significantly and Vivino will be at the forefront of this growth. Now is the time to join a fast paced and growing team.
To support our efforts, we are looking for an experienced leader for our Customer Experience division from our headquarters in Copenhagen, managing a global team in Europe, Americas and Asia. The VP of Customer Experience will be based in Copenhagen and will report to the CPO.
RESPONSIBILITIES Lead the mission, vision, strategy, and roadmap for creating a world-class customer service experience function while delivering stellar customer experiences efficiently and economically Be a primary advocate for Vivino customers, representing both the voice of the customer and the company, and balancing the needs of the customer with those of the business Explore and advise executive leadership on new technologies and/or vendors to improve productivity and customer engagement to keep them coming back. Leverage process and technology to improve the efficiency of our customer service contact team Partner with product and engineering teams on the exploration and execution of product developments to improve customer experience and team efficiencies Evaluate productivity and performance across the Customer Experience team as it measures up to company-wide goals and department KPIs Define KPIs/Metrics/SLAs to monitor the success and progress of the customer experience organization Determine staffing levels across Customer Experience to guarantee service expectations are met Develop and lead a best in class Voice of Customer (VOC) program to gain insights into both merchant partners and consumers' needs. Serving as the voice of the customer internally and externally, driving awareness of customer pain points and partnering cross-functionally to develop comprehensive solutions Identify different customer subsets and analyze customer insights to create a better experience through process and product change, communication change, and beyond Develop strategic initiatives that drive customer satisfaction, retention & LTV Coach and develop the team to provide stellar support across all channels and build authentic relationships with Vivino customers Establish, coach & embed best practices in service to ensure quality, speed and flexibility within our customer experience team Develop strong collaborative processes and partnership with Marketing, Product and Legal teams that enhance cross-functional transparency and drive execution Develop and manage annual operating plans and budget Improve the accuracy and actionability of our data, for example managing the creation of dashboards and reporting of progress against key metrics to the executive team. Deliver exceptional, analytical insights through a deep understanding of the customer and the customer experience Be an agile change leader through building and growing a strong team, focused on excellence and continuous improvement
QUALIFICATIONS AND SKILLS You have a high level of accountability, accepting responsibility and are willing to commit to and deliver specific, measurable work products and results You have a passion for the customer experience, and are an advocate for Vivino’s customers You have a proactive mindset and an ability to drive customer satisfaction results You are goal-oriented and comfortable measuring my team’s success by quantitative metrics You are action-oriented and have the ability to create a vision, and you drive change with momentum and energy You set ambitious goals and promote them to obtain the resources your team needs to meet them You are data-driven and you have a deep understanding of the primary metrics that should be monitored, what levers influence these and how to improve them You are empathetic and you lead a global team, providing services to people around the world. In addition to this, you empower your team, help them and lead them through ambiguity You’re not an asshole
VIVINO'S FIVE CORE VALUES ARE: Always Strive for Better Work Together Earn and Offer Trust Be Approachable Lead with Data
VIVINO OFFERS EMPLOYEES OF OUR COPENHAGEN TEAM: Awesome work culture with few formal procedures and limits A diverse team of many nationalities Possibility to visit our San Francisco office Friday wine bar with free wine Lunch catering Pension plan Health insurance Discounts on wine purchases
We also learn about and explore the wonderful world of wine together on a regular basis through tastings and events. A passion for and interest in wine is helpful, but not required.
COMMITMENT TO DIVERSITY AND INCLUSION
Vivino is an equal opportunity employer and prohibits unlawful discrimination based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin or ancestry, age, disability, marital status and veteran status or any other characteristic protected by law.
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