Description:
A truly unique role to work as a VP of Customer Success and Logistics, offering the opportunity to transition into technology working for a hugely successful software company in Cambridge, UK.
Within this role, you will guide the leadership team to improve processes and the customer experience. You will have a wealth of experience in these areas. You will bring forward your expertise to ensure processes are implemented across the business and customers' needs (and any potential issues) are foreseen before any changes are implemented. The successful applicant will have an affinity to technology, but prior commercial experience in this area is not required and an alternative industry perspective is preferred.
Requirements for VP of Customer Success and Logistics
- Experience in a senior role combining process, logistics and customer experience i.e. hospitality in a major hotel chain or cruise-ship etc, renowned for its exemplary customer service within a big-scale operation.
- While it is preferred for the successful candidate to come from an alternative industry from 'Tech' to offer a fresh perspective, you should have a demonstratable affinity to technology - i.e. maybe you once completed a technology-related degree, have overseen technology roll-outs, or completed a technology course recently (please ensure this is clearly listed on your CV)
- Brilliant communication skills – this role is highly communicative
- Confidence speaking with C-suite and senior leaders - this is an advisory role (please note you will not have direct line management responsibilities)
Responsibilities for VP of Customer Success and Logistics
In this role, the responsibilities include evaluating and enhancing business processes and customer experience. Key duties encompass:
- Process Review and Improvement: Analysing current processes and customer interactions to identify areas for enhancement. Implementing changes to ensure efficient operations and a superior customer experience.
- Advisory Role: Serving as an advisor to the senior leadership team, providing insights and recommendations on necessary changes. Collaborating with leadership to develop and execute implementation strategies that avoid creating additional issues.
- Comprehensive Assessment: Evaluating a wide range of areas, from new customer onboarding to the weekly software update roll-out for 600 users. Ensuring robust processes are in place across the business for seamless operations.
- Customer Experience Management: Overseeing the experience of 600 users during software roll-outs and other key interactions, ensuring a consistently high level of service and satisfaction.