Vice President Customer Experience

Who we are: Visual Comfort & Co. is the premier resource for decorative and architectural lighting, ceiling fans, system controls and automated shading solutions from the most influential designers in the world. We are proud to offer a market-leading range of premium products across categories, styles and price points, remaining committed to beautiful design and, above all, a world-class customer experience. The Vice President of Customer Experience is responsible for architecting and delivering a world-class client experience that reflects the craftsmanship, elegance, and premium standards of Visual Comfort & Co. This executive leader will build and inspire high-performing teams, leverage cutting-edge technology, and drive the organizational objectives that cement our position as the premier luxury lighting resource. Visual Comfort Offers: • Work-Life Balance: Monday – Friday, 8:00am – 5:00pm additional hours based on the needs of the business. Domestic travel up to 25%. • Training & Development: A comprehensive and structured training program, complemented by ongoing education and opportunities for career advancement. • Paid Time Off: Generous vacation accrual and paid time off policies. • Holidays: 7 paid holidays per year, in addition to 2 floating holidays. • Compensation: Competitive compensation plan • Health Benefits: Visual Comfort covers the majority of employee medical premiums, and offers competitive vision and dental coverage available starting the first of the month following your start date. • Insurance: Company-provided life insurance and short-term disability coverage. • Retirement: 401(k) plan with company matching up to 4%, available beginning the first of the month following your hire date. How success is defined: Strategic Leadership & Brand Stewardship • Develop and execute a comprehensive customer experience strategy aligned with the Visual Comfort & Co. mission, brand values, and luxury market positioning. • Champion a culture of elevated service excellence, ensuring every client touchpoint reflects the craftsmanship and refinement synonymous with the Visual Comfort name. • Define and communicate clear performance objectives and KPIs to drive team excellence and brand consistency. • Provide strategic leadership, aligning team efforts with organizational values and the premium expectations of designers, architects, and discerning consumers. • Serve as a senior brand ambassador, shaping how the Visual Comfort experience is perceived across Direct and B2B channels globally. Team Development & Coaching • Lead, mentor, and inspire a high-performing, multi-channel customer experience organization with an emphasis on luxury-caliber service professionalism. • Offer ongoing coaching, feedback, and performance evaluations to cultivate a team of brand stewards who embody Visual Comfort values. • Establish robust communication frameworks and development pathways that foster a supportive, high-accountability team environment. • Exhibits and adheres to the established Visual Comfort Company Values. • Must demonstrate commitment, dependability, punctuality, and adherence to agreed-upon schedule while maintaining a consistent presence in the workplace to effectively collaborate and communicate amongst co-workers and teams. Customer Journey & Experience Optimization • Map and continuously refine the end-to-end customer journey — from initial brand discovery through post-purchase engagement — ensuring a seamless, premium experience. • Identify areas for improvement through thorough analysis of customer feedback, NPS/VoC data, and luxury industry benchmarks. • Collaborate cross-functionally with Sales, Product, Marketing, and Operations to address client issues and drive holistic enhancements. • Develop crisis management and escalation protocols that de-escalate issues swiftly while preserving client relationships and brand trust. • Prepare comprehensive reports and presentations for senior leadership, outlining successes, challenges, and proposed strategic actions. • Works effectively with others in a team environment to accomplish organizational goals and to identify and resolve problems. Technology & Innovation • Lead the implementation and optimization of Salesforce Service Cloud (or equivalent CRM) to deliver a unified, 360-degree view of every client relationship, leveraging case management, Einstein AI features, workflow automation, and custom KPI dashboards. • Oversee omnichannel contact center technology, including cloud-based telephony platforms (e.g., Genesys Cloud, Five9, RingCentral, Amazon Connect), IVR systems, intelligent call routing, and workforce management tools. • Drive the strategic adoption of AI-powered CX tools including conversational AI, chatbots and virtual assistants, AI-assisted agent guidance, automated quality monitoring, and predictive/sentiment analytics. • Evaluate and deploy emerging technologies — including generative AI for personalized client communications and self-service portals — that elevate efficiency without sacrificing the luxury client experience. • Implement cutting-edge support technologies to optimize operational efficiency and enable personalized, high-touch service at scale. • Stay abreast of luxury industry trends and emerging CX technologies to adapt strategies and maintain competitiveness. • Monitor and analyze key support metrics and KPIs through BI platforms (Tableau, Power BI, Salesforce Reports) to drive performance improvements. • Utilize data-driven insights to identify opportunities and implement strategies for enhancement. • Strong aptitude for and proficiency navigating enterprise systems and programs; JDE and D365 a plus. What you will bring: Education & Experience • Bachelor’s Degree in Business Administration, Marketing, or related fields; MBA or advanced degree preferred. • Minimum 10 years of experience in customer experience leadership, preferably within a luxury, premium lifestyle, or design-forward market. • Demonstrated senior leadership experience in customer experience or related fields, including direct P&L and team management. Technology Proficiency • Salesforce Service Cloud: Advanced proficiency in case management, Einstein AI, workflow automation, and executive reporting dashboards. • Contact Center / Phone Platforms: Hands-on experience with enterprise CCaaS solutions such as Genesys Cloud, Five9, RingCentral, Amazon Connect, or equivalent; including IVR configuration and intelligent routing. • AI & Automation: Proven experience deploying AI-powered tools including chatbots, virtual assistants, generative AI for client communications, predictive analytics, and automated quality assurance platforms. • BI & Analytics: Proficiency with Tableau, Power BI, or Salesforce Reports to translate data into actionable strategy. • Microsoft 365: Advanced proficiency in Teams, SharePoint, Excel, and PowerPoint for executive communication and collaboration. • Strong aptitude for and proficiency navigating systems and programs; JDE and D365 a plus. Leadership & Core Competencies • In-depth knowledge of customer experience strategies, best practices, and emerging technologies within a luxury or premium brand context. • Strong leadership qualities with the ability to inspire and motivate diverse teams around a culture of service excellence. • Excellent communication and interpersonal skills for effective engagement with C-suite stakeholders, trade clients, and consumers. • Analytical mindset, capable of leveraging data and insights to drive continuous improvement. • Strategic thinking and problem-solving abilities focused on achieving business objectives without sacrificing brand integrity. • Deep commitment to customer service excellence and the luxury client experience. • Proven crisis management and escalation handling experience. • Exceptional organizational and time management skills, with a strong attention to detail. • Ability to prioritize and handle multiple tasks and cha