Vice President Customer Experience

ROLE OVERVIEW:

This is a senior executive role with full end-to-end ownership of the Customer Experience function in a high-growth FMCG B2C environment serving 500,000+ active online customers. Operating in a 24/7, high-volume, fast-paced context, the VP of Customer Experience will define and execute the CX strategy, lead a dedicated team, and drive automation and systems improvements in close partnership with Product and Technology. This leader combines genuine customer empathy with sharp operational discipline — building experiences that are seamless, scalable, and commercially grounded.

KEY RESPONSIBILITIES:

CX Strategy & Vision

• Own and evolve the organisation's end-to-end Customer Experience strategy, aligned to the company's commercial priorities and operational capabilities.
• Map, analyse, and continuously improve the full customer journey — from discovery and purchase through fulfilment, delivery, and post-sale service.
• Define CX ambition and standards across all digital and physical touchpoints, ensuring a consistent brand experience at scale.
• Establish and report on a clear framework of CX metrics: NPS, CSAT, Customer Effort Score (CES), first contact resolution, contact rate per order, and repeat purchase rates.

Operations & Team Leadership

• Build, lead, and develop a high-performing CX organisation with accountability across customer service operations, experience design, insights, and continuous improvement.
• Set the operational rhythm for a 24/7 customer-facing function, ensuring capacity, quality, and SLA performance across all channels.
• Foster a culture of accountability, empathy, and data-driven problem-solving throughout the team.
• Define career frameworks and succession plans to grow CX talent from within.

Insights, Analytics & Root Cause Resolution

• Build and lead a dedicated capability to systematically identify patterns in customer issues, conduct root cause analysis, and drive cross-functional resolution.
• Translate customer data and behavioural signals into actionable intelligence for leadership, product, and operations teams.
• Champion Voice of Customer (VoC) programmes — surveys, feedback loops, customer panels — and embed insights into decision-making at every level.
• Use data to proactively identify at-risk customers and develop targeted retention and re-engagement strategies.

Automation, Systems & Digital Enablement

• Partner closely with the Product team to define and prioritise CX-impacting technology investments — self-service portals, chatbots, AI-powered triage, order tracking, and returns automation.
• Drive the adoption and optimisation of CRM, contact centre, and customer engagement platforms to improve both customer outcomes and operational efficiency.
• Lead the automation agenda within CX: identify high-volume, low-complexity interactions and systematically shift them to self-serve, reducing cost-to-serve without degrading experience.
• Evaluate and pilot emerging technologies (AI, GenAI, predictive personalisation) to stay ahead of evolving customer expectations.

Cross-Functional Collaboration

• Act as the executive voice of the customer across the business — influencing product roadmaps, operational processes, and commercial decisions with customer impact data.
• Build trusted partnerships with Product, Technology, Operations, Logistics, and Commercial teams to resolve systemic issues and co-create better customer outcomes.
• Lead structured cross-functional forums focused on CX performance, issue resolution, and improvement delivery.
• Manage escalations for complex or sensitive customer situations, ensuring rapid resolution and transparent communication.

Continuous Improvement & Governance

• Establish and maintain CX governance frameworks, service standards, and SLAs in alignment with business commitments.
• Apply structured improvement methodologies (Lean, Agile, or equivalent) to systematically reduce defects and friction in customer-facing processes.
• Lead regular CX business reviews, presenting performance trends, root cause findings, and improvement roadmaps to executive leadership.

REQUIRED PROFILE:

Experience

• 10+ years: of progressive experience in Customer Experience, Customer Operations, or a related discipline.
• 5+ years: in a senior leadership role with direct ownership of a CX or customer service function.
• FMCG B2C background: mandatory — proven experience with physical product distribution and end-consumer fulfilment.
• High-volume digital platforms: experience managing CX operations at scale (hundreds of thousands of active customers).
• CX transformation: demonstrated track record of leading significant CX improvement or transformation programmes — a strong differentiator.

Skills & Competencies

• Strong leadership presence and a confident, credible personality — able to influence peers, challenge the status quo, and drive change at pace.
• Strategic thinker who can also operate at the ground level to solve problems and unblock teams.
• Deep proficiency with CX technology platforms: CRM systems, contact centre solutions, self-service tools, and analytics dashboards.
• Strong data literacy — able to interpret complex customer and operational data and translate it into clear decisions and actions.
• Exceptional cross-functional collaboration and stakeholder management skills.
• Ability to balance genuine customer empathy with commercial pragmatism and operational realities.
• Strong communication and storytelling skills, with the ability to present complex information clearly to executive audiences.
• Familiarity with automation and AI applications within customer service environments.