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 changing priorities with composure and precision. Available to work a flexible schedule including weekends, early mornings, and late evenings as business demands.   Compensation range: $218,000 - $225,000 plus bonus opportunity   #LI Onsite