Vice President; Customer Experience
QVC - West Chester, PA

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Job ID 3302
Studio Park (West Chester, PA)

Employment Type

Customer Service Corporate



QVC's Customer Services division is looking for a results driven, customer-oriented, marketing or operations executive with a passion and understanding of the customer's view point to become our Vice President, Customer Experience! This exciting new opportunity is located in our Operations Center in West Chester, PA.

The VP, Customer Experience will have overall responsibility for driving the strategy and execution of all aspects of the following:
. Help define, establish, and implement the strategies that improve the overall customer experience with focus on seeing that experience through the eyes of the customer. The President of US Commerce and the EVP of Customer Fulfillment Services will be the key clients of the VP Customer Experience. The goal will be to work on creating strategies and get the authority from these two individuals to have these teams implement these strategies.
. Distill all customer feedback into action by creating a customer voice across all facets of the organization that thinks of the customer with every decision that is made. The role does not own the process: it facilitates change across the organization establishing a consistent voice to customer engagement specific to each platform.
. Coordinate customer engagement across all distribution platforms that is reflective of the QVC Brand Experience. This role does not own the process: it facilitates change across the organization establishing a consistent voice to customer engagement specific to each platform.

The VP will help define the Customer Experience objectives; provide solutions; develop and manage plans and budgets; implement plans on time and within budget; and provide analysis and reporting.

. Responsible for developing and executing long-term strategies to enhance the customer experience and drive business performance.
. Define and prioritize what our customer expects in high quality customer experience.
. Focus on innovation to drive best in class customer experience strategies across all platforms
. Responsible for taking customer feedback and translating it to useful information and ensures all facets of the organization is acting upon what we hear
. Take charge of, and own customer experience metrics responsible for the Service Experience and quality monitoring program
. In collaboration with all customer facing departments, drive customer engagement strategies that promotes our brand experience and the cultural of Qing.
. Align and optimize, across the organization, a consistent delivery of high quality core customer offerings via all platforms.
. Provide strategic leadership and address key strategic challenges relating to customer engagement across the enterprise.
. Establish a common approach and process for driving customer engagement initiatives across the organization in a timely manner.

Strategic Planning:
Develop relationship and interface with external and internal customers in an effort to understand the needs of each group. Based on needs, develops and implements new strategies to provide the desired level of service to stakeholders continuously improving customer experiences.

Continuous Improvement:
Directs initiatives, driving stakeholder and or cross-functional collaboration to insure high quality decisions and results are achieved. Leads change management efforts to insure a state of continuous improvement in customer service operations. Researches, evaluates and recommends outsource solutions in an effort to reduce operating expenses without sacrificing service levels.

People management, leadership and management development:
Lead, develop and retain a leadership team providing coaching and developmental opportunities that continuously build both individual and team capabilities.
Qualifications & Requirements
. BA/BS degree in business, analytics or other relevant discipline, MBA strongly preferred.
. 8-12 years of experience running a customer driven organization operations utilizing multi-channel platforms in customer experience or retail strategy.
. Strong analytical, strategic thinking and problem solving skills.
. Inspirational team leader with experience building high performing teams.
. Ability to balance customer needs with business goals in developing solutions.
. Executive-level visioning, strategic development, and influencing skills and experience.
. Ability to excel as both a team lead and individual contributor.
. Ability to drive creative new approaches
. Extensive experience managing and mentoring teams of high-performing professionals across diverse disciplines such as marketing, sales, web development, business intelligence and other functional business areas
. Ability to interact with senior level management combined with strong communication and presentation skills.

About this company
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QVC was founded in 1986 by Joseph Segel, an entrepreneur who saw an opportunity to create a new and engaging shopping experience through...