SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
MOO is seeking a Vice President of Customer Experience to lead the next evolution of customer and commercial strategy. Reporting to the Chief Commercial Officer, you will lead an organization of approximately 120 people across the US, UK, and South Africa, with senior leaders spanning Sales, Customer Service, and Revenue Operations.
Key Responsibilities:
Grow Managed Services: Own the strategy and performance of MOO's Managed Services business, including revenue growth through customer acquisition, retention, and expansion. Define target customers, industries, and segments; develop the proposition and capabilities to win high-value customers; and determine where human interaction creates value versus where AI, automation, and self-service should play a greater role. Ensure Demand Generation, Sales Enablement, and lead generation support the growth strategy.
Customer Experience Strategy: Own and lead MOO's end-to-end Customer Experience strategy and capability. Define what a differentiated MOO experience should be and the underlying principles. Identify gaps and opportunities across the customer journey, own the cross-functional CX roadmap, and build customer insight and measurement into MOO's decision-making processes.
Customer Service Leadership: Own the performance and future direction of Customer Service, ensuring strong customer, operational, and cost outcomes. Develop the Service organization strategy, including how Service contributes to MOO's premium experience and customer loyalty. Determine where human interaction creates value and where technology and automation should expand. Ensure Service insights drive improvements across the business.
Commercial Capabilities: Own Revenue Operations, including customer systems, Managed Services Demand Generation, and Sales Enablement. Ensure systems, partners, data, and processes enable effective customer management and growth. Build Demand Generation capability for the Managed Services pipeline and equip Sales teams with tools, insights, processes, and enablement. Leverage data, technology, and AI to improve Sales and Service effectiveness.
Required Qualifications:
- Exceptional strategic thinking ability: can take complex, ambiguous problems, identify what matters, and develop clear strategies and choices. Highly numerate with strong data and customer insight capabilities.
- Genuine customer obsession: instinctively view the business through the customer lens and have proven experience translating customer insight into changes in strategy, proposition, product, experience, or operations.
- Growth opportunity expertise: think strategically about where to play and how to win using customer needs, segmentation, economics, and market opportunity to develop compelling growth strategies.
- Leadership of strong functional leaders: know when to challenge, coach, or step back; can add strategic value without being the deepest expert in Sales, Service, or RevOps.
- Cross-organizational leadership: exceptional at creating alignment, influencing senior peers, and driving meaningful change across teams you don't directly control while bringing people along.
- Technology and AI mindset: excited about how technology and AI can reshape customer experience; can think strategically about where human interaction creates real value versus where technology, automation, and AI improve simplicity and scalability.
