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VP, Customer Experience

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Fanatics

1mo ago

  • Job
    Full-time
    Expert Level
  • Customer Relations
    Business, Operations & Strategy
  • Los Angeles

AI generated summary

  • You should have 15+ years in Customer Experience, senior leadership in e-commerce, expertise in CX strategy, global team management, data-driven decision-making, and exceptional leadership skills.
  • You will drive customer experience strategy, lead a global team, innovate CX processes, analyze data, collaborate cross-functionally, advocate for customers, optimize resources, and manage budgets.

Requirements

  • 15+ years of experience in Customer Experience, with a proven track record of success in leading customer service, operations, and support teams at scale.
  • 10+ years in senior leadership roles driving customer experience strategy, ideally within e-commerce, marketplaces, or technology-driven environments. Experience in a high-growth or startup environment is a plus.
  • Deep expertise in Customer Experience (CX) strategy and proven success in optimizing the customer journey across multiple touchpoints. Experience with both reactive and proactive customer engagement strategies.
  • Extensive experience with cross-functional leadership, including working closely with Product, Engineering, Commercial, and Operations teams to design and implement customer-centric solutions.
  • Experience in managing global teams and driving performance across multiple regions, ensuring consistency in service quality while respecting regional differences.
  • Strong understanding of data and metrics to drive decision-making. Proven ability to leverage analytics and customer insights to continuously improve service delivery and customer satisfaction.
  • Expert in scaling customer service operations, including implementing AI, automation, and self-service tools to improve efficiency and satisfaction.
  • Experience with customer service technologies and CRM systems. Proficiency in Zendesk or similar platforms is preferred.
  • Exceptional leadership and people management skills, with the ability to inspire, mentor, and develop high-performing teams in a fast-paced environment.
  • Bachelor’s degree in Business, Management, or related field; MBA is a plus.
  • Strong knowledge of the collectibles space is preferred, but not required. An understanding of marketplaces, sports memorabilia, and related industries is a plus.
  • Excellent communication and interpersonal skills, with the ability to influence stakeholders at all levels of the organization and build relationships with customers, partners, and key business leaders.
  • Proven ability to drive results under pressure and adapt to evolving business needs. A strategic thinker with a hands-on approach to execution.

Responsibilities

  • Own the Customer Experience Strategy:
  • Define and execute a comprehensive, long-term strategy for customer experience across the entire customer journey from initial interactions to ongoing support, engagement, and retention.
  • Leadership & Team Development:
  • Lead and inspire a global, high-performing customer experience team.
  • Provide strategic direction, mentorship, and coaching to ensure team members are equipped to deliver exceptional service.
  • Foster a culture of continuous improvement, accountability, and high performance.
  • CX Innovation & Transformation:
  • Drive the adoption of new technologies, AI, and automation to enhance the customer experience.
  • Collaborate with Product and Engineering teams to design and implement customer-focused solutions that scale with the business.
  • CX Data & Metrics:
  • Establish and monitor key performance indicators (KPIs) to track service quality, customer satisfaction, and overall experience.
  • Leverage customer feedback and data analysis to inform strategic decisions and optimize service delivery.
  • Cross-Functional Collaboration:
  • Work closely with senior leadership and cross-functional teams (Marketing, Product, Operations, Engineering, Commercial) to ensure a cohesive and seamless customer experience across all touch points.
  • Align CX initiatives with broader business objectives and company strategy.
  • Customer Advocacy & Loyalty:
  • Champion the voice of the customer, ensuring that customer needs and insights are central to decision-making and product development.
  • Develop programs to drive customer retention, loyalty, and advocacy.
  • Process Optimization & Scalability:
  • Lead continuous improvement efforts across customer service processes, systems, and workflows.
  • Develop scalable solutions to handle growing customer demand while maintaining high levels of service.
  • Crisis Management & Escalation:
  • Manage the resolution of escalated customer issues, ensuring high-touch support for high-value customers.
  • Implement strategies for proactive issue resolution to minimize customer dissatisfaction.
  • Industry Leadership & Best Practices:
  • Stay ahead of industry trends and customer experience innovations.
  • Introduce and implement best practices and emerging technologies to maintain a competitive edge in the collectibles market.
  • Budget & Resource Management:
  • Oversee the CX budget, optimizing resource allocation to ensure cost-effective delivery of services without compromising on customer satisfaction.
  • Align resources with business priorities to meet service level agreements and performance targets.

FAQs

What is the primary responsibility of the VP of Customer Experience at Fanatics Collect?

The primary responsibility is to own and drive the entire customer journey, developing and executing a comprehensive strategy to deliver an exceptional, end-to-end customer experience across all touchpoints.

How many years of experience are required for this position?

A minimum of 15 years of experience in Customer Experience with a proven track record of success in leading customer service, operations, and support teams at scale is required.

Is experience in a high-growth or startup environment preferred?

Yes, experience in a high-growth or startup environment is considered a plus.

What teams will the VP of Customer Experience collaborate with?

The VP will work closely with senior leadership and cross-functional teams including Product, Engineering, Commercial, and Operations to ensure a cohesive customer experience.

What qualifications are required for the VP of Customer Experience role?

A Bachelor's degree in Business, Management, or a related field is required; an MBA is a plus.

What specific skills are essential for this position?

Key skills include deep expertise in customer experience strategy, exceptional leadership skills, data analysis proficiency, and knowledge of customer service technologies and CRM systems.

What type of improvements will the VP be responsible for implementing?

The VP will lead continuous improvement efforts across customer service processes, systems, and workflows, driving the adoption of new technologies, AI, and automation to enhance the customer experience.

Does the position require management of a global team?

Yes, the VP of Customer Experience will manage a global team and drive performance across multiple regions.

What is the salary range for this position?

The salary range for the VP of Customer Experience position is $225,000 - $286,000, representing base pay only and excluding short-term or long-term incentive compensation.

How does Fanatics Collect prioritize customer feedback?

Customer feedback is leveraged to inform strategic decisions and optimize service delivery, ensuring that customer needs and insights are central to decision-making and product development.

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Fanatics

Technology
Industry
10,001+
Employees

Mission & Purpose

Fanatics is building a leading global digital sports platform. The company ignites the passions of global sports fans and maximizes the presence and reach for hundreds of sports partners globally by offering innovative products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans, a global partner network with over 900 sports properties, including major national and international professional sports leagues, teams, players associations, athletes, celebrities, colleges, and college conferences, and over 2,000 retail locations, including its Lids retail business stores.