Director of Customer Experience & Growth

Vaco; Vernon (CA); On-site; USD 165,000 - 200,000; Full time

Benefits offered by this job

Bonus opportunity

Comprehensive benefits

Covered parking

Job summary

Vaco in Los Angeles, CA is seeking a Director of Customer Experience to build and lead an enterprise-wide CX function. This role oversees Customer Service, Sales Support, and Marketing to improve retention, revenue growth, and cross-functional alignment.

Ideal candidate will design strategy from scratch, establish KPIs, use data to drive decisions, and lead transformation across departments while leveraging CRM, ERP, and digital ordering tools.

Qualifications

• 8+ years leading customer-facing orgs such as CX, CS, or Sales Ops.
• Proven track record transforming customer-focused processes or strategies.
• Strong use of customer data, KPIs, and analytics to drive decisions.
• Ability to connect CX initiatives to revenue, retention, and engagement.
• Experience driving cross-department change in fast-growing firms.

Responsibilities

• Build and lead a comprehensive Customer Experience organization across CS, Sales Support, and Marketing.
• Drive customer retention and revenue growth by leveraging insights and cross-sell opportunities.
• Develop KPI-driven decision making with dashboards for churn, CSAT, NPS, and performance.
• Champion technology, automations, and AI initiatives to improve CX and efficiency.
• Lead cross-functional transformation with Sales, Ops, Finance, IT, and executives.

Skills

Leadership experience

Data & KPI analytics

Cross-functional collaboration

Revenue impact focus

Change management

Job description

Vaco in Los Angeles, CA is seeking a Director of Customer Experience to build and lead an enterprise-wide CX function. This role oversees Customer Service, Sales Support, and Marketing to improve retention, revenue growth, and cross-functional alignment.

Ideal candidate will design strategy from scratch, establish KPIs, use data to drive decisions, and lead transformation across departments while leveraging CRM, ERP, and digital ordering tools.