Vice President, Customer Experience

Stord; Atlanta (GA); Sur place; USD 230 000 - 320 000; Plein temps

Résumé du poste

Stord is seeking a Vice President of Customer Experience to join and strengthen our CX leadership as we scale across products, geographies, customer segments, and acquired businesses. The VP will have direct ownership and autonomy over defined customer portfolios, teams, and strategic priorities, while aligning with the broader CX leadership to deliver a consistent One Stord customer experience.

This role sits onsite at our HQ in Union City, GA or onsite in Las Vegas, NV with relocation

Responsabilités

• Partner in Leading Stord's Customer Experience Strategy.
• Lead a Significant Customer Portfolio.
• Build a Scalable Customer Coverage Model.
• Create "One Stord" Across the Customer Portfolio.
• Integrate Acquired Customer Portfolios.

Description du poste

Stord is The Consumer Experience Company, powering seamless checkout through delivery for today's leading brands. Stord is rapidly growing and is on track to double our revenue in the next 18 months. To meet and exceed this target, Stord is strategically scaling teams across the entire company, and seeking energetic experts to help us achieve our mission.

By combining comprehensive commerce-enablement technology with high-volume fulfillment services, Stord provides brands a platform to compete with retail giants. Stord manages over $10 billion of commerce annually through its fulfillment, warehousing, transportation, and operator-built software suite including OMS, Pre- and Post-Purchase, and WMS platforms. Stord is leveling the playing field for all brands to deliver the best consumer experience at scale.

With Stord, brands can increase cart conversion, improve unit economics, and drive sustained customer loyalty. Stord's end-to-end commerce solutions combine best-in-class omnichannel fulfillment and shipping with leading technology to ensure fast shipping, reliable delivery promises, easy access to more channels, and improved margins on every order.

Hundreds of leading DTC and B2B companies like AG1, True Classic, Native, Seed Health, quip, goodr, Sundays for Dogs, and more trust Stord to deliver industry-leading consumer experiences on every order. Stord is headquartered in Atlanta with facilities across the United States, Canada, and Europe. Stord is backed by top-tier investors including Kleiner Perkins, Franklin Templeton, Founders Fund, Strike Capital, Baillie Gifford, and Salesforce Ventures.

About the Role

Stord is looking for a Vice President of Customer Experience to join and strengthen our existing Customer Experience leadership team as we scale across products, geographies, customer segments, and acquired businesses.

This leader will partner closely with Stord's existing VP of Customer Experience and other CX executives, operating as a peer leader within the function. Together, the CX leadership team will define how Stord serves, retains, and grows an increasingly complex customer portfolio spanning emerging brands through some of the world's largest enterprises.

This role is an investment in additional executive capacity, specialization, and scale as Stord grows. The VP will have direct ownership and autonomy over defined customer portfolios, teams, and strategic priorities, with accountability for the performance and outcomes of their organization. At the same time, this leader will partner closely with Stord's existing CX leadership to align on company-wide standards, shared priorities, and a consistent "One Stord" customer experience.

The mandate extends beyond traditional account management. This leader will help build the customer operating system required for Stord at scale: customer segmentation, coverage models, customer health, executive engagement, business reviews, escalations, renewals, expansion identification, portfolio economics, and integration of acquired customer portfolios.

The VP will lead a multi-layered CX organization and work alongside Stord's existing CX leadership to develop the people, systems, processes, and technology required to deliver exceptional customer outcomes at increasing scale.

This position will sit onsite at our HQ in Union City, GA or onsite in Las Vegas, NV - relocation available.

What You'll Do

Partner in Leading Stord's Customer Experience Strategy. Work alongside the existing VP of Customer Experience and CX executive leadership to define and execute Stord's company-wide CX strategy. Translate that strategy into clear operating models, priorities, and accountability across assigned customer segments and teams.

Lead a Significant Customer Portfolio. Assume executive ownership for defined portions of Stord's customer portfolio, including the teams responsible for those relationships. Establish clear expectations for retention, customer health, executive engagement, renewal execution, expansion identification, and overall customer outcomes.

Build a Scalable Customer Coverage Model. Partner across CX leadership to develop clear customer segmentation, service tiers, engagement models, and account ownership standards. Help determine where Stord should deploy strategic high-touch coverage versus tech-enabled and scaled CX based on customer value, complexity, risk, and growth potential.

Create "One Stord" Across the Customer Portfolio. Work with CX leadership, M&A Integration, Operations, Implementations, Product, and Commercial teams to ensure customers experience a consistent Stord operating model regardless of product, geography, and how they entered the Stord ecosystem.

Integrate Acquired Customer Portfolios. Play a leadership role in transitioning acquired customer portfolios and CX organizations into Stord. Develop repeatable approaches that protect customer relationships and institutional knowledge while progressively aligning teams, system