VP, Customer Experience & Growth Strategy

A2B DEVELOPMENT; Rocklin (CA); Hybrid; USD 190,000 - 270,000; Full time

Benefits offered by this job

Medical, Dental, Vision plans

401(k) with company match

Company-paid life insurance

Cell phone reimbursement

PTO and holidays

Job summary

MARS Energy Group is seeking a Vice President of Customer Experience to design and optimize the end-to-end customer journey across B2B and B2C segments. You will collaborate with Marketing, Sales, Operations, Service, Finance, and Technology to drive data-informed improvements in processes, technology, and communications.

The role reports to the Chief Experience Officer and drives CX initiatives across multiple business units, balancing customer satisfaction with long-term growth.

Qualifications

• 10+ years of experience in customer experience, marketing, operations, digital transformation, technology, or related disciplines.
• 5+ years of leadership experience managing teams, programs, or cross-functional initiatives.
• Demonstrated success improving customer journeys within complex organizations.
• Experience working across marketing, sales, operations, and technology functions.
• Strong understanding of B2B and B2C customer experiences.
• Experience with CRM platforms, workflow automation, customer data, and customer-facing technologies.
• Strong analytical, project management, communication, and stakeholder management skills.
• Experience managing external vendors, consultants, agencies, and technology partners.

Responsibilities

• Own and drive the end-to-end customer journey across all touchpoints.
• Identify friction points and service inconsistencies; establish standards.
• Partner with Marketing, Sales, Operations, Service, Finance, and Tech to ensure seamless CX.
• Lead process improvements to increase efficiency, transparency, and satisfaction.
• Develop strategy for CRM, portals, automation, and customer-facing tech.
• Establish CX KPIs, dashboards, and executive reporting.
• Advise business leaders on CX initiatives; manage agencies and partners.

Job description

MARS Energy Group is seeking a Vice President of Customer Experience to design and optimize the end-to-end customer journey across B2B and B2C segments. You will collaborate with Marketing, Sales, Operations, Service, Finance, and Technology to drive data-informed improvements in processes, technology, and communications.

The role reports to the Chief Experience Officer and drives CX initiatives across multiple business units, balancing customer satisfaction with long-term growth.