VP, Customer Experience: Scale & Retention Leader

Stord; Las Vegas (NV); On-site; USD 220,000 - 360,000; Full time

Job summary

Stord, The Consumer Experience Company, seeks a Vice President of Customer Experience to scale a multi-geo CX organization. You will partner with the existing CX leadership to align strategic priorities, define operating models, and own defined customer portfolios with a focus on retention, health, and growth across brands and enterprises.

You will lead cross-functional teams, drive a scalable coverage model, and ensure a consistent One Stord experience while integrating acquired portfolios and

Qualifications

• 15+ years in Customer Experience, CS, or related leadership roles.
• Experience leading large multi-layered organizations.
• Proven ability to manage large, distributed customer portfolios.
• Strong track record in retention, renewals, NRR/GRR, and portfolio metrics.
• Commercial experience including executive negotiations and escalations.

Responsibilities

• Define and execute Stord's company-wide CX strategy with executive teammates.
• Own defined portions of the customer portfolio and drive retention, health, and expansion.
• Develop scalable coverage models and service tiers across segments.
• Align CX with Product, Operations, Sales, Finance to ensure a unified experience.
• Lead integration of acquired portfolios and standardize processes.
• Build and refine a CX operating system with reviews, churn prevention, and renewals.
• Partner with Sales and Finance on account economics and renewal risk.
• Turn CX into a growth engine by linking capabilities to customer value.
• Provide executive sponsorship for top customers and address high-stakes issues.
• Travel to customers and Stord facilities as needed.

Skills

Executive leadership

CX strategy

Portfolio management

Cross-functional collaboration

Data-driven decisions

Tools

Salesforce

Gainsight

Job description

Stord, The Consumer Experience Company, seeks a Vice President of Customer Experience to scale a multi-geo CX organization. You will partner with the existing CX leadership to align strategic priorities, define operating models, and own defined customer portfolios with a focus on retention, health, and growth across brands and enterprises.

You will lead cross-functional teams, drive a scalable coverage model, and ensure a consistent One Stord experience while integrating acquired portfolios and