Vice President of Client Experience

Location

Clearwater, FL | United States

Job description

Essential Functions:

• Review, develop, implement, and continuously improve a comprehensive client experience strategy aligned with the organization's goals and values resulting in increased loyalty and reduced CHURN
• Define and implement client success objectives, strategies, tactics, and processes that will allow for corporate scalability and are aligned with the organization's brand guidelines
• Leverage data and analytics to gain insights into customer behavior and preferences
• Use data-driven insights to make informed decisions and continuously optimize the customer experience
• Mentor and develop team members to enhance their skills and drive performance to ensure a high level of service and customer satisfaction
• Spearhead the development and implementation of client engagement programs, personalized nutrition plans, and fitness regimens that align with current brand guidelines
• Partner with senior leaders to ensure the company hits goals related to our current and future client base
• Foster a customer-centric culture throughout the department and organization

• Lead initiatives to continuously improve processes, policies, and technologies that impact the client experience
• Stay informed about industry trends and best practices to ensure the company remains a leader in the fitness and nutrition space
• Establish and monitor staff performance and development goals, assign accountabilities, set objectives, establish priorities, and conduct quarterly performance evaluations
• Collaborate with sales, marketing, and other departments to align client experience initiatives with broader business objectives
• Collaborate with our scientific advisory board to enhance the effectiveness of client programs
• Other duties as assigned

QUALIFICATIONS:

• BS Degree in Business, Marketing, Nutrition, Exercise, or related field required, Masters degree preferred
• 8+ years of proven experience in senior management role focused on client experience or customer success with a focus in a high-growth organization
• Track record of increasing customer loyalty and reducing CHURN
• Entrepreneurial team player who can multitask
• Passion for health and wellness and a commitment to delivering exceptional client experience
• Strong understanding of the industry and market dynamics
• Superior management skills; ability to influence and engage direct and indirect reports and peers
• Effective excellent verbal and written communication skills to be capable of working with all levels of office personnel
• Self-reliant, good problem solver, results oriented
• Energetic, flexible, collaborative, and proactive; a team leader who can positively and productively impact both strategic and tactical finance and administration initiatives

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Salary