Vice President, Client Success – Retail
TTEC
full-time
Posted on:
Location Type: Remote
Location: Remote • Texas • 🇺🇸 United States
Visit company websiteSalary
💰 $170,000 - $210,000 per year
Job Level
Lead
About the role
- Reporting to the SVP, Travel, Retail & CPG, this experienced executive will lead a specialized client portfolio across retail clients representing the TTEC Engage solution set.
- Nurture relationships with our clients to grow a profitable book of business leveraging your passion for – and in depth understanding of the modern customer experience landscape, deep expertise in operational excellence, and building client relationships.
- Ensure alignment between our organization's objectives and each client's needs to maintain and deliver profitable growth in your portfolio.
- Orchestrate TTEC teams and individuals from marketing, sales, offers and solutioning, and delivery to successfully serve clients and grow your book of business profitably.
- Act as a visionary for your client portfolio with an in-depth understanding of CX delivery and technology-enabled solutions.
- Have full P&L responsibility and for meeting/exceeding annual financial goals while making progress on longer-term financial performance.
- Lead the development of the short and long-term business strategy to include expanded digitized offerings, geo expansion and solutions that align with your clients’ business needs and market trends.
- Review existing client relationships to ensure best practices are in place for client management, retention, and to position us for growth
- Create strategy for business growth and oversight of current business within the portfolio including achieving the businesses goals for sales, business development, and delivery across TTEC Engage
- Build and sustain internal and external relationships and have the stature and credibility to interface at senior levels.
- Collaborate closely with other client portfolio leaders to share best practices, identify synergies and business opportunities that will benefit our clients and the company growth and financial performance.
Requirements
- 15+ years of business leadership experience, preferably in the customer experience industry
- In depth knowledge of customer experience with enterprise level Retail industry clients
- Combine vision, strategy and tactics to systematically grow the organization and customer development goals through creativity, ethical behavior and business builder techniques.
- Sophisticated understanding of the sales process, contact center operations, and financial metrics of successful service delivery while bringing a proven approach for how to optimize a large scale, distributed environment.
- A problem solver with demonstrated success influencing, managing and being part of matrix organizations.
- Accustomed to serving large / complex Fortune 500 clients in an extremely fast-paced environment
- Someone who galvanizes the team, excites the masses about one’s vision / operational plan, and balances being a take-charge leader with having a collaborative approach
Benefits
- Medical, dental, and vision
- Tax-advantaged health care accounts
- Financial and income protection benefits
- Paid time off (PTO) and wellness time off
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
P&L responsibilitybusiness strategy developmentsales process optimizationcontact center operationsfinancial metrics analysiscustomer experience managementbusiness developmentoperational excellenceclient management best practicesdigitized offerings
Soft skills
leadershiprelationship buildingcollaborationproblem solvinginfluencingstrategic thinkingcreativityvisionaryteam galvanizationstakeholder engagement