VP, Customer Experience

About the Company 

 

Fanatics Collect is a technology company dedicated to revolutionizing the world of collectibles. Every single day our team of experienced product leaders, engineers, creative thinkers, and operators obsesses over how to create the ultimate collector experience - from developing the most fun and entertaining live shopping experience with Fanatics Live, to building the most trusted and dynamic collector focused marketplace with PWCC (acquired in May 2023). 

 

We have the unique advantage of being backed by Fanatics - the world’s largest sports merchandiser, with more than 900 global sports relationships, 90+ million reachable fans, and exclusive licensing deals with the MLB, NFL, and NBA among many others - but we’re a small, nimble, ambitious team building products from the ground up. 

 

If you're passionate about building world class products and share our love for sports fans and collectors, Fanatics Collect offers an exciting opportunity to be part of a dynamic team creating the future of collecting. 

 

About the Role 

 

We are seeking an experienced Vice President of Customer Experience (CX) to own and drive the entire customer journey for Fanatics Collect. This senior leadership role will be responsible for developing and executing a comprehensive strategy to deliver an exceptional, end-to-end customer experience across all touchpoints, from onboarding and customer support to engagement, retention, and advocacy. 

 

As the VP of CX, you will oversee all aspects of customer experience, including support operations, service excellence, and the long-term strategy for customer satisfaction. You will work closely with senior leadership, including product, engineering, commercial, and operations teams, to design and deliver solutions that delight our collectors and build long-term loyalty. A key focus will be ensuring that the CX strategy is data-driven, customer-centric, and scalable—leveraging automation, AI, and advanced technologies to continuously enhance our support processes and exceed customer expectations.

 

This is a leadership role that requires deep expertise in customer experience strategy, a proven ability to drive transformational change, and a passion for building strong customer relationships. You will manage a global team and be instrumental in fostering a culture of excellence, innovation, and continuous improvement. 

 

Key Responsibilities 

 

● Own the Customer Experience Strategy: 

• Define and execute a comprehensive, long-term strategy for customer experience across the entire customer journey from initial interactions to ongoing support, engagement, and retention. 

● Leadership & Team Development: 

• Lead and inspire a global, high-performing customer experience team. 
• Provide strategic direction, mentorship, and coaching to ensure team members are equipped to deliver exceptional service. 
• Foster a culture of continuous improvement, accountability, and high performance. 

● CX Innovation & Transformation: 

• Drive the adoption of new technologies, AI, and automation to enhance the customer experience. 
• Collaborate with Product and Engineering teams to design and implement customer-focused solutions that scale with the business. 

● CX Data & Metrics: 

• Establish and monitor key performance indicators (KPIs) to track service quality, customer satisfaction, and overall experience. 
• Leverage customer feedback and data analysis to inform strategic decisions and optimize service delivery. 

● Cross-Functional Collaboration: 

• Work closely with senior leadership and cross-functional teams (Marketing, Product, Operations, Engineering, Commercial) to ensure a cohesive and seamless customer experience across all touch points. 
• Align CX initiatives with broader business objectives and company strategy. 

● Customer Advocacy & Loyalty: 

• Champion the voice of the customer, ensuring that customer needs and insights are central to decision-making and product development. 
• Develop programs to drive customer retention, loyalty, and advocacy. 

● Process Optimization & Scalability: 

• Lead continuous improvement efforts across customer service processes, systems, and workflows.
• Develop scalab