Director, Customer Success and Operational Excellence

Company Description

Are you ready to develop the future of retail?  

As the world’s leader in IoT and data technologies for commerce, our mission is to help retailers and brands use digitalization to become more efficient, more intelligent, and more sustainable—and in doing so, enable more positive commerce.  

VusionGroup is a fast-growing, fast-paced retail tech company. We believe that by thinking big and working together as one team—agile thinkers, tech makers, and change agents—we can build the largest retail IoT platform in the world.   

Job Description

We build. We create impact. 

The role:

As  Director, Customer Success and Operational Excellence, you will play a pivotal role in engaging with our customers to ensure their success and satisfaction, while driving operational excellence in service delivery throughout the post-sale journey

You will oversee the entire customer journey to ensure successful implementation of our solutions in retail environments, this includes project rollout, Customer success, Store operations, and after-sales support.

By implementing strategic initiatives, you will drive revenue growth while ensuring our customers' success and satisfaction.

You will make a positive impact by being responsible for:   

• Leading a team dedicated to driving revenue growth, enhancing customer satisfaction, and ensuring the successful implementation and support of our company products and services. 
• Customer success strategy: Developing and implementing a strategic roadmap in alignment with overall company goals.
• Customer journey: Overseeing the entire customer journey, from initial project rollout to post-sales support.
• Customer Experience Optimization:  Defining and optimizing customer experience through roles and responsibilities identification, process improvements, and reporting enhancements.
• Professional services Design and Implementation: Develop customizable solutions and tiered service packages. Ensure offerings are tailored to meet customer needs.
• Operational Excellence: Ensuring seamless and high-quality implementation of our solution in retail stores. Implementing and monitoring quality control processes.
• Strategic Account Management: Devising and executing strategic account plans for key clients, aligning with their long-term objectives and promoting widespread product adoption throughout their organizations.
• Upselling and Expansion: Boosting revenue growth by identifying upselling or cross-selling opportunities within existing client accounts.
• KPI Development: Developing key KPIs and reporting to effectively measure customer experience and deliver insights for continuous improvement.

Qualifications

​​​​​Qualifications we’re looking for.  
 

Experience:

• Minimum of 8-10 years of experience in operational excellence, professional services, customer success, or a related field, with at least 5 years in a leadership role.
• Store/Retail/logistics industry experience is a strong asset.
• Knowledge in the SaaS industry/ IoT
• Proven track record of engaging with customers and driving delivery excellence in a fast-paced, dynamic environment.
• Demonstrated success in achieving customer outcomes and driving revenue growth.
• In-depth go-to-market knowledge and a track record of implementing and measuring operational metrics.

Skills:

• Exceptional empathy for customers, coupled with a deep understanding of value drivers in recurring revenue business models.
• Strong leadership skills with a high impact, including setting a clear vision and strategy, motivating and coaching teams, and driving urgency and tangible results.
• Critical Thinking: Apply critical thinking skills to evaluate information and draw logical conclusions.

Abilities:

• Extremely data-driven; ability to understand data sets and leverage this data to drive customer outcomes and adoption.
• Excellent verbal and written communication; ability to convey complex information in a clear and understandable manner. 
• Ability to liaise with individuals across a wide variety of operational, functional, and technical disciplines and work within a virtual global team environment.  

We innovate. We help communities thrive.  

VusionGroup has an international presence in 19 countries. In joining us, you’ll be part of a globally distributed team of intellectually curious, committed, and collaborative co-workers.   

The work is fast paced, challenging, and ambitious. H