Vice President Customer Experience

Who we are:

Visual Comfort & Co. is the premier resource for decorative and architectural lighting, ceiling fans, system controls and automated shading solutions from the most influential designers in the world. We are proud to offer a market-leading range of premium products across categories, styles and price points, remaining committed to beautiful design and, above all, a world-class customer experience.
The Vice President of Customer Experience is responsible for architecting and delivering a world-class client experience that reflects the craftsmanship, elegance, and premium standards of Visual Comfort & Co. This executive leader will build and inspire high-performing teams, leverage cutting-edge technology, and drive the organizational objectives that cement our position as the premier luxury lighting resource.

Visual Comfort Offers:

• Work-Life Balance: Monday – Friday, 8:00am – 5:00pm additional hours based on the needs of the business. Domestic travel up to 25%.
• Training & Development: A comprehensive and structured training program, complemented by ongoing education and opportunities for career advancement.
• Paid Time Off: Generous vacation accrual and paid time off policies.
• Holidays: 7 paid holidays per year, in addition to 2 floating holidays.
• Compensation: Competitive compensation plan
• Health Benefits: Visual Comfort covers the majority of employee medical premiums, and offers competitive vision and dental coverage available starting the first of the month following your start date.
• Insurance: Company-provided life insurance and short-term disability coverage.
• Retirement: 401(k) plan with company matching up to 4%, available beginning the first of the month following your hire date.
How success is defined:
Strategic Leadership & Brand Stewardship
• Develop and execute a comprehensive customer experience strategy aligned with the Visual Comfort & Co. mission, brand values, and luxury market positioning.
• Champion a culture of elevated service excellence, ensuring every client touchpoint reflects the craftsmanship and refinement synonymous with the Visual Comfort name.
• Define and communicate clear performance objectives and KPIs to drive team excellence and brand consistency.
• Provide strategic leadership, aligning team efforts with organizational values and the premium expectations of designers, architects, and discerning consumers.
• Serve as a senior brand ambassador, shaping how the Visual Comfort experience is perceived across Direct and B2B channels globally.
Team Development & Coaching
• Lead, mentor, and inspire a high-performing, multi-channel customer experience organization with an emphasis on luxury-caliber service professionalism.
• Offer ongoing coaching, feedback, and performance evaluations to cultivate a team of brand stewards who embody Visual Comfort values.
• Establish robust communication frameworks and development pathways that foster a supportive, high-accountability team environment.
• Exhibits and adheres to the established Visual Comfort Company Values.
• Must demonstrate commitment, dependability, punctuality, and adherence to agreed-upon schedule while maintaining a consistent presence in the workplace to effectively collaborate and communicate amongst co-workers and teams.
Customer Journey & Experience Optimization
• Map and continuously refine the end-to-end customer journey — from initial brand discovery through post-purchase engagement — ensuring a seamless, premium experience.
• Identify areas for improvement through thorough analysis of customer feedback, NPS/VoC data, and luxury industry benchmarks.
• Collaborate cross-functionally with Sales, Product, Marketing, and Operations to address client issues and drive holistic enhancements.
• Develop crisis management and escalation protocols that de-escalate issues swiftly while preserving client relationships and brand trust.
• Prepare comprehensive reports and presentations for senior leadership, outlining successes, challenges, and proposed strategic actions.
• Works effectively with others in a team environment to accomplish organizational goals and to identify and resolve problems.
Technology & Innovation
• Lead the implementation and optimization of Salesforce Service Cloud (or equivalent CRM) to deliver a unified, 360-degree view of every client relationship, leveraging case management, Einstein AI features, workflow automation, and custom KPI dashboards.
• Oversee omnichannel contact center technology, including cloud-based telephony platforms (e.g., Genesys Cloud, Five9, RingCentral, Amazon Connect), IVR systems, intelligent call routing, and workforce management tools.
• Drive the strategic adoption of AI-powered CX tools inc