VP Digital Customer Excellence

What You Need to Know

Open the door to a groundbreaking tech career with an industry leader. Southern Glazer’s Wine & Spirits is North America’s preeminent wine and spirits distributor, as well as a family-owned, privately held company with a 50+ year legacy of success. To create a new era in alcohol beverage sales and service, we’re heavily invested in the most transformative new technologies – and the most brilliant tech professionals. Southern Glazer’s was named by Newsweek as a Most Loved Workplace and is included on the Forbes lists for Largest Private Companies and Best Employers for Diversity.

As a full-time employee, you can choose from a full menu of our Top Shelf Benefits, including comprehensive medical and prescription drug coverage, dental and vision plans, tax-saving Flexible Spending Accounts, disability coverage, life insurance plans, and a 401(k) plan. We also offer tuition reimbursement, a wellness program, parental leave, vacation accrual, paid sick leave, and more.

We offer continuous learning and career growth in a fast-paced environment where you are respected, your voice is heard, and technology is part of our strategy for success. If you’re looking to fill your glass with opportunity, come join our FAMILY.

 

Overview
The VP Digital Customer Excellence Lead is responsible for leading a team of Product Leaders who manage various aspects of the digital customer journey. This role involves promoting a change management mindset, optimizing the product portfolio, collaborating with UX designers and developers, launching new customer-centric products, and collecting and disseminating market feedback to enhance customer excellence initiatives.

 

Duties and Responsibilities

• Supervise a team of Product Managers, providing strategic leadership in optimizing the digital customer journey.
• Promote and cultivate a change management mindset within the team, guiding them through transitions and the integration of advanced data analytics practices.
• Assume responsibility for the management and refinement of our product portfolio, maintaining close collaboration with UX designers and developers to ensure exceptional user experiences.
• Actively participate in the development and introduction of new products and features, with a specific focus on enhancing customer retention and acquisition.
• Play a central role in the collection and distribution of market feedback and insights, contributing to informed decision-making for customer excellence initiatives.
• Develop and execute digital and sales strategies (phone service, sales, technical support, chat, secured messaging, and social media) to drive revenue growth, engagement, customer satisfaction and retention.
• Review and evaluates the vendor’s work deliverables (SDS), to ensure the System Requirements are met
• Work with vendor(s) to elaborate on alternatives to satisfy the System Requirements

 

Minimum Qualifications

• 10+ years of work experience with 5+ years in digital account management.
• Proven track record of successfully leading customer experience-focused teams and delivering innovative solutions.
• Literate in technology including reasonable knowledge of API-driven distributed architectures, responsive design, mobile SDKs.
• Expertise in data analytics related to customer retention and acquisition.
• Profound familiarity with product development methodologies.
• Proficiency in devising complex and innovative customer-centric strategies aligned with business objectives.
• Demonstrated capability to align technology solutions with both business objectives and customer needs.
• Have a good understanding of all aspects related to digital products and their management from ideation to delivery (Website and Back office tools, impact on iOS and Android Apps).
• Exceptional leadership skills, including team management and development.
• Strong communication skills, capable of addressing both technical and non-technical audiences.
• Advanced problem-solving abilities and adeptness at making decisions in intricate scenarios.
• Ability to travel as needed, up to 30%.