Associate Director, Customer Experience (Remote)

Job Description

We are seeking a results-driven, strategic leader to join our team as the Associate Director of Customer Experience. In this pivotal role, the candidate will champion the voice of the customer and drive transformative initiatives to enhance engagement, and satisfaction for our eCommerce customers.

This role is ideal for a visionary leader with a proven track record of leveraging data, collaboration, and communication to deliver measurable business outcomes.

Primary Responsibilities:

Strategic (20%)

Strategic Leadership

• Serve as the strategic driver of customer experience initiatives, ensuring alignment with overall business objectives and contributing to significant revenue growth.
• Lead cross-functional strategies that directly impact customer satisfaction and operational efficiency while enabling scalable eCommerce expansion.
• Act as a thought leader in customer experience, influencing decision-making at the highest levels of the organization.

 Operational (50%)

Revenue Accountability

• Develop and execute strategies that deliver measurable revenue growth including optimizing customer journeys.
• Collaborate with leadership to prioritize initiatives and ensure the eCommerce platform is positioned correctly.

Customer-Centric Program Design

• Champion the voice of the customer, using data-driven insights to identify pain points, needs, and opportunities to enhance their eCommerce experience.
• Design and cross collaborate with the business on customer-centric marketing and processes to drive engagement and retention.
• Partner with marketing, IT, and product teams to create seamless customer journeys across touchpoints.

Leadership (30%)

Communication Leadership

• Drive clear, consistent, and engaging communication strategies for both internal stakeholders and external customers.
• Develop and review messaging related to ensure clarity and impact.

Data-Driven Insights

• Define, monitor, and analyze key performance indicators (KPIs) to assess and continuously improve initiatives and customer experience enhancements.
• Translate complex data into actionable insights, leveraging predictive analytics to inform strategy and decision-making.

Executive Influence

• Collaborate directly with senior leadership to align customer experience initiatives with overarching business priorities.
• Develop compelling narratives and data-backed recommendations that drive executive buy-in and cross-functional alignment.

Cross-Functional Collaboration

• Serve as a central liaison between eCommerce, IT, marketing, supply chain, finance, and customer service teams, fostering collaboration to achieve shared goals.
• Build strong partnerships across the organization to unlock new opportunities.

Key Stakeholders

Internal – Business Ops, IT and Business functions across organization

External – Vet professionals, Strategic Accounts and Pet Owners

Required Qualifications:

• Bachelor’s Degree; Master’s degree or MBA preferred.
• Minimum of 5 years of experience with SAP and in post-sale customer logistics, product support, relationship management, and account management OR 5 years of Animal Health business and product knowledge AND -
• At least 5 years of experience in people management OR project management experience; including coaching and developing a customer care team.

Required Skills and Experience:

• Strong strategic leadership ability
• Strong financial acumen and budget planning skills
• Ability to manage budget and resources effectively
• Proven track record of managing, leading, coaching, and developing a high-performing team
• Ability to effectively influence key stakeholders and customer leadership, and drive business decisions, and sales strategies
• Demonstration of excellent business acumen, relationship management and account management skills
• Expertise in customer communication planning and sales strategy
• Advanced written and verbal communication skills
• Demonstrated computer proficiency including MS Office, Xcel emphasis and web applications
• 15% travel required

Leadership Behaviors

• Demonstrate Ethics & Integrity
• Drive Results
• Focus on Customers
• Make Rapid Disciplined Decisions
• Act with Courage & Candor
• Foster Collaboration

Professional Competencies

• Business & Financial Acumen
• Working Acr