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VP Customer Experience

Date:  Feb 24, 2021
Brand:  Luxottica Wholesale North America
Location: 

Port Washington, NY, US, 11050

Requisition ID: 316461 
Position:Full-Time
Total Rewards: Benefits/Incentive Information

 

Luxottica is a global leader in the design, manufacture and distribution of fashion, luxury and sports eyewear. Our wholesale network covers more than 150 countries and our retail presence consists of over 9,100 retail stores across the globe.

In North America, our wholesale business is the home to global brands like Ray-Ban, Oakley, and many of the top fashion house brands. Our leading retail brands include; LensCrafters, Sunglass Hut, Pearle Vision, Target Optical and Sears Optical. We are also home to EyeMed, the fastest growing vision care company in the United States.

Luxottica’s Wholesale teams deliver the highest quality frames, best-in-class expertise and a deep understanding of products and markets to support our customers and fuel their businesses all over North America.

 

GENERAL FUNCTION

The role of the Vice President of Customer Experience and Support is responsible for leading the strategy of the Customer Service Organization for Luxottica Wholesale North America. This role will bring together our Customer Service Center (CSC), Sales Operations, IT functions for a fully integrated point of view. This VP will be charged with driving an elevated customer service strategy built on customer engagement, customer experience and customer service. The VP of Customer Experience will have the vision and experience to set the strategy for Wholesale North America and inspire the team to deliver it. A leader in this role must be high-touch and data-driven, always putting our customer front and center, while driving for profitability and operational excellence.

 

MAJOR DUTIES AND RESPONSIBILITIES

  • Own the entire customer experience strategy
  • Directly manage the leaders of Customer Service, Sales Operations, and IT; as well as provide high level oversight of their respective teams
  • Work collaboratively across the business, including commercial sales leadership to ensure the message is consistent through the business, and omni-channel objectives are being met
  • Leverage internal partnerships with Distribution Center Operations, and other stake holders, to drive efficiency and reduce recurring customer issues
  • Develop and lead a best in class Voice of the Customer program to gain insights into consumers' needs
  • Identify different customer subsets and analyze customer insights to create a better experience
  • Ensure alignment and adoption of customer experience across all NA Wholesale functions
  • Create and lead IT strategy in alignment with NA Wholesale priorities and the broader IT organization
  • Develop strategic initiatives that drive customer satisfaction
  • Explore and advise executive leadership on new technologies and/or vendors to improve productivity and customer engagement
  • Evaluate productivity and performance across the Customer Service team as it measures up to company-wide goals and department KPIs
  • Determine staffing levels across Customer Service to guarantee service expectations are met

 

BASIC QUALIFICATIONS

  • 15+ years of experience in Customer Service leadership or related field
  • Bachelor’s degree in Business Administration, Communications, or other related field
  • In depth understanding of technology, ecommerce and supply chain
  • Exceptional communication and interpersonal skills
  • Strong analytics skills and ability to make data-driven decisions
  • Experience with Wholesale Sales Operations
  • Demonstrated ability to lead teams, mentor staff and collaborate across disciplines to achieve company and business-unit objectives
  • Excellent communication and presentation skills

 

PREFERRED QUALIFICATIONS

  • Experience managing IT and technology teams and/or projects
  • MBA or other related advanced degree
  • Lean or Six Sigma certification

Upon request and consistent with applicable laws, Luxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process.  To request a reasonable accommodation, please call the Luxottica Ethics Compliance Hotline at 1-888-887-3348 or e-mail HRCompliance@luxotticaretail.com (be sure to provide your name and contact information for either option so that we may follow up in a timely manner). 

We are an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law.  Native Americans receive preference in accordance with Tribal Law.


Nearest Major Market: Long Island
Nearest Secondary Market: New York City

Job Segment: Retail Sales, Lean Six Sigma, Supply, VP, Executive, Retail, Management, Operations

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