ROLE OVERVIEW:This is a senior executive role with full end-to-end ownership of the Customer Experience function in a high-growth FMCG B2C environment serving 500,000+ active online customers. Operating in a 24/7, high-volume, fast-paced context, the VP of Customer Experience will define and execute the CX strategy, lead a dedicated team, and drive automation and systems improvements in close partnership with Product and Technology. This leader combines genuine customer empathy with sharp operational discipline — building experiences that are seamless, scalable, and commercially grounded.KEY RESPONSIBILITIES:CX Strategy & VisionOwn and evolve the organisation's end-to-end Customer Experience strategy, aligned to the company's commercial priorities and operational capabilities.Map, analyse, and continuously improve the full customer journey — from discovery and purchase through fulfilment, delivery, and post-sale service.Define CX ambition and standards across all digital and physical touchpoints, ensuring a consistent brand experience at scale.Establish and report on a clear framework of CX metrics: NPS, CSAT, Customer Effort Score (CES), first contact resolution, contact rate per order, and repeat purchase rates.Operations & Team LeadershipBuild, lead, and develop a high-performing CX organisation with accountability across customer service operations, experience design, insights, and continuous improvement.Set the operational rhythm for a 24/7 customer-facing function, ensuring capacity, quality, and SLA performance across all channels.Foster a culture of accountability, empathy, and data-driven problem-solving throughout the team.Define career frameworks and succession plans to grow CX talent from within.Insights, Analytics & Root Cause ResolutionBuild and lead a dedicated capability to systematically identify patterns in customer issues, conduct root cause analysis, and drive cross-functional resolution.Translate customer data and behavioural signals into actionable intelligence for leadership, product, and operations teams.Champion Voice of Customer (VoC) programmes — surveys, feedback loops, customer panels — and embed insights into decision-making at every level.Use data to proactively identify at-risk customers and develop targeted retention and re-engagement strategies.Automation, Systems & Digital EnablementPartner closely with the Product team to define and prioritise CX-impacting technology investments — self-service portals, chatbots, AI-powered triage, order tracking, and returns automation.Drive the adoption and optimisation of CRM, contact centre, and customer engagement platforms to improve both customer outcomes and operational efficiency.Lead the automation agenda within CX: identify high-volume, low-complexity interactions and systematically shift them to self-serve, reducing cost-to-serve without degrading experience.Evaluate and pilot emerging technologies (AI, GenAI, predictive personalisation) to stay ahead of evolving customer expectations.Cross-Functional CollaborationAct as the executive voice of the customer across the business — influencing product roadmaps, operational processes, and commercial decisions with customer impact data.Build trusted partnerships with Product, Technology, Operations, Logistics, and Commercial teams to resolve systemic issues and co-create better customer outcomes.Lead structured cross-functional forums focused on CX performance, issue resolution, and improvement delivery.Manage escalations for complex or sensitive customer situations, ensuring rapid resolution and transparent communication.Continuous Improvement & GovernanceEstablish and maintain CX governance frameworks, service standards, and SLAs in alignment with business commitments.Apply structured improvement methodologies (Lean, Agile, or equivalent) to systematically reduce defects and friction in customer-facing processes.Lead regular CX business reviews, presenting performance trends, root cause findings, and improvement roadmaps to executive leadership.REQUIRED PROFILE:Experience10+ years: of progressive experience in Customer Experience, Customer Operations, or a related discipline.5+ years: in a senior leadership role with direct ownership of a CX or customer service function.FMCG B2C background: mandatory — proven experience with physical product distribution and end-consumer fulfilment.High-volume digital platforms: experience managing CX operations at scale (hundreds of thousands of active customers).CX transformation: demonstrated track record of leading significant CX improvement or transformation programmes — a strong differentiator.Skills & CompetenciesStrong leadership presence and a confident, credible personality — able to influence peers, challenge the status quo, and drive change at pace.Strategic thinker who can also operate at the ground level to solve problems and unblock teams.Deep proficiency with CX technology platforms: CRM systems, contact centre solutions, self-service tools, and analytics dashboards.Strong data literacy — able to interpret complex customer and operational data and translate it into clear decisions and actions.Exceptional cross-functional collaboration and stakeholder management skills.Ability to balance genuine customer empathy with commercial pragmatism and operational realities.Strong communication and storytelling skills, with the ability to present complex information clearly to executive audiences.Familiarity with automation and AI applications within customer service environments.