The Vice President of Client Experience architects and leads customer experience excellence throughout our organization. Our vision is to align with customer expectations for a flawless, transparent and world-class experience that sustains mutual growth. This executive reports to the CCO and influences the leadership team, base location managers and flight concierge team in providing seamless interactions and mutual value to clients. As strategic customer expectations evolve, this executive will drive ongoing alignment to maximize customer lifetime value growth. This executive will facilitate central oversight and/or guidance of customer experience programs and initiatives companywide. The focus will be on differentiating service standards, concierge training, synergies, change management, creativity, improvement, and customer-centricity. Centralized customer experience programs include customer research and analytics, customer relationship management and customer success, customer service and business processes related to client experience. This executive will work closely with human resources, finance, IT, strategy, operations, quality and sales leaders to jointly embed ownership of customer service excellence. This executive will have a customer-centric mindset and demonstrate the ability to create shared vision, inspire collaboration, and drive change with momentum. This executive will have a strong background in customer research, customer strategy, process improvement, human-centered design and performance management. This executive will have proven ability to manage diverse efforts’ synergies, and ability to navigate ambiguity, lead in a matrixed organization, and change with an entrepreneurial mindset. Duties & Responsibilities: Ensure that all leaders and team members have a clear understanding of the company’s vision and goals for customer experience excellence, and of their organization’s respective contribution. Develop and deploy the company’s customer experience strategy, systematic collection and application of customer experience insights for strategic advantage and growth. Collaborate with Human Resources to foster the company’s customer experience maturity roadmap for holistic management and incremental sophistication as internal capabilities increase and external expectations evolve. Evolve an efficient portfolio of customer experience insights and analytics that provide a 360-degree view of customer experience that compels strategic action systematically across the company. Improve an effective portfolio of internal communications that educate executives and employees about customer experience realities, expectations, moments of truth, goals, improvement and innovation techniques and engagement opportunities, emphasizing specific ways different roles can make a difference in customer lifetime value. Collaborate with leadership to develop recognition for formal and informal collaboration that resolves issues, prevents issues, and creates value for internal and external customers. Work with leadership and flight concierge team to reframe their charter, roles and rituals for customer-centricity, i.e., why customers care and how it can make a difference for customers and/or customer touch-points. Collaborate with headquarters and locations leadership to develop and deploy systematic actioning on customer experience insights by cross-functional representatives, to prevent recurrence of issues and to create new mutual value associated with key drivers of customer lifetime value. Work with leadership to ensure ongoing skill development and capability-building within the customer experience management roles and among executives and employees at-large for customer-focused communication, customer experience improvement and innovation, and alignment with customer expectations as well as vision of ownership. Install principles and tools for training and auditing superior service standards for employees to create a culture to support an exceptional client experience. Responsible for recruitment of flight concierge team with support of Human Resources for all administrative activities. Collaborate with department managers for client facing positions during the recruitment and hiring process. Responsible for training and audit of all flight concierge team members to ensure an exceptional customer experience for all types of communication and interaction. Manage and leverage third party partnerships and/or consultants related to service standard development, training and auditing. Collaborate with Human Resources to continuously drive the Company’s Supply the High culture and core values across the organization placing focus on flight concierge team. Responsible for audit of base locations on a regular basis to ensure the private terminal facilities aesthetics and its team member appearances meet company standards. Effectively assist leadership to leverage teams through a matrixed organization to achieve exceptional service companywide. Collaborate with Human Resources to ensure all team members receive initial orientation and flight concierge team receives training goals. Present and act as key resource during company new-hire orientation and recurrent training events. Coach and mentor on best practices to provide high quality interactions with both internal and external clients Collaborate with base locations and National Operations Center (NOC) teams to ensure client expectations are clearly defined, understood and achieved. Engage all levels of the organization (including C-Suite) through front-line team members to uncover customer patterns, behaviors and influence of service. Research competition and customer experience received from industry competitors and other concierge-like service positions (i.e., luxury hotel, resorts, spas, etc.). Knowledge, Skills & Abilities: Demonstrates ability to create shared vision, inspire collaboration, and drive change with momentum. Client-centric focus including white glove, concierge service experiences. Service standard training and layout for teams to create a client experience plan based on the specific profile of each client. Experienced in navigating ambiguity and change with an entrepreneurial mindset. Proven superior collaboration skills both in/outside the organization. Work closely with front-line teams through a matrixed organization structure. Results driven and budget conscious. Entrepreneurial at heart, able to create a larger vision, drive change and activate strategies that achieve desired results. Ability to travel 50-75% required for recruitment, training and auditing. Proven ability to manage diverse efforts’ synergies. Track record of customer-centric decision-making. Education, Technologies and Work Experience: Bachelor’s Degree required; MBA Degree or equivalent preferred. Minimum 15 years of proven success working in ultra-luxury hospitality. Minimum 10 years of senior leadership experience as part of an executive team. Strong background in customer research and analytics techniques, customer strategy, process improvement, human-centered design and performance management. Trained and affluent in ultra-luxury hospitality standards and expectation. Track record of frequent personal interactions with customers. Tech-savvy in evolving technologies. Comfortable with public speaking and facilitating large group sessions. Experience successfully managing partnerships in the training and development sector. Physical Requirements: Majority of work is completed in a (remote) office work environment. Communicate through verbal, written and electronic means. Operate office equipment as designated. Move up to 25 pounds on an infrequent basis. Access filing cabinets, drawers and shelves of varying heights.