Vice President Customer Experience

Vivino

Can you manage and optimise the customer experience in an entrepreneurial environment? Then we would like to hear from you!

This is a unique opportunity to impact and ensure Vivino’s future success in a strategic and important position as Vice President of Customer Experience. Vivino is the world’s largest online wine marketplace and most downloaded wine app, powered by a community of millions. Their unique wine shopping experience uses community data to suggest personalised wine recommendations, making wine discovery and purchase fun, accessible and effortless for wine drinkers of every level. If you have an entrepreneurial mindset and want to use your knowledge to make Vivino excel in world class customer experience, then this is a unique opportunity to join their exciting growth adventure, and empower people everywhere to enjoy wine to the fullest.

Activate your entrepreneurial mindset to drive Vivino to the next level
You will play a key role in Vivino’s future success and one of your main goals is to increase the Perfect Order Rate (POR) and keep track of GMV costs. As Vice President of Customer Experience, you will work with fundamentals on how to improve the customer experience on the wine-scanning app and the online marketplace. This is achieved by analysing how wine is getting from A-B, looking at new business opportunities, standardising the customer journey and aligning this with the core business. You will function as the customers’ advocate towards the Vivino business and thereby ensure an amazing experience and unmatched quality of service towards the customers.

Vivino’s goal is to double their turnover within the next two years, and you will play a critical role in making this happen by leading highly skilled employees within customer experience. You will report directly to co-founder and CPO Theis Søndergaard and have three direct reports, who all live and breathe customer excellence. You will define the overall strategy and engage key business partners to ensure alignment regarding customer satisfaction.

Vivino offers an exciting position in an international company with great potential to be even more successful.

The company culture is characterised by having a dynamic, open, entrepreneurial, and ambitious mindset, and they always strive for better. The tone is informal, and everyone is perceived as equal regardless of title and organisational level, which means that there are no assholes allowed at Vivino.

Your qualifications
It is expected that you hold a relevant educational degree, experience from a similar industry with an online marketplace or extensive knowledge from a complex e-commerce business. You have what it takes to mature your department on a scale-up journey. You are able to build up and strengthen the customer experience in a technology/IT based company and thereby ensure that your department can match the future growth. You have strong stakeholder management skills; you take the lead and can set the direction for strategies and make your team deliver on these.

Apply for this unique position at Vivino
The recruitment process is carried out in collaboration with the consulting company Compass Human Resources Group. If you want to learn more about this position before submitting your application, please do not hesitate to contact Senior Research Consultant, Tina Gissel Larsen at tg@compasshrg.com. Please submit your application and CV as soon as possible, if you are interested. Applications will be processed on an ongoing basis. Please note that all enquiries will be handled with confidentiality and that we will reply to the email address from which you send your CV.

About Vivino
Vivino is the world’s largest online wine marketplace and most downloaded wine app, powered by a community of millions. Vivino’s unique wine shopping experience uses community data to suggest personalised wine recommendations, making wine discovery and purchase fun, accessible and effortless for wine drinkers of every level. The Vivino app is available for download on Android and Apple devices. Vivino currently employs 160 wine enthusiasts across three continents covering the US headquarters in in San Francisco, California, USA and EU headquarters in Copenhagen, Denmark.

Deadline for application: As soon as possible
Workplace: Copenhagen
Company: Vivino
Reference: 2105.029

 

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