Vice President, Client Success - Retail (US Remote)
About the position Bringing smiles is what we do at TTEC… for you and the customer. As a VP, Client Success working remotely or at our principal place of business in Austin, Texas, you’ll be a part of bringing humanity to business. #ExperienceTTEC What You’ll be Doing Reporting to the SVP, Travel, Retail & CPG, this experienced executive will lead a specialized client portfolio across retail clients representing the TTEC Engage solution set. The VP will nurture relationships with our clients to grow a profitable book of business leveraging your passion for – and in depth understanding of the modern customer experience landscape, deep expertise in operational excellence, and building client relationships. As a client success executive, you should stay up to date on market trends impacting your clients’ industries and work to understand and anticipate their business needs to position TTEC as a value-add strategic partner to best support their objectives. To be successful in this role, you will ensure alignment between our organization's objectives and each client's needs to maintain and deliver profitable growth in your portfolio. You will be responsible for orchestrating TTEC teams and individuals from marketing, sales, offers and solutioning, and delivery to successfully serve clients and grow your book of business profitably. During a Typical Day, You’ll Act as a visionary for your client portfolio with an in-depth understanding of CX delivery and technology-enabled solutions. Have full P&L responsibility and for meeting/exceeding annual financial goals while making progress on longer-term financial performance. Lead the development of the short and long-term business strategy to include expanded digitized offerings, geo expansion and solutions that align with your clients’ business needs and market trends. Work hand in hand with offering, solutioning and delivery teams to deliver on the strategies. Review existing client relationships to ensure best practices are in place for client management, retention, and to position us for growth Create strategy for business growth and oversight of current business within the portfolio including achieving the businesses goals for sales, business development, and delivery across TTEC Engage Build and sustain internal and external relationships and have the stature and credibility to interface at senior levels. Collaborate closely with other client portfolio leaders to share best practices, identify synergies and business opportunities that will benefit our clients and the company growth and financial performance. Responsibilities • Act as a visionary for your client portfolio with an in-depth understanding of CX delivery and technology-enabled solutions. • Have full P&L responsibility and for meeting/exceeding annual financial goals while making progress on longer-term financial performance. • Lead the development of the short and long-term business strategy to include expanded digitized offerings, geo expansion and solutions that align with your clients’ business needs and market trends. • Work hand in hand with offering, solutioning and delivery teams to deliver on the strategies. • Review existing client relationships to ensure best practices are in place for client management, retention, and to position us for growth • Create strategy for business growth and oversight of current business within the portfolio including achieving the businesses goals for sales, business development, and delivery across TTEC Engage • Build and sustain internal and external relationships and have the stature and credibility to interface at senior levels. • Collaborate closely with other client portfolio leaders to share best practices, identify synergies and business opportunities that will benefit our clients and the company growth and financial performance. Requirements • 15+ years of business leadership experience, preferably in the customer experience industry • In depth knowledge of customer experience with enterprise level Retail industry clients • Combine vision, strategy and tactics to systematically grow the organization and customer development goals through creativity, ethical behavior and business builder techniques. • Sophisticated understanding of the sales process, contact center operations, and financial metrics of successful service delivery while bringing a proven approach for how to optimize a large scale, distributed environment. • A problem solver with demonstrated success influencing, managing and being part of matrix organizations. • Accustomed to serving large / complex Fortune 500 clients in an extremely fast-paced environment • Someone who galvanizes the team, excites the masses about one’s vision / operational plan, and balances being a take-charge leader with having a collaborative approach Benefits • Medical, dental, and vision • Tax-advantaged health care accounts • Financial and income protection benefits • Paid time off (PTO) and wellness time off Apply tot his job