Job Ref: # 5281642
Date Posted: 7/20/2025
City, State: Petaluma, CA
Salary (USD): $180,000 - $210,000
Description
Position Details:
Title: Vice President, Customer Experience
Location: Petaluma, CA, Lake Oswego, OR or Mukilteo, WA
Compensation: $180k-$210k Base Salary (target - depends
on experience), plus up to 20% bonus. Benefits: Comprehensive package includes
Health, Dental, and Vision insurance, 401(k) with generous company
contribution, PTO includes vacation (120 hours), sick leave (52 hours), and 8
holidays, Paid Leave (paid maternity leave for employees who qualify for FMLA,
as well as parental leave), and tailor- made career development plans. Company
rewards employees with performance-based salary increases.
on experience), plus up to 20% bonus. Benefits: Comprehensive package includes
Health, Dental, and Vision insurance, 401(k) with generous company
contribution, PTO includes vacation (120 hours), sick leave (52 hours), and 8
holidays, Paid Leave (paid maternity leave for employees who qualify for FMLA,
as well as parental leave), and tailor- made career development plans. Company
rewards employees with performance-based salary increases.
Position Description:
Reporting to the company’s Wine Segment President, the VP
Customer Experience plays a crucial role in building and supporting a
best-in-class customer experience team anchored in an environment of continuous
improvement and learning development. You will lead a team of Customer Service
leaders across multiple manufacturing sites, who are responsible for providing
strong service and
Customer Experience plays a crucial role in building and supporting a
best-in-class customer experience team anchored in an environment of continuous
improvement and learning development. You will lead a team of Customer Service
leaders across multiple manufacturing sites, who are responsible for providing
strong service and
responsiveness to both internal and external customers,
while driving performance via KPI’s and monitoring compliance to company
standard work and procedures. This individual will oversee 3 Customer Service
teams in Northern CA, OR and WA.
while driving performance via KPI’s and monitoring compliance to company
standard work and procedures. This individual will oversee 3 Customer Service
teams in Northern CA, OR and WA.
Responsibilities include:
- Implement and execute high-impact customer service and
experience strategies focused on driving retention, expansion, and overall
customer satisfaction. Establish efficient and balanced workflows that maximize
efficiency and produce high levels of quality service. - Recruit, develop, and retain a high-performing
customer-focused team, ensuring teams have guidance, tools and resources to
execute a consistent customer experience across all locations within the wine
segment. - Serves as coach / mentor for Customer Service leaders
related to resolving customer conflicts, order fulfillment challenges,
training, and personal career development. - Monitors service metrics, ensuring KPIs are met or
exceeded in assigned region, providing coaching and training as needed. - Develops strong relationships with internal customers
within assigned sites to advocate for standardized processes that support
best-in-class service while maintaining efficiency and cost- effectiveness. - Participates in special projects and performs other
duties as assigned.
Requirements:
- Bachelor's degree or 5-7 years Customer Service
leadership experience within a manufacturing environment – ideally within the
wine & spirits industry. - Proven ability and willingness to develop relationships
with customers and internal functional partners. - Broad and deep experience in all aspects of leadership
and operations. - Extensive experience with manufacturing ERP systems,
preferably Label Traxx and Radius. - History of client-driven orientation with strong focus on
service excellence. - Strong communication (written and verbal) and influencing
skills. - Knowledge of Lean or Six Sigma principles.
Job Posting
