Head of Customer Experience

About the Role As the Head of Customer Experience, you are the strategic visionary responsible for the end-to-end customer journey and the long-term health of our global enterprise portfolio. Reporting directly to the Vice President of Customer Experience, you will bridge strategy and operational execution, leading a high-impact organization of Directors and Managers to scale a world-class CX framework that drives 100% retention and strong P&L performance, positioning Stord as a strategic partner to the world’s most complex brands.

What You'll Do

• Execute and operationalize the global CX roadmap with cross-functional alignment to create a seamless onboarding-to-advocacy lifecycle.
• Lead executive engagement for top-tier accounts, partnering with the VP of CX on strategic escalations and enterprise-level decisions.
• Own the financial health of the enterprise customer portfolio, driving account profitability, renewal strategy, and disciplined management of margins, credits, and AR exposure.
• Define and standardize the "Gold Standard" for account management, including the evolution of Quarterly Business Reviews (QBRs) and proactive churn-mitigation playbooks.
• Lead, mentor, and scale a multi-layered team; responsible for succession planning and developing the next generation of CX leadership.
• Partner with Product, Operations, and Marketing to translate customer feedback into product roadmaps and operational improvements, ensuring the voice of the customer drives enterprise-wide change.
• Act as a thought leader, providing the Executive Leadership Team with data-driven insights on competitive threats, market shifts, and emerging ecommerce trends.

What We're Looking For

• Experience: 12+ years in Customer Experience, Account Management, or Success Leadership, with at least 5 years in a "Manager of Managers" capacity within a high-growth environment.
• Commercial Mastery: Proven track record of managing multi-million dollar portfolios and successfully navigating high-stakes contract negotiations and renewals.
• Analytical Rigor: Ability to transform complex data sets into actionable strategies that improve Net Promoter Scores (NPS), Customer Satisfaction (CSAT), and Gross/Net Retention.
• Operational Excellence: Deep understanding of the integrations and implementations lifecycle—you understand that a great customer experience begins long before the first order is shipped.
• Influence & Presence: Exceptional communication skills with the ability to influence internal executive stakeholders and external C-suite clients.
• Strategic Growth Mindset: A history of identifying "white space" within existing accounts to drive upsell/cross-sell opportunities in collaboration with Sales teams.
• Travel: Ability to travel up to 50% domestically to our customer or network sites.

Nice to Have

• Domain Expertise: Deep background in Supply Chain, 3PL, Warehouse Fulfillment, or Global Ecommerce.
• Transformation Experience: Proven ability to lead teams through periods of significant organizational change or business transformation.
• Tech Savvy: Advanced proficiency in CRM ecosystems and data visualization tools.