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VP of Sales and Customer Experience

Job Title
VP of Sales and Customer Experience
Job ID
Work From Home
Scranton,  PA 18505
Other Location
Copperfield Chimney is searching for a remote-based Vice President of Sales and Customer Experience. The VP of Sales and Customer Experience reports to the Company’s CEO and is a member of the Executive Team. You are expected to significantly influence the progress and success of the organization through driving increased sales and customer satisfaction. As the VP of Sales and Customer Experience, you will provide a clear vision for growth and identify areas to improve market share and implement programs to do so. You will lead internal and external teams to greater achievements and business scale to deliver exceptional service across all touchpoints. You will oversee various departments including customer service, marketing, inside and outside sales, and e-commerce. Your primary responsibility will be to drive new business and enhance customer satisfaction, retention, and loyalty by driving a seamless and engaging customer journey.

As the VP of Sales and Customer Experience you are responsible for:

1. Strategic Leadership:
  • Develop and implement a comprehensive customer experience strategy aligned with the company's objectives.
  • Provide visionary leadership to cross-functional teams to ensure alignment and execution of customer-centric initiatives.
  • Drive a culture of customer obsession throughout the organization.
  • Sets annual and monthly revenue forecasts that drive the company’s growth and financial performance.

2. Customer Service Management:
  • Oversee customer service operations to ensure timely and effective resolution of inquiries, complaints, and issues.
  • Implement strategies to continuously improve customer service quality and efficiency.
  • Develop key performance indicators (KPIs) and metrics to measure and track customer service performance.

3. Marketing Strategy and Execution:
  • Collaborate with the marketing team (internal and external partners) to develop integrated marketing campaigns that resonate with target audiences.
  • Ensure consistent branding and messaging across all marketing channels.
  • Analyze market trends and customer insights to identify opportunities for growth and differentiation.

4. Sales Management:
  • Lead inside and outside sales teams to drive revenue growth and achieve sales targets.
  • Develop sales strategies and tactics to penetrate new markets and expand customer base.
  • Provide guidance and support to sales representatives to enhance their effectiveness and productivity.
  • Lead customer meetings with key accounts

5. E-commerce Operations:
  • Oversee the e-commerce platform to optimize the online shopping experience and increase conversion rates.
  • Monitor website performance, user experience, and transactional data to identify areas for improvement.
  • Collaborate with cross-functional teams to implement enhancements and new features to the e-commerce platform.

6. Customer Experience Enhancement:
  • Implement customer feedback mechanisms to gather insights and identify pain points in the customer journey.
  • Lead initiatives to enhance product offerings, services, and processes based on customer feedback and industry best practices.
  • Foster a customer-centric culture by championing humility, empathy, responsiveness, and accountability.

To be successful in the role you must possess:
  • Bachelor's degree in Business Administration, Marketing, or related field; MBA preferred, or equivalent work experience in the field.
  • Proven experience (10+ years) in a leadership role overseeing customer experience, customer service, marketing, sales, and e-commerce.
  • Demonstrated success in developing and implementing customer experience strategies that drive business results.
  • Strong analytical skills with the ability to interpret data and translate insights into actionable strategies.
  • Excellent communication and interpersonal skills with the ability to influence and collaborate cross-functionally.
  • Strategic thinker with a customer-centric mindset and a passion for delivering exceptional customer experiences.
  • Market experience in residential building products, appliances, home improvement, or installation-dependent products. Preference for those with past service provider experience. Manufacturing experience a plus; distribution of other manufacturers’ products a plus.
  • Familiarity with multi-layer channel B2B to C products on a regional or national basis.
  • Demonstrated performance of meeting goals and objectives for revenue, margin, market share, geographic improvement, and personnel leadership.
  • Travel up to 70% of the time will be expected, and to include but not limited to: travel to review key customer accounts, face-to-face with employees in the field, industry events, monthly and bi-annual leadership meetings, and Academy training functions.

Copperfield Chimney is the nation’s leading supplier of chimney and hearth products. Since our founding in 1978 by Robert “Sooty Bob” Daniels, we have been committed to our goal of providing chimney sweeps, contractors, hearth retailers, and masons with all of their chimney, hearth, and accessory needs. If you are ready to work with a growing organization that values its employees, please apply today!
Pay Range
$290,000.00   Annually to $300,000.00   Annually

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