At MOO, we believe Customer Experience can be a genuine point of difference - and an important driver of how we grow.
We’re looking for a VP, Customer Experience to lead the next evolution of our customer and commercial strategy. This role will own the growth of our Managed Services business, lead our Customer Service and Revenue Operations organisations, and set the strategy for how we create a differentiated MOO experience across the end-to-end customer journey.
Reporting to our Chief Commercial Officer, you’ll lead an organisation of approximately 120 people across the US, UK and South Africa, with senior leaders across Sales, Customer Service and Revenue Operations.
What You’ll Do
- Deliver Managed Services revenue growth through customer acquisition, retention and expansion.
- Define the target customers, industries and segments where MOO should focus.
- Develop the proposition, strategy and capabilities required to win and grow high-value customers.
- Determine where human interaction creates value and where AI, automation and self-service should play a greater role.
- Ensure Demand Generation, Sales Enablement and lead generation support the growth strategy. Make Customer Experience a MOO Point of Difference
- Define what a differentiated MOO experience should be and the principles that underpin it.
- Identify the biggest gaps and opportunities across the end-to-end customer journey.
- Own the cross-functional CX roadmap and drive action across the business
- Build customer insight and measurement into how MOO prioritises and makes decisions. Lead and Evolve Customer Service
- Ensure Customer Service delivers strong customer, operational and cost outcomes.
- Own the strategy for the Service organisation, including how Service contributes to MOO’s premium experience and customer loyalty.
- Determine where human interaction creates value and where AI, automation and self-service should play a greater role.
- Ensure Service insight drives improvements beyond the Service team. Build the Commercial Capabilities to Deliver the Strategy
- Ensure our systems, partners,, data and processes enable effective customer management and growth.
- Build the Demand Generation capability required to create the right Managed Services pipeline.
- Ensure Sales teams have the tools, insight, processes and enablement required to perform.
- Use data, technology and AI to improve Sales and Service effectiveness.
About You
- You’re an exceptional strategic thinker. You can take a complex, ambiguous problem, work out what really matters and turn it into a clear strategy and set of choices. You’re highly numerate and use data and customer insight to get to the answer.
- You are genuinely customer obsessed. You instinctively look at the business through the customer's eyes and have experience turning customer insight into changes in strategy, proposition, product, experience or operations.
- You know how to find and shape opportunities for growth. You can think strategically about where to play and how to win, using customer needs, segmentation, economics and market opportunity to develop a compelling growth strategy.
- You can lead strong, experienced functional leaders. You know when to challenge, when to coach and when to get out of the way, and can add strategic value without needing to be the deepest expert in Sales, Service or RevOps yourself.
- You are exceptional at leading across organisational boundaries. You can create alignment, influence senior peers and drive meaningful change across teams you don't directly control, while bringing people with you.
- You are excited by how technology and AI can reshape the customer experience. You can think strategically about where human interaction creates real value and where technology, automation and AI can make the experience better, simpler and more scalable.
Skills Required
- Exceptional strategic thinking and ability to turn complex problems into clear strategies and decisions
- Strong numerical and data-driven decision-making skills
- Experience using customer insight to improve strategy, propositions, products, experiences, or operations
- Experience developing growth strategies using customer needs, segmentation, economics, and market opportunities
- Ability to lead experienced functional leaders across Sales, Customer Service, and Revenue Operations
- Ability to influence across organizational boundaries and drive cross-functional change
- Strategic understanding of technology, automation, and AI applications in customer experience
What We Do
At MOO, we love great design and believe it can work wonders for every business. That’s why we make it simple to create beautiful, expertly crafted business stationery and promotional materials that’ll help you start conversations, open doors and strengthen relationships. MOO launched in 2006 and aims to disrupt the trillion dollar global print industry by combining the values of professional design with accessibility and reach of the web. With rapid annual growth, MOO has become one of the fastest growing print businesses in the world and has over 300 employees across the UK and US London, Boston, Lincoln RI, and Denver CO. We believe in supporting our people to be themselves and be successful – because that’s what makes MOO a great place to work. We’re always looking for bright minds and bushy attitudes, so from software developers to social media specialists, copywriters to customer service heroes, we know we’re only as good as the teams we’ve built. If this sounds like you or someone you know, check out our vacancies and get in touch. Be part of something brilliant.
