VP of Customer Experience (CX)

Job Description

About Flash Pack:

When was the last time you made a new friend? Friendship profoundly improves our emotional wellbeing, sense of belonging, purpose and happiness. Everyone wants more human connection but making new friends is really hard. That’s why we exist, with a mission to create one million meaningful friendships across the globe, using the power of travel and technology as a platform for connection.

We are Flash Pack – curated social adventures for solo travellers.

We’re a marketplace, so we actually serve two types of customers: solo travellers and the local partners who bring our adventures to life.

Our business is growing year-on-year and backed by strong investor support. Our culture is down-to-earth, hard-working, and compassionate. We’re lucky to have an exceptional team in terms of talent, and our “no a-holes” policy ensures we’re humble and supportive of each other. Integrity is at the heart of our work—we’re driven to do what’s right and to build a company that makes us genuinely proud.

What you’ll find here:

• A culture built around high performance, high conviction and humility. We value teamwork over grandiosity, great questions over corporate euphemisms and autonomy over conformity
  

• An ambitious high growth mid stage start-up with proven product market fit in over 15 global markets. We’re well-capitalised and backed by founders, investors and entrepreneurs who have built multi-billion dollar companies
  

• A highly collaborative team of ambitious and innovative people on a mission to create one million meaningful friendships across the globe, using the power of travel and technology as a platform for connection

You can find out more about our culture and life at Flash Pack here.

The Role:

We’re looking for an experienced VP of Customer Experience to join our team - this is a new role in our team reporting to the C-Suite. You’ll lead and mentor our global CX team of around 20, fostering a high-performing team focused on delivering exceptional customer experiences across the full customer lifecycle. You’ll define and execute a CX strategy that fuels customer acquisition, growth and retention, playing a critical role in taking Flash Pack to its next stage of growth!

The salary for this role is $165k+. This role is based in the USA and you must be on a East Coast timezone.

Where you will spend your time:

• Re-architect an end to end CX Team, putting in place the right structures, strategies, policies and incentives to manage a distributed, high touch CX team, ensuring 24/7 coverage and high-quality support across multiple time zones

• Leading and empowering a high performing global CX team of around 20, ensuring they are aligned, well-equipped and motivated to deliver outstanding customer experiences and support across every touch points - from initial contact and pre-trip planning to on-trip service and post-trip follow-up

• Defining, executing and leading a CX strategy that aligns with our business goals, focusing on acquisition, retention, growth whilst enhancing the customer experience across the full customer journey - from initial contact to post trip engagement
  

• Defining and monitoring key customer success indicators to track performance, health and retention and presenting these to the leadership team and relevant stakeholders to inform strategic decision making

• Championing a customer-centric culture and acting as the driving force to ensure customers are at the core of our business and decision making. You’ll ensure that the customer voice is heard and prioritised across all levels of the business
  

• Collaborating closely with cross functional teams such as Product Innovation, Tech & Product, Commercial and Marketing to ensure cross-functional alignment and initiatives are in place to enable our goals around customer growth, retention and acquisition

• Enabling operational excellence by streamlining processes, developing knowledge, and ensuring the right tool, systems and data points are in place to enable the team and business to scale and grow in an effectively and efficiently
  

What we’d love to see from you:

• You’ve got a strong background in CX and have owned and led the entire CX journey from pre-sale to post-sale through a period of growth - if you’ve seen this at both a start up scaling and a larger business, even better!
  

• You’ve got experience in the B2C e-commerce space with international customers, ideally working with high value physical or virtual products that have a longer purchase journey
  

• Youv’e got demonstrable success leading a globally distributed CX team (ideally across varying time zones) and can coach and develop teams to be high performing
  

• You’re comfortable operating both strategically and operationally and are happy to flex between this - you’ll be responsible for creating a CX strategy but will also need to get into the detail and build what good looks like on an operational level
  

• You're commercially astute and have proven experience in executing retention and conversion strategies and initiatives, and can use metrics such as margin and P&L to inform CX decision making
  

• You’re a HUGE advocate for customer experience and strive to create exceptional experiences creating a customer-centric culture
  

• You’re data driven and can define customer success indicators to measure performance, health and retention and use these metrics to inform decision making

• You excel at stakeholder management and collaborating with cross-functional teams to ensure customer feedback and insights are integrated from product development to marketing and beyond

We’re after the right person and if you don’t quite hit all the criteria, we’d still encourage you to apply. We’d love to chat and see if you could be a great fit for Flash Pack.

Logistics 🛠️:

Our interviews take place on Google Meet and usually consist of the following stages:

• Introductory chat with our talent team to see if there is a match (30 mins)

• An interview with the hiring manager to hear more about your background and experience and to give you a deep dive into the role (1 hour)

• A case study and presentation with the hiring manager and a key stakeholder to see how you’d solve a problem (60 mins)

• A culture and ways of working interview to see your ways of working are a match with ours (30 mins)

• Meet with one of our founders for any final questions you or we have (30 mins)

Diversity and Inclusion

We’re led by a BAME, female CEO and building a diverse and inclusive team is incredibly important to us which is why we are building diversity and inclusion into the company hiring, performance and progression framework.

We see our diversity as a key competitive advantage which is why we are committed to hiring top talent regardless of race, religion, colour, national origin, sex, sexual orientation, gender identity, age or status as an individual with a disability.

If you have an additional accessibility or other requirement we haven’t considered, we will do our best to adapt and make sure your needs are met.

If you would like to talk to us about these efforts, or have suggestions for how we can do better, we would love to hear from you.

Once you apply, you will be sent a short Equality, Diversity & Inclusion survey, it would help us immensely if you can complete it.

Flash Pack GDPR Compliance: Please take two minutes to read our Flash Pack Privacy Notice for Recruitment and learn how we will process your data.