Vice President Customer Excellence (all genders)

Job Description

The Role

As our VP Customer Excellence you will lead the teams along the customer journey to bring the customer experience to new heights. You will drive strategic direction to ensure that our customers are delighted with LucaNet; from technical onboarding up to the full utilization and enablement of our services. You will be a key player in a growing organization.

Powered by uniqueness

Everybody’s different here and we like it that way. At LucaNet, we are powered by the uniqueness of our people and are committed to creating an inclusive work environment where everyone can grow and feels respected. The more voices we have represented in our business, the more we will all thrive, contribute, and be forward-thinking.

That’s why we only want to assess candidates based on qualifications, merit, and business needs. You are welcome at LucaNet for who you are, no matter your gender identity, sexual orientations, personal expression, racial identity, ethnicity, religious belief, and disability status.
People don’t fit into neat boxes, we know that. If you think you’d excel in this position, even if you don’t cover all points, we really want to get to know you and why you’re great for the role. Please avoid including your picture, age, and marital status in your CV.

Learn more about our culture and D&I journey

What you'll do

• Continuous improvement and development along the Customer Journey and post-sales processes with the aim of providing a world-class Customer Experience in line with our strategy.
• Establish and roll-out the LucaNet customer excellence roadmap for holistic management, Customer segmentation, new pricing models and incremental sophistication these processes.
• Leading five departments (e. g., Professional Services, Customer Success, Academy) with one direct report each and more than 100 employees in total.
• Advance Business Area Service quality processes and systems, e.g., quality management, NPS etc.
• You ensure ongoing skill development and capability-building within the customer excellence management for customer-focused communication, data-driven customer experience improvement and innovation, and alignment with customer expectations.
• You will report directly to and work closely with our Board and all customer facing teams to jointly embed and facilitate customer experience excellence ownership and alignment.
• You will work remote and/ or in one of our Offices in Germany.

What you bring to the table

• You have at least 8 years of executive experience in management positions with strong focus on customer excellence, customer experience, Professional Services or similar in the B2B Software/ SaaS environment.
• You have a proven track record of building a customer excellence strategies, ability to create shared vision, inspire collaboration, and drive change with momentum.
• You are used to work in a high-energy and rapidly changing environment in which you must be able to multi-task.
• Establish and roll-out the LucaNet customer excellence roadmap for holistic management, Customer segmentation, new pricing models and incremental sophistication these processes.
• You are and work extremely data-driven and are adept at setting up and tracking relevant KPIs that serve as foundation for continuous improvement.
• You possess fluent English and German skills, both verbal and written. Any additional languages would be a plus.

Perks at work

• LucaFlex – We enable you to determine your work schedule and location according to your needs
• Mobile Work – Sometimes a change of scenery can boost creativity and productivity. And sometimes it’s just time for a break. That’s why we offer you our mobile work options or a sabbatical
• Team Spirit – We work as a team and like to celebrate as a team, so we take any opportunity to get together, learn together, and celebrate together
• Learning & Development – We encourage you to pursue knowledge and inspiration and give you the time, space, and budget to do so
• Charity Time – We support you in taking the time to do some good
• Health & Wellbeing – We care about your mental health and wellbeing and provide you with the programs to stay fit, productive, and get the support you need.
• Generous vacations – We encourage you to take time off to relax, travel, and recharge
• LucaNet.Engage – We support your personal and professional development in a targeted manner with our employee development process
• Compensation and Company Pension Plan – We are committed to Fair Pay as well as supporting our people also for their future with a company pension plan and/or pension allowances
• JobRad – We have partnered with JobRad so that you can find your dream bike supported by us
• Staff Discounts – Thanks to our corporate benefits partner, you can receive a whole bunch of discounts for different areas