VP, Head of Customer Experience - Remote

WHO WE ARE:

How will transportation and mobility evolve? What will the vehicle of the future look like – and how will those vehicles be repaired? How can the next chapter of your career contribute to solving these transportation challenges and more?

NexaMotion Group (NMG) is on a mission to simplify complex vehicle repair to keep the world moving .

We are a leading automotive parts distributor represented across the U.S., Puerto Rico, and Canada, and through patent-winning software and technology, we are revolutionizing our industry.

What has remained constant throughout our 50-year history of transformation is our dedication to our customers, our team members, and to the values on which NMG was founded: Commitment , Humility , Optimism , Integrity , and Respect .

A career with NMG offers the opportunity to make an impact within a rapidly growing organization – the chance to learn, lead, collaborate, and connect with other solutions-oriented, forward-thinking professionals. We invest meaningfully in training and development, empowering you to build your future alongside ours and shape a career unique to your talents, interest, and purpose.

THE OPPORTUNITY:

The VP of Customer Experience will lead the development and implementation of a best-in-class activation and onboarding team. This team will engage new customers, ensure a smooth onboarding process, and drive customer retention and expansion across NMG’s online channels. In addition to customer activation and retention efforts, this role will have direct responsibility for managing Transend support, ensuring a seamless and efficient customer service experience. External collaboration with partner systems will also be key to integrating and optimizing customer experiences.

This is a remote opportunity.

RESPONSIBILITIES:

• Build & Lead Activation/Onboarding Team: Recruit, train, and develop a high-performing customer experience team focused on customer activation, onboarding, and retention.
• Customer Activation Strategy: Develop and execute strategies to activate new customers, accelerate their time to first purchase, and deepen engagement with NMG’s online offerings.
• Onboarding Process: Create seamless onboarding experiences that educate customers on the value of NMG’s products and services, helping them achieve success from their first interaction.
• Retention Programs: Design and implement customer retention programs to increase customer lifetime value and reduce churn.
• Transend Support Management: Oversee customer support operations for Transend, ensuring excellent service and efficient resolution of customer inquiries and issues.
• External Collaboration: Work closely with partner systems and third-party vendors to integrate, streamline, and optimize the customer journey across platforms.
• Cross-Functional Collaboration: Partner with marketing, sales, product, and engineering teams to ensure that the customer experience is consistent and aligned with business goals.
• Data-Driven Insights: Utilize customer feedback, behavioral data, and KPIs to identify opportunities for improving the customer journey and driving growth.
• Customer Support Excellence: Ensure that all customer support interactions reflect NMG’s commitment to outstanding service, including the oversight of Transend’s customer support.
• Technology & Tools: Leverage CRM, customer support platforms, and other tools to streamline and enhance the customer experience at scale.
  
  

PREFERRED QUALIFICATIONS:

• Proven experience in building and leading customer experience or customer success teams, preferably in an e-commerce or B2B environment.
• Strong understanding of customer lifecycle management, customer activation, and retention strategies.
• Demonstrated ability to manage customer support teams and operations, including experience in resolving escalations.
• Experience working with external partners and systems integration to optimize customer experiences.
• Experience in managing and scaling onboarding programs for new customers.
• Excellent communication and leadership skills, with the ability to influence cross-functional teams.
• Proficiency in CRM and customer support technologies (Freshdesk, Hubspot).
• Preferred Experience – 10+ years of related work experience
• Must be able to communicate effectively at all levels of the organization
  
  

SKILLS & ABILITIES:

• College degree BA/BS from an accredited institution with concentration in Business, Marketing, Statistics, Technology, or related discipline; advanced degree a plus
• Ability to work independently and in a fast-paced environment
• Self-starter – ability to initiate and execute with limited assistance
• Effective writing, communication and interpersonal skills
• Assertive, analytical problem solver with a can do attitude
• Strong problem solving and troubleshooting skills
• Ability to exercise mature judgment
• Proficiency in Microsoft Excel – able to analyze large data sets
  
  

WORK ENVIROMENT:

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

TRAVEL REQUIREMENTS:

Approximately 10% of time.