Vice President of Customer Intelligence
Vice President of Customer Intelligence
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Job Description
Link Logistics Real Estate (Link) is a leading operator of lastmile logistics real estate. Established by Blackstone in 2019 the company connects consumption technology and the supply chain across its portfolio which spans more than half a billion square feet. With more than 5 percent of U.S. GDP flowing through our spaces we leverage our scale proprietary data and insights and foundational focus on sustainability to drive success for our customers businesses and deliver value for our stakeholders. Link Logistics strives to be the most equitable and inclusive industrial real estate company in the business. We put our people customers and communities first and find ways to make a conscious positive impact where we live and work prioritizing diversity equity and inclusion (DEI) across our workforce to deliver an optimal employee experience. Every day we work to reinvent and lead our industry forward by thinking bigger and challenging the status quo.
Because we believe that good business must be synonymous with doing good strong environmental social and governance practices are foundational to our identity as a firm. These practices include setting ambitious goals to combat climate change partnering with local nonprofits and prioritizing internal diversity equity and inclusion efforts. We seek to use our position ideas and influence to drive progress in our industry and the wider world. At Link we give our customers space to growand we give people space to grow too.
The Vice President of Customer Intelligence is a strategic executive responsible for championing the customer perspective across the organization. This leader drives the vision strategy and execution of customer experience initiatives ensuring that the voice of the customer is systematically captured analyzed and acted upon to enhance satisfaction loyalty and business growth.
RESPONSIBILITIES:
Voice of Customer (VoC) Leadership:
Implement mechanisms for gathering analyzing and disseminating customer feedback from all touchpoints (surveys interviews digital platforms etc.).
Champion customer feedback internally ensuring the voice of the customer informs product development marketing and operational decisions.
Define and track key customer experience metrics (e.g. Net Promoter Score CSAT) to measure performance and identify improvement opportunities.
CrossFunctional Collaboration:
Collaborate closely with leaders in marketing sales operations products and support to ensure seamless frictionless customer journeys.
Break down organizational silos to foster a unified approach to customer experience.
Team Leadership and Development:
Build mentor and lead highperforming customer experience and customer care teams.
Foster a culture of excellence accountability and continuous improvement.
Continuous Improvement and Innovation:
Leverage customer insights and data analytics to identify trends pain points and opportunities for innovation.
Oversee the development and execution of quality assurance programs and processes establishing standards and metrics for products and services.
Stay ahead of industry trends and introduce innovative approaches to differentiate and elevate customer experience.
Stakeholder Communication:
Present regular updates insights and recommendations to executive leadership and other stakeholders.
Ensure all leaders understand their role in delivering customer experience excellence and include CX goals in performance assessments.
Other duties as assigned.
QUALIFICATIONS:
Bachelors degree in business marketing or a related field; advanced degree preferred.
10 years of progressive leadership experience in customer experience customer success or related fields with a proven record of driving customer engagement and loyalty.
Deep expertise in customer analytics datadriven decisionmaking and VoC methodologies.
Exceptional crossfunctional collaboration communication and relationship management skills.
Demonstrated ability to lead and scale teams manage change and drive organizational alignment around customercentric strategies.
EEO Statement
The Company is an equal opportunity employer. In accordance with applicable law we prohibit discrimination against any applicant employee or other covered person based on any legally recognized basis including but not limited to: veteran status uniformed servicemember status race color caste immigration status religion religious creed (including religious dress and grooming practices) sex gender gender expression gender identity marital status sexual orientation pregnancy (including childbirth lactation or related medical conditions) age national origin or ancestry citizenship physical or mental disability genetic information (including testing and characteristics) protected leave status domestic violence victim status or any other consideration protected by federal state or local law. We are committed to providing reasonable accommodations if you need an accommodation to complete the application process please email .
Required Experience:
Chief
Employment Type
Full-Time
