Vice President of Customer Management

Role Description The Vice President of Customer Management is a full-time remote role responsible for developing and leading the customer management strategy across Lauber Equity’s operating business. This position oversees customer experience initiatives, designs and improves customer service processes, and implements programs to increase customer satisfaction and retention. The role includes building and managing customer-facing teams, setting performance metrics, and optimizing contact center operations and communication channels. The Vice President will collaborate closely with senior leadership to align customer initiatives with business objectives, analyze customer data, and identify opportunities to enhance value for customers and the organization. This role requires hands-on leadership, proactive problem-solving, and the ability to drive continuous improvement in customer-focused operations.

Qualifications

Demonstrated ability to drive high levels of Customer Satisfaction and Customer Experience, with a track record of improving customer loyalty and retention. Strong Customer Service leadership skills, including designing service models, coaching teams, and managing service-level standards. Advanced Analytical Skills to interpret customer data, performance metrics, and operational trends, and to translate insights into actionable strategies. Experience overseeing Contact Centers or customer support operations, including workforce management, technology platforms, and quality assurance. Proven leadership experience in B2B environments, preferably in industrial, manufacturing, distribution, or compliance-driven markets. Excellent communication, stakeholder management, and relationship-building skills, with the ability to collaborate effectively across functions and levels. Strategic and operational mindset, capable of setting vision while executing detailed plans and process improvements. Bachelor’s degree in business, management, or a related field; advanced degree (MBA or equivalent) is beneficial. Experience in remote leadership and managing distributed teams, with strong organizational and time-management skills. Familiarity with CRM systems, customer analytics tools, and modern customer engagement technologies.