VP, Customer Experience

About the Company

Fanatics Collect is a technology company dedicated to revolutionizing the world of collectibles. Every single day our team of experienced product leaders, engineers, creative thinkers, and operators obsesses over how to create the ultimate collector experience - from developing the most fun and entertaining live shopping experience with Fanatics Live, to building the most trusted and dynamic collector focused marketplace with PWCC (acquired in May 2023).

We have the unique advantage of being backed by Fanatics - the world's largest sports merchandiser, with more than 900 global sports relationships, 90+ million reachable fans, and exclusive licensing deals with the MLB, NFL, and NBA among many others - but we're a small, nimble, ambitious team building products from the ground up.

If you're passionate about building world class products and share our love for sports fans and collectors, Fanatics Collect offers an exciting opportunity to be part of a dynamic team creating the future of collecting.

About the Role

We are seeking an experienced Vice President of Customer Experience (CX) to own and drive the entire customer journey for Fanatics Collect. This senior leadership role will be responsible for developing and executing a comprehensive strategy to deliver an exceptional, end-to-end customer experience across all touchpoints, from onboarding and customer support to engagement, retention, and advocacy.

As the VP of CX, you will oversee all aspects of customer experience, including support operations, service excellence, and the long-term strategy for customer satisfaction. You will work closely with senior leadership, including product, engineering, commercial, and operations teams, to design and deliver solutions that delight our collectors and build long-term loyalty. A key focus will be ensuring that the CX strategy is data-driven, customer-centric, and scalable—leveraging automation, AI, and advanced technologies to continuously enhance our support processes and exceed customer expectations.

This is a leadership role that requires deep expertise in customer experience strategy, a proven ability to drive transformational change, and a passion for building strong customer relationships. You will manage a global team and be instrumental in fostering a culture of excellence, innovation, and continuous improvement.

Key Responsibilities

● Own the Customer Experience Strategy:

• Define and execute a comprehensive, long-term strategy for customer experience across the entire customer journey from initial interactions to ongoing support, engagement, and retention.

● Leadership & Team Development:

• Lead and inspire a global, high-performing customer experience team.
• Provide strategic direction, mentorship, and coaching to ensure team members are equipped to deliver exceptional service.
• Foster a culture of continuous improvement, accountability, and high performance.

● CX Innovation & Transformation:

• Drive the adoption of new technologies, AI, and automation to enhance the customer experience.
• Collaborate with Product and Engineering teams to design and implement customer-focused solutions that scale with the business.

● CX Data & Metrics:

• Establish and monitor key performance indicators (KPIs) to track service quality, customer satisfaction, and overall experience.
• Leverage customer feedback and data analysis to inform strategic decisions and optimize service delivery.

● Cross-Functional Collaboration:

• Work closely with senior leadership and cross-functional teams (Marketing, Product, Operations, Engineering, Commercial) to ensure a cohesive and seamless customer experience across all touch points.
• Align CX initiatives with broader business objectives and company strategy.

● Customer Advocacy & Loyalty:

• Champion the voice of the customer, ensuring that customer needs and insights are central to decision-making and product development.
• Develop programs to drive customer retention, loyalty, and advocacy.

● Process Optimization & Scalability:

• Lead continuous improvement efforts across customer service processes, systems, and workflows.
• Develop scalable solutions to handle growing customer demand while maintaining high levels of service.

● Crisis Management & Escalation:

• Manage the resolution of escalated customer issues, ensuring high-touch support for high-value customers.
• Implement strategies for proactive issue resolution to minimize customer dissatisfaction.

● Industry Leadership & Best Practices:

• Stay ahead of industry trends and customer experience innovations.
• Introduce and implement best practices and emerging technologies to maintain a competitive edge in the collectibles market.

● Budget & Resource Management:

• Oversee the CX budget, optimizing resource allocation to ensure cost-effective delivery of services without compromising on customer satisfaction.
• Align resources with business priorities to meet service level agreements and performance targets.

Key Requirements

● 15+ years of experience in Customer Experience, with a proven track record of success in leading customer service, operations, and support teams at scale.

● 10+ years in senior leadership roles driving customer experience strategy, ideally within e-commerce, marketplaces, or technology-driven environments. Experience in a high-growth or startup environment is a plus.

● Deep expertise in Customer Experience (CX) strategy and proven success in optimizing the customer journey across multiple touchpoints. Experience with both reactive and proactive customer engagement strategies.

● Extensive experience with cross-functional leadership, including working closely with Product, Engineering, Commercial, and Operations teams to design and implement customer-centric solutions.

● Experience in managing global teams and driving performance across multiple regions, ensuring consistency in service quality while respecting regional differences.

● Strong understanding of data and metrics to drive decision-making. Proven ability to leverage analytics and customer insights to continuously improve service delivery and customer satisfaction.

● Expert in scaling customer service operations, including implementing AI, automation, and self-service tools to improve efficiency and satisfaction.

● Experience with customer service technologies and CRM systems. Proficiency in Zendesk or similar platforms is preferred.

● Exceptional leadership and people management skills, with the ability to inspire, mentor, and develop high-performing teams in a fast-paced environment.

● Bachelor's degree in Business, Management, or related field; MBA is a plus.

● Strong knowledge of the collectibles space is preferred, but not required. An understanding of marketplaces, sports memorabilia, and related industries is a plus.

● Excellent communication and interpersonal skills, with the ability to influence stakeholders at all levels of the organization and build relationships with customers, partners, and key business leaders.

● Proven ability to drive results under pressure and adapt to evolving business needs. A strategic thinker with a hands-on approach to execution.

The salary range for this position is $225,000 - $286,000, which represents base pay only and does not include short-term or long-term incentive compensation. When determining base pay, as part of a final compensation package, we consider several factors such as location, experience, qualifications, and training.

Ensure your Fanatics job offer is legitimate and don't fall victim to fraud. Fanatics never seeks payment from job applicants. Feel free to ask your recruiter for a phone call or other type of communication for interview, and ensure your communication is coming from a Fanatics email address.

Fanatics Collectibles is a leading licensor, producer, designer, and seller of physical and digital trading cards, sports memorabilia, and other digital assets for entertainment and sports properties globally, as well as a manufacturer of physical and digital trading cards. It has secured exclusive licensing arrangements with major national professional sports leagues, including the MLB, NFL and the NBA, and related players associations, to produce physical and digital trading cards and other collectibles.

Fanatics Collectibles also has partnerships with a number of individual international sports teams and leagues, as well as owners of other entertainment properties granting similar exclusive rights. Fanatics Collectibles recently announced Fanatics Live, expected to launch later in 2023, which will focus on transforming the digital shopping experience through personality-driven content and entertainment.