VP, Member Experience - Self Defense Industry

---

Job description

Job Category: Marketing

Requisition Number: VPMEM001700

Job Details Description

Are you ready for a career you can BELIEVE in?

• Do you have a strong belief in the 2nd Amendment?
• Do you support the natural-born right to armed self-defense?
• Do you believe in the mission of the U.S. Concealed Carry Association (USCCA)?

Delta Defense, LLC is the private company that provides Marketing, Operations and Customer Service for the USCCA.

The USCCA helps responsible Americans avoid danger, save lives, and keep their families safe. Learn more about the USCCA at

Position Summary:

We seek a visionary VP of Member Experience to join Delta Defense LLC, reporting directly to the CMO. In this role, you'll oversee the company's member marketing, member experience, member retention, R&D, product development, merchandise, fulfillment, and product teams. You'll be responsible for refining and executing a comprehensive Member/Customer Experience strategy that elevates member satisfaction and focuses on retention.

As the VP of Member Experience, you'll lead from the front, ensuring the success and scalability of our membership function. You'll establish a unifying roadmap that integrates all customer touchpoints across internal stakeholders, including Marketing, Sales, Operations, Technology, Finance, and the Executive Team.

We run a lean, efficient organization that prioritizes exceptional customer service and experience. Therefore, you must have a proven capacity to thrive in an entrepreneurial environment where rolling up your sleeves is the norm. If you're a visionary leader with a passion for enhancing member experiences and driving retention, we'd love to hear from you!

Essential Duties and Responsibilities:

• Act as a thoughtful business partner and strategic advisor to the CMO and Marketing Leadership Team.
• In partnership with stakeholders, utilize best in class membership initiatives for improving the customer experience and associated renewal rates.
• Create effective communications across multiple internal channels to continuously improve the customer experience and drive a customer mindset throughout the organization.
• Incorporate voice of the customer, analytics, and design methodologies in a customer-centric business process redesign, with consideration of other initiatives and group resources, that better engages customers, increases satisfaction, and drives retention and referrals.
• Drive and lead company progress through a focus on innovation; develop new digital capability as it relates to strategy, infrastructure, operations, and customer solutions.
• Recruit, develop/mentor and retain top talent committed to the company's mission and values.
• Maintain knowledge of financial and economic drivers of the business, understanding and translating how customer experience and centricity will affect business development, clients, servicing, revenue, profitability, etc.
• Ensure clear accountability and collaborate with senior leaders on identifying gaps and rectify shortfalls and/or execution issues.

Required Skills/Experience/Education:

• Minimum of 10 years' experience in a dynamic, fast moving, and innovative environment, where creative customer experience strategies drive increased customer engagement and retention.
• Experience with a complex, multi-channel distribution model in consumer services, subscription based, or a related industry sector known for innovative customer service preferred.
• Passionate about customer advocacy and have experience creating an integrated strategic Customer Experience vision based on the current and desired customer journey and current customer needs.
• Must have a minimum of 10 years of proven experience in professional people leadership or people management roles.
• High school diploma or GED.
• Bachelor's degree in business, marketing, or related field - or equivalent experience required.
• Demonstrated track record of managing and influencing cross-functional teams in identifying and implementing innovative solutions.
• Proven ability to assess organization strengths and gaps and motivate individuals and teams to embrace and meet objectives that drive customer engagement and retention.
• Analytical and process-oriented mindset; ability to distill large amounts of data to make recommendations to drive revenue and profitability.
• Demonstrated experience in creating a multi-year product roadmap.
• Demonstrates the Core Values of Delta Defense, LLC.

Why YOU should Work at Delta Defense!

• Nationally recognized in 2023 as a Newsweek Top 100 America's Most Loved Workplace
• Top Workplaces USA award in 2022!
• Named on Inc. 5000 "Fastest Growing Private Companies" list 13 years in a row!
• Milwaukee Journal Sentinel "Top Workplace" award 7 years in a row!
• Milwaukee Business Journal "Best Place to Work" award 6 years in a row!
• We are a fun, fast-paced, and rewarding place to work and grow!

Benefits information can be reviewed at:

PM19

September 18, 2024

PI559de-4606

<!– job description page –>