One of my client, a category-defining SaaS company entering a new phase of scale.With a strong product foundation and international footprint, the business is evolving from rapid expansion to a more mature phase focused ondelivering exceptional customer experiences at scale. As part of this journey, they are looking to appoint aVP of Customer Experienceto redefine and elevate the end-to-end customer journey globally.This is a pivotal leadership role, designed to ensure that customer experience becomes a true competitive advantage and a core driver of long-term growth.The OpportunityYou will own and shape the entire customer experience across the lifecycle—from onboarding to long-term engagement-bringing consistency, quality, and strategic intent to every touchpoint.This role goes beyond traditional Customer Success. It is aboutdesigning a seamless, high-impact experience that drives loyalty, advocacy, and sustainable growth .You will sit at the intersection ofcustomer, product, and operations, ensuring that the voice of the customer is embedded into how the company builds, delivers, and evolves its offering.What You Will Be SolvingHow to deliver a consistent, high-quality customer experience across multiple marketsHow to move from reactive support to proactive, insight-driven engagementHow to scale personalised experiences without losing efficiencyHow to embed customer feedback into product and company decisionsHow to align teams around a shared vision of customer excellenceYour ImpactYou will lead and evolve a general customer organisation,



setting a clear vision for what great customer experience looks like—and ensuring it is delivered consistently.You will bring structure, clarity, and ambition to how customer-facing teams operate, elevating both performance and mindset.You will act as theVoice of the Customer at executive level, influencing strategic decisions across product, go-to-market, and operations.Most importantly, you will help transform customer experience from a function into acore pillar of the company's identity and growth strategy .What Success Looks LikeSuccess in this role is defined by building a customer experience that is:Consistent, scalable, and high-quality across all touchpointsDeeply aligned with customer needs and expectationsA driver of long-term loyalty and advocacyEmbedded into product development and company strategyPowered by high-performing, engaged teamsThe ProfileThis role requires a leader who combinescustomer obsession with operational excellenceYou have built and scaled customer experience or customer success organisations within high-growth SaaS environments, and understand the complexity of delivering quality at scale.You think in systems, not silos - connecting customer journeys, internal processes, and product evolution into one coherent experience.You are both strategic and hands-on, capable of defining a long-term vision while also driving execution on the ground.You bring strong leadership presence, with the ability to influence at executive level and inspire teams across regions.Above all, you believe thatexceptional customer experience is not a support function - it is a growth engine .#J-18808-Ljbffr

📌 Vp Of Customer Experience (Global Saas) (Madrid)
🏢 Ersilia
📍 Madrid