SVP, Go-To-Market Services

1 week ago

London, UK, United Kingdom Visa Full time

The Client Services team provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to sales, product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services, and enabling our client facing teams to deliver and scale new products, services and initiatives into the market.

The SVP, Go-To-Market (GTM) Services is responsible for leading and developing the GTM strategy focused on enhancing the customer experience, driving customer loyalty, and supporting revenue growth. This leader will collaborate closely with sales, marketing, product and customer success teams to ensure that customer service is fully aligned with the company’s GTM strategy. The role involves building scalable support processes, utilizing data-driven insights, and developing innovative service solutions that enable exceptional customer experiences across all touchpoints of the client lifecycle.

Roles & Responsibilities

This SVP will be an executive member of the Client Services, Visa Commercial and Money Movement Solutions (CMS) and Value-Added Services (VAS) Leadership Teams. Specific responsibilities include:

Strategic Leadership and Planning:

  • Develop and implement a customer service strategy that aligns with the company’s GTM objectives and overall business goals.
  • Define customer service metrics and key performance indicators (KPIs) to measure success and drive continuous improvement.
  • Partner with cross-functional teams (sales, marketing, product, and customer success) to create a seamless customer journey and ensure alignment with GTM initiatives.

Customer Experience Optimization:

  • Drive initiatives to improve customer satisfaction and loyalty through streamlined processes and proactive customer engagement.
  • Leverage customer feedback, analytics and service data to identify opportunities to enhance the customer experience.
  • Implement and oversee customer escalation processes to ensure timely resolution of issues and maintain high standards for customer satisfaction.

Collaboration and Stakeholder Engagement:

  • Serve as the primary liaison between customer service and GTM/Product/Sales teams, ensuring service strategies support new product launches, marketing campaigns and sales efforts.
  • Collaborate with product management and development teams to relay customer feedback and influence product enhancements.
  • Communicate regularly with executive leadership on customer service performance, highlighting wins, challenges and areas for improvement.

Operational Efficiency and Process Improvement:

  • Design and implement scalable customer service processes, including automation and self-service solutions, to improve efficiency and reduce response times.
  • Oversee the development of knowledge bases, FAQs and other resources to empower customers and enable efficient problem-solving.
  • Monitor key performance indicators and utilize data to drive decisions, continuously optimize service delivery, and eventually maximize customer value.

Technology and Innovation:

  • Identify and implement customer service technologies and tools to enhance the service experience and streamline support operations.
  • Stay informed of industry trends, emerging technologies, and competitive benchmarks to ensure the company remains a leader in customer service excellence.
  • Drive innovation in customer support practices by piloting new approaches and scaling successful initiatives.

Team Leadership and Development:

  • Build, lead, and mentor a high-performing customer service team that is passionate about delivering exceptional customer experiences.
  • Develop talent from within as well as recruit talent that can inject new perspectives, skill sets and experience.
  • Establish training programs and resources to ensure team members are knowledgeable and equipped to handle customer interactions effectively.
  • Foster a customer-centric culture across the organization by promoting best practices and creating a positive, supportive team environment.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications

This role is ideal for a dynamic, customer-focused leader who excels at building relationships, innovating solutions, and driving impactful results in a customer-centric, GTM environment.

Basic Qualifications:

• 15 years of work experience with a Bachelor’s Degree, 12 years of work experience with an Advanced degree (e.g. Masters/MBA/JD/MD) or a minimum of 10 years of work experience with a PhD. Degree in Business, Marketing or a related field, with MBA preferred.

Preferred Qualifications:

• 10+ years of experience in customer service, customer success or related leadership roles.
• Strong understanding of GTM strategies and customer service best practices to support a customer-first mindset.
• Proven track record of strategic planning and execution in a senior leadership role, to include effective problem solving among cross-functional teams.
• Ability to leverage data for insights in decision-making.
• Proven track record of improving customer satisfaction, loyalty and operational efficiency.
• Experience leading major transformation / change programs within an organization or has been involved in an acquisition / integration.
• Experience with customer relationship management software, customer service software and data analytics tools.
• Ability to multi-task in a fast-paced, deadline-driven, globally matrixed environment with the skill to navigate complex organizational and decision-making structures.
• Experience successfully fostering an inclusive and diverse work environment that encourages full engagement, respect and collaboration in support of business objectives.
• Experience leading organizations through stressed and/or crisis situations with successful results.
• Excellent communication and interpersonal skills, with the ability to influence and collaborate with stakeholders at all levels.

Additional Information

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

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