Vice President of Customer Experience

About The Araca Group

The Araca Group is a prominent global entertainment and merchandising company with 28 years of success fueled by its innovative and collaborative team. Our employees serve as brand ambassadors, delivering live event and e-commerce merchandise experiences for renowned entertainment titles such as Wicked, Beetlejuice the Musical, Bluey's Big Play, Back to the Future the Musical, Hadestown, The Book of Mormon, Jeopardy, Wheel of Fortune, Ghostbusters, and more.

Position Overview

We are seeking a Vice President of Customer Experience based in New York City who will supervise a team of live event merchandise managers operating in NYC venues and coordinate customer sales and support activities. Reporting to the EVP of Customer Experience, this individual will collaborate across departments and multiple sales channels to oversee performance, resolve challenges, and enhance customer satisfaction.

Key Responsibilities

• Manage and supervise 12-15 Merchandise Managers in NYC, providing coaching and performance feedback regularly.
• Ensure adherence to Araca’s Sales & Service Standards through training and compliance monitoring.
• Track and report weekly sales performance metrics such as ADT, UPT, and goal achievement.
• Address omnichannel customer service issues including email inquiries and product replacements for event patrons.
• Participate in select Merchandise Manager recruitment alongside CX, HR, and Operations teams.
• Handle onboarding through Workbright and offboarding via NetSuite for direct reports.
• Oversee training and compliance in scheduling, expense reporting, and travel systems.
• Develop and maintain policies, procedures, and digital resources for merchandising managers.
• Lead incentive program management, tracking promotions, budgets, prizes, sales materials, and communications.
• Collaborate on staffing adjustments, sales strategies, promotions, and pricing recommendations to boost profitability.
• Approve payroll timesheets, salary, commissions, expenses, and time-off requests for direct reports weekly.
• Facilitate introductions between direct reports and relevant internal and external colleagues.
• Partner with HR on employee relations including performance management, investigations, health and safety reporting, and disciplinary actions.
• Represent the Customer Experience team at company meetings occurring regularly at various intervals.
• Evaluate customer and employee feedback to drive continuous improvement and uphold high standards.

Daily Activities

• Engage with Merchandise Managers to review sales metrics, staffing, priorities, and coaching needs.
• Manage payroll, time-off, expense, and commission processes to ensure accuracy and timeliness.
• Update operational resources and policies to ensure consistency across all field locations.
• Address employee concerns, conduct investigations, and manage staffing and operational challenges collaboratively.
• Analyze sales data to identify growth opportunities and enhance guest experiences.
• Provide on-site coaching and support in retail and theater locations, particularly during busy periods.

Required Qualifications

• Over 5 years of experience in retail or general personnel management.
• Proven track record in leading and developing high-performing teams.
• Experience managing employee performance, workplace issues, and operational workflows.
• Background in creating, implementing, or maintaining operational policies, procedures, and training content.
• Proficient with technology platforms including NetSuite, Workbright, Microsoft Teams, and workforce management software.

Preferred Skills and Attributes

• Strong leadership and mentoring abilities.
• Excellent organization and project management skills.
• Ability to thrive in dynamic, fast-paced environments.
• Outstanding communication and relationship management capabilities.
• Good judgment and problem-solving aptitude regarding operations and employee matters.
• Solution-oriented mindset with the capacity to manage priorities and adapt to last-minute changes.
• Skill in developing and enforcing consistent policies, methods, and best practices.

Compensation & Benefits

The position offers a salary range of $75,000 to $85,000 annually, complemented by a 401k plan with matching contributions, three weeks of paid time off, and comprehensive medical, dental, and vision insurance coverage.

Work Location & Schedule

The role requires onsite presence approximately 50% of the time at the NYC office and 50% at various NYC field venues associated with live events.

Equal Opportunity Statement

The Araca Group values diversity and is committed to equal employment opportunities for all applicants regardless of race, color, religion, gender identity or expression, sexual orientation, nationality, genetics, disability, age, or veteran status.