VP of Customer Experience - Renewable Energy

Department: Marketing

Reports To: Chief Experience Officer

Employment Type: Full Time

Location: Hybrid – Rocklin, CA

About MARS Energy Group:

MARS Energy Group and its family of companies are committed to delivering cost-effective clean energy solutions to homes and businesses through innovation, operational excellence, and exceptional customer experiences. Our mission is to provide safe, reliable, and renewable energy solutions to 100,000 American homes and businesses.

We are guided by six core values:

• Integrity: We do as we say.
• Conscientious: We work for all stakeholders.
• Industrious: We tackle complex challenges with determination.
• Fearless: We aren't afraid to think big.
• Curious: We are committed to learning and continuous improvement.
• Resourceful: We find solutions and deliver results.

About the Role:

The Vice President of Customer Experience is responsible for designing and improving the end-to-end customer journey across multiple business units serving both B2B and B2C customers.

As a member of the Shared Services Leadership Team, this role partners with Marketing, Sales, Operations, Service, Finance, and Technology leaders to create seamless, data-driven customer experience. The VP of Customer Experience will identify opportunities to improve processes, communication, systems, and technology while driving customer satisfaction, retention, and long-term business growth.

This role sits at the intersection of customer experience, operations, process improvement, data, and technology and is ideal for a leader who excels at building alignment across teams and turning customer insights into measurable results.

Key Responsibilities:

Customer Experience Strategy & Journey Management

• Own and improve the end-to-end customer journey across all customer touchpoints.
• Identify friction points, communication gaps, and service inconsistencies.
• Establish customer experience standards, processes, and communication frameworks.
• Ensure customers receive clear, timely, and consistent communications throughout their lifecycle.

Cross-Functional Leadership & Process Improvement

• Partner with Marketing, Sales, Operations, Finance, Service, and Technology teams to create a seamless customer experience.
• Improve departmental handoffs, accountability, and collaboration.
• Lead process improvement initiatives that increase efficiency, transparency, and customer satisfaction.
• Standardize customer-facing processes while maintaining operational flexibility.

Customer Experience Technology & Innovation

• Develop strategy for CRM, customer portals, automation, workflow systems, and customer-facing technologies.
• Partner with technology teams to improve data visibility, automation, and customer engagement.
• Evaluate and implement technology solutions that enhance the customer experience.

Analytics, Insights & Performance

• Establish customer experience KPIs, dashboards, and executive reporting.
• Develop customer feedback and Voice of Customer programs.
• Use customer and operational data to identify trends, prioritize initiatives, and measure success.

Strategic Partnerships & Leadership

• Serve as a strategic advisor to business leaders on customer experience initiatives.
• Manage agencies, consultants, and technology partners.
• Coordinate cross-functional resources to ensure successful execution of customer experience priorities.

Required Qualifications:

• 10+ years of experience in customer experience, marketing, operations, digital transformation, technology, or related disciplines.
• 5+ years of leadership experience managing teams, programs, or cross-functional initiatives.
• Demonstrated success improving customer journeys within complex organizations.
• Experience working across marketing, sales, operations, service, and technology functions.
• Strong understanding of B2B and B2C customer experiences.
• Experience with CRM platforms, workflow automation, customer data, and customer-facing technologies.
• Strong analytical, project management, communication, and stakeholder management skills.
• Experience managing external vendors, consultants, agencies, and technology partners.

Preferred Qualifications:

• Experience within energy, solar, construction, infrastructure, home services, or other project-based industries.
• Experience leading enterprise-wide customer experience transformation initiatives.
• Background in process optimization and technology-enabled business transformation.

Skills/Knowledge/Abilities:

• Expertise in customer journey design, customer experience strategy, and process improvement.
• Strong knowledge of CRM systems, automation platforms, customer analytics, and digital technologies.
• Ability to lead cross-functional initiatives and influence stakeholders at all levels.
• Ability to translate customer and business needs into scalable operational and technology solutions.
• Strong analytical, communication, relationship-building, and change management capabilities.
• Ability to drive improvements in customer satisfaction, retention, and long-term customer value.

Physical Requirements:

• Prolonged periods of sitting and working at a computer.
• Ability to communicate effectively in person, by phone, and virtually.
• Occasional travel to company, customer, and industry locations.
• Ability to move throughout office and field environments as needed.

Compensation & Benefits:

•  Medical, Dental, and Vision plan options
•  401(k) with company match
•  Company-paid life insurance
•  Cell phone reimbursement
•  PTO and sick time
•  Paid holidays