Job Description

Vice President, Industry Strategy - Retail, Travel & Hospitality

At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.

We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #16 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.

At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.

• Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
• Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
• Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
• Talkdesker: YOU!

We are looking for an experienced go-to-market leader to serve as Vice President and General Manager of our Retail, Travel and Hospitality vertical business.

Job Summary:

• Reporting to the SVP of Product Marketing & Industry Strategy, the Vice President of Industry Strategy is a senior leadership role responsible for developing and executing strategic initiatives to drive growth and innovation within a specific industry or vertical.
• This position involves analyzing market trends, identifying industry challenges and opportunities, and developing strategies to position the organization as a leader in the industry.
• The Vice President of Industry Strategy plays a critical role in driving business expansion, building strategic partnerships, and guiding the organization's long-term industry-focused strategies.
• The right candidate has a record of success in dynamic environments and grace in collaborating with multiple stakeholders to get stuff done. Strong presentation skills, executive presence, and ability to deal with ambiguity are critical. You are comfortable toggling between detailed research & insights and to big picture initiatives to tactical execution in the largest sales opportunities where speed is a factor.

Duties and Responsibilities:

• Develop and execute the strategic business plan for Retail, Travel & Hospitality to drive growth, market share, and profitability.
• Understand the market opportunity for the Retail, Travel & Hospitality industry go-to-markets by conducting comprehensive market research and analysis to identify industry trends, customer needs, competitive landscape, and emerging opportunities.
• Monitor and analyze Retail, Travel & Hospitality trends, competitive dynamics, and regulatory changes to identify opportunities and risks, providing insights and recommendations to senior leadership.
• Work closely with cross-functional teams, including product management, sales, marketing, engineering, value management office & customer success, to define industry-specific use cases, value propositions, solutions, and go-to-market strategies.
• Establish and maintain relationships with key industry stakeholders, including customers, industry associations, analysts, and influencers.
• Drive industry-focused thought leadership initiatives, including research studies, webinars, blogs, podcasts and speaking engagements to showcase the organization's expertise and differentiate from competitors.
• Identify and manage strategic partnerships and alliances that enhance the organization's position in the industry and drive mutually beneficial business opportunities.
• Collaborate with the sales team to support key new logo deals and opportunities for renewal & expansion within existing accounts.
• Serve as a subject matter expert to educate the field on industry opportunity, trends, personas & best practices for opportunity development.
• Maintain customer relationships directly as an executive sponsor and leader of customer advisory boards, and indirectly through partnership with customer success.
• Work closely with senior executives and the executive team to align the industry strategy with the organization's overall strategic goals and objectives.

Qualifications:

• Bachelor's degree in Business Administration, Marketing, or a related field (Master's degree preferred).
• 15+ years of experience in strategy, business development, or industry-focused roles, with a significant portion in a leadership or management capacity.
• Specific experience & connections across Retail, Travel and Hospitality industries.
• Proven track record of developing and executing successful industry strategies, driving growth and profitability within a specific industry or vertical.
• Strong understanding of industry dynamics, trends, and competitive landscape, with the ability to identify strategic opportunities and challenges.
• Excellent strategic thinking and analytical skills, with the ability to translate market insights into actionable strategies and initiatives.
• Strong leadership and communication skills, with the ability to influence and collaborate with stakeholders at all levels of the organization.
• Demonstrated ability to build and maintain relationships with industry stakeholders, including customers, partners, and influencers.
• Experience in strategic planning, market research, and competitive analysis.
• Proactive and results-oriented mindset, with a focus on driving measurable outcomes and delivering business impact.
• Ability to work effectively in a fast-paced, dynamic environment, managing multiple projects and priorities simultaneously.
• Excellent presentation and public speaking skills, with the ability to represent the organization in industry events and conferences.
• Strong business acumen and financial literacy, with the ability to evaluate financial implications of industry strategies.
• Continuous learning mindset and a passion for staying up-to-date with industry trends, technologies, and best practices.

Work Environment and Physical Requirements:

Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.

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