Service — Fractional Leadership

    A fractional CX leader for brands ready to scale the function — without scaling the payroll.

    VP-level customer experience leadership, embedded part-time. Built for DTC and ecommerce brands between $5M and $50M in revenue — where the CX function has outgrown the founder but doesn't yet justify a full-time executive hire.

    or take the CX Maturity Assessment
    № 01 — Fit

    Who this is built for.

    Fractional CX leadership is not right for everyone. Here's the profile where it compounds fastest.

    • You have 3–20 support agents, no senior CX leader, and the function is running on tribal knowledge.
    • Your founder or COO is making CX decisions they shouldn’t still be making — AI vendor selection, team structure, outsourcing.
    • You’re between $5M and $50M in revenue and can’t yet justify a $300K full-time VP hire.
    • You know AI and automation are on the roadmap but need executive judgment on what to buy, when, and how to deploy it.
    № 02 — Scope

    What a fractional CX leader actually owns.

    This isn't advisory work. It's executive ownership of the function with the authority to make decisions, run the team, and be accountable for outcomes.

    • 01Strategic ownership of CX KPIs — CSAT, NPS, first response time, cost per contact, deflection rate
    • 02Weekly staff leadership and 1:1s with senior CX team members
    • 03Vendor management: Gorgias, Zendesk, Kustomer, Ada, BPO partners, QA platforms
    • 04AI readiness and implementation oversight
    • 05Team structure, hiring plans, and BPO/outsourcing decisions
    • 06Quarterly business reviews and executive-level reporting to the CEO or COO
    • 07Recruiting pipeline support if you decide to transition to a full-time VP
    № 03 — Investment

    Starting at $8,000/month.

    Most clients invest $8,000–$15,000 per month, scaled to hours and scope. That compares to $250K–$350K fully loaded for a full-time VP of CX — roughly a 60–70% cost savings with no severance risk, no ramp, and no recruiting cycle.

    No long-term contracts. Month-to-month after a 90-day initial commitment.

    № 04 — FAQ

    Frequently asked questions.

    01
    What is a fractional CX leader?
    A fractional CX leader is a senior customer experience executive (VP or Director level) who works with your company on a part-time, embedded basis — typically one to three days per week. You get executive-level strategy, team leadership, and operational oversight at 30–40% of the cost of a full-time VP, without the recruiting timeline or hiring risk.
    02
    How is this different from CX consulting or coaching?
    A traditional consultant produces a deliverable and leaves. A coach advises your existing leader. A fractional CX leader does the work — running staff meetings, making hiring decisions, owning KPIs, managing vendors, and shipping initiatives. You get an operator, not a report.
    03
    Who is the ideal fit for fractional CX leadership?
    DTC and ecommerce brands between roughly $5M and $50M in revenue, where the founder or COO is still making day-to-day CX decisions but the company has outgrown that model. If you have 3–20 support agents, no senior CX leader, and AI or cost-to-serve decisions piling up, this is the right engagement.
    04
    What does a typical week look like?
    A fractional CX leader typically spends 8–20 hours per week with the client: staff standups, 1:1s with senior team members, vendor calls, executive updates, and hands-on work on the highest-leverage initiative of the quarter. The rhythm mirrors a full-time VP — just compressed into the hours the business actually needs.
    05
    How long are engagements?
    Most fractional CX leadership engagements run 6–18 months. Some clients extend indefinitely; others use the engagement to stabilize the function, then hire a full-time VP (often one the fractional leader helps recruit and onboard).
    06
    How much does fractional CX leadership cost?
    Engagements start at $8,000/month. Most clients invest $8,000–$15,000 monthly depending on scope and hours. That compares to $250,000–$350,000 fully loaded for a full-time VP of CX — typically 60–70% cost savings.

    Next step

    Tell me where you are and where you're trying to go. The first call is a conversation, not a pitch.