Chief Customer Officer

In this role as the Chief Customer Officer (CCO) at our company, you will be a crucial part of the executive leadership team, responsible for shaping and executing the customer strategy, managing customer experience, and enhancing client relationships. **Key Responsibilities:** - **Customer Strategy & Experience Management** - Develop and implement the customer experience strategy to align with the company's overall objectives. - Establish and oversee the Customer Lifecycle Management System focusing on acquisition, growth, retention, and reactivation. - Utilize data-driven insights to identify customer needs and create initiatives to enhance satisfaction (CSAT) and Net Promoter Score (NPS). - Instill a customer-centric culture throughout all departments and integrate customer experience metrics into organizational KPIs. - **Customer Relationship & Value Growth** - Cultivate lasting partnerships with strategic and high-value clients. - Lead the customer success team to ensure clients achieve measurable business outcomes through our products and services. - Drive cross-selling, renewals, and upselling opportunities to boost Customer Lifetime Value (CLV). - Implement a closed-loop feedback and escalation management system for timely issue resolution. - **Cross-Functional Collaboration & Business Integration** - Collaborate with marketing, sales, product, operations, and technology teams to optimize end-to-end customer journeys. - Spearhead the development of unified customer data platforms for enhanced insights and personalization. - Lead digital transformation initiatives in customer operations, including CRM optimization and AI-powered journey analytics. - **Brand Reputation & Customer Insights** - Conduct continuous customer satisfaction and market research for identifying improvement and innovation opportunities. - Regularly report to the Board and executive leadership on the progress of customer strategy and key experience metrics. - Represent the company at major industry events and strategic client meetings to bolster brand reputation. - **Team Leadership & Development** - Establish and lead a high-performing Customer Experience (CX) and Customer Success (CS) team. - Design training programs to enhance analytical, communication, and service innovation skills. - Implement incentive systems rewarding customer success and service excellence. - Foster a collaborative, innovative, and customer-first culture across all organizational levels. In addition to the challenging responsibilities mentioned above, working with us also offers: - Flexible remote work options - Freedom to choose projects and areas of expertise - Competitive compensation package - Continuous and diverse project opportunities - Career development and growth support - International and multicultural team - Healthy work-life balance - Stock dividends and performance bonuses - Retirement account contributions - Medical and accident insurance **Qualifications:** - Bachelor's degree or higher in Business Administration, Marketing, Customer Relations, or related fields; MBA preferred. - 15+ years of experience in customer management, marketing, or sales, with at least 5 years in executive leadership. - Demonstrated success in customer experience transformation, customer success strategy, or strategic account management. - Strong analytical skills and understanding of CX metrics (NPS, CSAT, CLV, retention, etc.). - Exceptional communication, leadership, and cross-department collaboration abilities. - Fluency in English; experience in managing international clients is a strong advantage.,