Chief Customer Officer

2 weeks ago

London, United Kingdom UCEA - Family Office Group Full time

Company Description

UCEA - Family Office Group is a single-family office with headquarters in Mayfair, London. The group has diversified interests in trading, natural resources, energy, and sustainability, and invests in real estate, early-stage direct investments, venture capital, and private equity funds globally. Along with its self-funded division, the group owns and operates various companies in sectors like energy, healthcare, sports, and tech.


Role Description

The role of a Chief Customer Officer (CCO) has emerged as a pivotal strategic position. As UCEA Family Office rapidly grows and strives to establish itself as an industry leader, the CCO will serve as the primary advocate for customers, ensuring their needs are met, their experiences are exceptional, and their loyalty is unwavering. This executive leader combines the art of cultivating meaningful relationships with customers, the science of data-driven insights, and the acumen to navigate the fast-paced and ever-evolving world of financial services.


The Chief Customer Officer in the venture capital/private equity market is a catalyst for growth, elevating customer satisfaction and engagement to new heights while aligning the organisation’s strategies to maximise customer success, retention, and ultimately, sustainable business expansion.


Chief Customer Officer responsibilities

The main responsibilities of a Chief Customer Officer (CCO) revolve around championing customer-centricity, driving customer success, and ensuring long-term customer loyalty. The following are the key requirements to be successful in applying for the role of a CCO at UCEA Family Office:


Customer strategy and vision - The CCO will take a lead role in defining and implementing the customer strategy. This involves setting a clear vision for customer experience and engagement, throughout the co-investment program, both due diligence process and fundraising activities, including the organisation of family office events across the multiple markets. Always aligning it with the company’s overall mission, values, and business objectives.



Customer advocacy - As the primary advocate for customers, the CCO will represent their interests at the executive level and throughout the business. He will act as a liaison between customers and internal teams, ensuring that customer feedback, insights, and pain points are addressed effectively.


Customer experience and engagement - The CCO will focus on creating exceptional customer experiences across all touchpoints – deal sourcing and business development, onboarding and payment, event logistics and lunch day experience, expert report, dataroom analysis, cross selling, investment memorandum, term sheet, deployment, portfolio management. This involves understanding customer journeys, identifying areas for improvement, and implementing strategies to enhance customer satisfaction and loyalty. He will work closely with cross-functional teams to align processes, products, and services with customer expectations.


Customer success and retention - The CCO will drive customer success by developing and implementing programs that help customers achieve amount expected for fundraising. This includes onboarding initiatives, ongoing support, proactive communication, and monitoring customer satisfaction and return metrics. The CCO will also play a key role in customer retention efforts, reducing complain and legal claim rates, and maximising customer lifetime value.


Data analysis and insights - Leveraging data analytics, the CCO will use customer feedback and market trends to gain valuable insights. These insights inform strategic decision-making, service development, and marketing strategies, helping to optimise customer acquisition and retention efforts.


Organisational alignment - The CCO will collaborate with cross-functional teams, including business development, marketing, legal and compliance, consultancy, and investments, to ensure alignment towards customer-centric goals. He will foster a culture of customer-centricity, promoting empathy, accountability, and a shared commitment to delivering exceptional customer experiences.


Innovation and growth - This role identifies opportunities for innovation and growth by staying abreast of industry trends, emerging technologies, and competitive landscape. He will work closely with the executive team to develop strategies that leverage customer insights to drive service innovation and expand market reach.


Requirements

Willing extensive traveling throughout the year

Adaptive/Flexible and ever-changing scenarios

Highly organisational and strong leadership skills

Positive and Affirmative Attitude

Procedures & Rules Implementation

Solid Relationship Building Skills

Able to design and implement the customer experience journey

Experience in Event Planning

Financial Services Expertise and Extensive Knowledge

Master’s in business administration or equivalent

Experience leading a complex and extensive team under pressure to deliver results

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