Chief Customer Officer

4 weeks ago

United Kingdom Eco Careers LTD. Full time

Our client, an Oxfordshire based global SaaS business are looking for a Chief Customer Officer to join the Senior Leadership Team. As the CCO, you will spearhead the delivery of exceptional customer experiences by leading various customer-facing functions, including implementation/onboarding, support, training, and account management teams. You will play a crucial role within the SLT by advocating for customer-centric approaches across the organisation. Key Responsibilities:

  • Drive excellence across all customer-facing functions, aligning with strategic goals.
  • Develop and refine internal customer-related processes, fostering cross-functional collaboration.
  • Act as the escalation point for significant customer-related issues, owning problem-solving and solutions development.
  • Cultivate and maintain relationships with strategically important customers, empowering account managers to excel.
  • Establish and optimize innovative customer onboarding processes, setting standards for global implementation.
  • Set operational targets, ensuring sustainable growth and responsible management.
  • Establish and monitor team KPIs and SLAs, driving continuous improvement in CSAT, NPS scores, and churn reduction.
  • Lead, coach, and develop the team, fostering a culture of success and skill enhancement.
  • Manage budgets and resources, leveraging data for informed decision-making.
  • Cultivate relationships with internal stakeholders and external contacts, contributing to overall business growth as an SLT member.
  • Ensure compliance with Information Security and privacy policies and procedures. .Skills & Knowledge:
  • Strategic thinker with strong decision-making abilities.
  • Deeply customer-centric mindset.
  • Strong organizational and time management skills.
  • Effective communication skills, both written and verbal.
  • Data-driven decision-making ability.
  • Proficient in negotiation and conflict resolution.
  • Agility and adaptability in approach. Experience:
  • Proven track record in customer-facing roles, essential.
  • Prior experience in SaaS business preferred.
  • Leadership experience required.
  • Familiarity with project management methodologies (e.g., PRINCE, Agile, waterfall).
  • Ability to innovate and problem-solve under pressure.
  • Experience in target-driven environments.
  • Proficiency in Google Workspace, MS Office, particularly Word and Excel
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