Chief Customer Officer

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.