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.
- Company
- Search Allies ltd
- Location
- OX29, Curbridge, Oxfordshire, United Kingdom
- Employment Type
- Permanent
- Salary
- £75000 - £95000/annum + 25% Bonus & Equity Package
- Posted
- Company
- Search Allies ltd
- Location
- OX29, Curbridge, Oxfordshire, United Kingdom
- Employment Type
- Permanent
- Salary
- £75000 - £95000/annum + 25% Bonus & Equity Package
- Posted