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