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Chief Customer Experience Officer
3 weeks ago
This role drives the strategic direction and day-to-day performance of the customer success centre, ensuring every interaction adds value, builds loyalty, and strengthens commercial outcomes.
Key Responsibilities:- Lead a high-performing team to achieve customer satisfaction, retention, and revenue growth objectives.
- Develop and implement customer success strategies, processes, and tools to enhance customer experience and drive business results.
- Oversee delivery of 600,000+ customer interactions per year, including inbound calls, live chats, and email support.
- Collaborate with cross-functional teams to align customer success initiatives with broader commercial objectives.
- Lead an inside sales team to drive customer retention, incremental sales, and order accuracy through phone and digital channels.
- Proven experience in customer service, sales operations, or contact centre leadership, ideally in retail & consumer or B2B/B2C environments.
- Strong understanding of CRM systems, digital customer tools, and commerce platforms.
- Commercial acumen and experience driving revenue through customer channels and sales enablement.
- Exceptional communication, interpersonal, and negotiation skills.
- Strategic thinking, with the ability to set a vision and lead a team towards its achievement.
This is a senior-level executive position that requires exceptional leadership, strategic thinking, and technical expertise.
What We Offer:A dynamic work environment that fosters innovation, collaboration, and professional growth. The opportunity to make a meaningful impact on our customers' success and drive business results.
