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
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