Chief Client Experience Officer

This is a fully remote position, open to applicants anywhere in the world.

📋 Description

• Take charge of defining and spearheading the Customer Experience strategy for both customers and partners.

• Enhance Retention, LTV, customer engagement, and trust by leading key strategic initiatives in customer experience.

• Establish the desired target-state customer experience, pinpoint friction points throughout the customer journey, and implement cross-functional enhancements.

• Develop a comprehensive Customer Experience operating model across the company, including clear ownership, metrics, governance, and decision-making frameworks.

• Set and track customer and business KPIs, ensuring that customer experience initiatives support retention, LTV, profitability, operational efficiency, and sustainable business growth.

• Oversee Customer Success, Product Design, Partner Experience, Service Quality Operations, and AI-driven partner solutions.

• Facilitate organizational transformation by aligning Product, Marketing, CRM, Operations, and Customer Success under a cohesive customer experience strategy.

⛳️ Requirements

• A minimum of 10 years in Customer Experience, Product Strategy, Product Management, Customer Success, or equivalent executive leadership positions within large-scale consumer digital organizations.

• Demonstrated success in enhancing Retention, LTV, customer engagement, profitability, and other essential business metrics via customer experience transformation.

• Strong grasp of customer lifecycle management, business and unit economics, and the impact of customer experience initiatives on P&L outcomes.

• Proven track record in building and scaling customer-centric organizations while successfully leading significant transformation initiatives.

• Experience in influencing executive stakeholders and achieving results through cross-functional collaboration rather than through direct authority.

• Familiarity with international markets, with fluency in both Russian and English.

🏝️ Benefits

• REMOTE OPPORTUNITY for full-time work

• 28 calendar days of vacation per year

• 7 wellness days per year (time off) that can be utilized for personal matters, allowing for rest without the need for sick leave

• Up to $5000 bonuses for referring successful candidates for positions within the company

• 50% coverage for professional training, international conferences, and meetings

• Corporate discounts for English language lessons

• Health benefits: If you are not eligible for corporate medical insurance, the company will reimburse you up to $1,000 gross per year per employee. These funds can be used for personal health insurance or medical expenses for yourself and immediate family members (spouse, children).

• Workplace organization: The company provides all employees with a fully equipped workspace and necessary tools (desk, chair, wifi, etc.) in our offices or co-working spaces. For remote locations, the company offers reimbursement of workplace expenses up to $1,000 gross once every 3 years, based on paychecks. This amount can be allocated for co-working space rental or home office setup (desk, chair, internet, etc.) over those 3 years.

• An internal gamified gratitude system: earn bonuses from colleagues and exchange them for merchandise, team-building activities, massage vouchers, etc.