Chief Customer Officer

This is a fully remote position, open to applicants in Gibraltar.

📋 Description

• Take ownership of the Customer Profit & Loss for both retail and institutional clients.

• Increase customer-held assets via deposits, savings, lending, credit, trading, and structured products.

• Drive Growth across various audiences, lifecycle stages, and content strategies, including Customer Acquisition Cost (CAC) and approved-to-paid metrics.

• Manage retention strategies, churn rates, Client Coverage, net new assets under management (AUM) flow, covered-book retention, and product offerings per covered member.

• Oversee Product Design, incorporating a cohesive design system and enhanced customer experience.

• Integrate Growth, Client Coverage, Mission Project Managers, and Product Design into a singular operating model.

• Collaborate with Finance, Risk, Treasury, Compliance, Operations, Technology, and Engineering teams.

• Utilize insights from both regulated banking and crypto-native environments to inform customer and product decisions.

• Report directly to the CEO, providing updates on Customer P&L and performance metrics to the CEO and Board.

• Establish a baseline for Customer P&L within the first 30 days.

• Implement a unified Customer operating model within 60 days.

• Achieve at least one quantifiable enhancement in LTV:CAC, approved-to-paid, churn, or net new AUM flow within 90 days.

⛳️ Requirements

• Over 10 years of experience in senior commercial or customer leadership roles (CCO, Chief Growth or Commercial Officer, Managing Director, or Head of Retail or Wealth, or equivalent).

• Background in digital banking, fintech, or payment systems.

• Significant experience working in a regulated environment, such as banking, e-money, or a similar prudential/conduct regime.

• Practical experience in developing and expanding customer offerings related to digital assets, custody, on-chain transactions, Bitcoin-backed lending, or similar areas.

• Proven track record of managing a customer or product P&L evaluated based on contribution, balances, and margin.

• Proficiency in Net Interest Margin (NIM), unit economics, customer contribution, and LTV:CAC metrics.

• History of successfully acquiring, activating, and retaining members in a regulated, KYC-intensive environment.

• Experience driving improvements in approved-to-paid and churn rates while managing CAC to align with LTV expectations.

• Experience leading product management for balance-sheet products such as savings, lending, or structured products.

• Proven ability to set product pricing in collaboration with Finance and manage Product Managers responsible for product economics.

• Commercial and risk management fluency; capable of developing business cases that can withstand scrutiny from Finance, Risk, and Compliance departments.

• Documented success in achieving results related to LTV:CAC, approved-to-paid, churn, AUM, or customer contributions.

• A dedicated workspace is required.

• A reliable internet connection with the highest possible speed available in the candidate's location.

• Alignment with Our Values and Xapo's Values-Driven Leadership principles.

🏝️ Benefits

• Fully remote work options available from anywhere globally.

• Flexible Paid Time Off (PTO) plan.

• Adaptable work schedule.

• Annual budget allocated for personal learning and development objectives.

• Opportunities for learning through various resources, from books to conferences.

• Autonomy in role coupled with collaborative teamwork.

• A high-performance team culture.