Chief Customer Officer (CCO)

Job Description

Leading E-commerce Company seeking a Chief Customer Officer (CCO) for Change Management (Leadership level hiring)

Roles/Responsibilities

• Lead and manage the entire Customer Service Division, developing strategies, setting goals, and optimizing performance.
• Create an efficient and collaborative organizational structure, ensuring excellent service levels and resolving user inquiries promptly.
• Enhance team performance through program development, process improvement, and continuous data-driven insights.
• Collaborate with other divisions and external partners to increase operational efficiency, maintain high-quality service, and implement cost-effective strategies.
• Make a meaningful impact and be part of a team that values customer feedback and continuously seeks to improve the user experience.

Required skills

• Extensive knowledge and practical experience in CS operations; preferably with minimum 5 years of experience managing CS at a mid-sized company.
• Proficient in risk management, handling complaints, and developing Business Continuity Planning.
• Familiarity with labor-related issues and adept in workforce labor management
• Track record of successfully managing significant projects and making executive decisions.

About our client

Leading E-commerce Company in Japan