Chief Client Experience Officer
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Social Discovery GroupSocial Discovery
Our teams of digital nomads work remotely from Cyprus, Malta, the USA, Armenia, Georgia, Kazakhstan, Montenegro, Poland, Latvia, Serbia, Spain, Portugal, UAE, Israel, Turkey, Thailand, Indonesia, Japan, Hong Kong, Australia and many other locations.Full-TimeExecutive
Salary not disclosed
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Job Details
- Languages
- Fluent Russian and English
- Experience
- 10+ years
- Required Skills
- Product designCustomer Success
Requirements
- 10+ years in Customer Experience, Product Strategy, Product Management, Customer Success, or related executive leadership roles within large-scale consumer digital businesses.
- Proven success improving Retention, LTV, customer engagement, profitability, and other core business metrics through customer experience transformation.
- Strong understanding of customer lifecycle management, business economics, unit economics, and the relationship between customer experience initiatives and P&L outcomes.
- Demonstrated success building and scaling customer-centric organizations while leading large transformation programs.
- Experience influencing executive stakeholders and delivering results through cross-functional collaboration rather than direct authority.
- Fluent in Russian and English.
Responsibilities
- Define and lead the Customer Experience strategy across customers and partners.
- Drive Retention, LTV, customer engagement, and customer trust by leading strategic customer experience initiatives.
- Define the target-state customer experience, identify friction points across the customer journey, and drive cross-functional improvements.
- Build a company-wide Customer Experience operating model with clear ownership, metrics, governance, and decision-making processes.
- Establish and monitor customer and business KPIs to ensure contributions to retention, LTV, profitability, and operational efficiency.
- Lead Customer Success, Product Design, Partner Experience, Service Quality Operations, and AI-powered partner solutions.
- Drive organizational transformation by aligning Product, Marketing, CRM, Operations, and Customer Success around a unified customer experience strategy.
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