Intelligent People

Chief Customer Officer

Chief Customer Officer jobs are becoming more commonplace within business structures – customers are of course the company’s biggest asset. If you are looking for a CCO job role or would like to find out how to become a CCO, what skills you need, and what salaries are on offer, you will find a complete guide below.

If you’re an employer looking to recruit a Chief Customer Officer, please see our Executive Search recruitment page, and the full overview of our services to employers. If you need to hire and would like our services, contact us today.

Whilst the majority of the CCO jobs that we have on our books are within London based companies, the rise of flexible working means we can work with candidates across the UK, Europe and North America. 

Salary

 

In today’s market, a salary of £100,000 to £150,000 would be expected at CCO level. Traditionally, those CCO’s working within London could expect a salary at the higher end of this scale, but with the rise in demand from candidates for flexible working, employers are tending to level out this playing field.
Employers will also be willing to pay a higher salary for a CCO who can evidence both business growth and improvements in brand awareness metrics, directly attributable from their marketing strategy. Also essential to this role is the ability to lead and inspire team members to success.  

Other factors that could affect the salary of a Chief Customer Officer role are:

– The size of the employer
– The growth objectives of the employer
– The overall benefits package. Employers can enhance the salary through equity, pensions, and other benefits.hief

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Example Job Description

 

A typical Chief Customer Officer job description will read something like the below:

We are searching for an experienced Chief Customer Office to join our leadership team to lead and manage the sales and marketing teams to success.

Key Roles for CCO:

  • To definite and roll out the businesses approach to customer centricity
  • To effectively lead the sales team to acquire, convert and retain bookings and customer repeat purchases
  • To effectively lead the marketing team to acquire new customers within budget, utilising customer feedback and analysis within the outreach and retention plan
  • To meet agreed company and department budgeted KPI’s including Gross Margin, Retention %, Winback %, Passenger carryings and satisfaction scores
    Undertake a customer satisfaction programme, analysing results and implementing improvements.
  • To work as part of the Senior Leadership Team driving the business strategy through a joined up annual business plan
  • To utilise and manage the booking platform, CRM system, phone system, other customer communication channels and systems to ensure the highest possible enquiry, booking and subsequent customer support setup for the customers is in place
  • To work with the Commercial, Marketing and Product teams to optimise the leads process to improve sales metrics
  • To agree and manage against key Sales and Customer Service budgets and metrics for the annual budget

Requirements

  • Track record in a sales management / leadership environment or equivalent role
    An outstanding leader of people with a high level of commercial acumen
  • Incredible communication and presentation skills
  • Desire to understand customer behaviour, always making customer centric decisions
  • Ability to lead people towards customer centric behaviour using data and analysis as tools to do this

Chief Customer Officer Responsibilities

Creating a job description is a difficult task for a Chief Marketing Officer role – each business will have different requirements depending on its size, how established the business is, the budget, and what product the business sells, from software, a service to a tangible product.

Roles and responsibilities will include:

  • Cross functional team management, ensuring all marketing, sales and customer teams are focused wholly on the customer and aligned in their approach
  • Being the Customer Ambassador for the business and educating the rest of the business through workshops and training sessions on how to make customer centric decisions
  • Facilitating research programmes and analysing the findings to form a 360 view of the customer that the business understands
  • Using knowledge of the customer to create strategies on how to build and maintain customer engagement and loyalty

FAQs

What is a Chief Customer officer responsible for?
Ultimately a Chief Customer Officer is responsible for driving customer loyalty, customer acquisition and customer retention. A CCO is responsible for being the company’s brand ambassador, educating and ensuring the employees of the business act and make decisions in a customer centric way.
Who does a CCO report in to?
A CCO often reports into the CEO or Managing Director, although there is not set hierarchy, and this is dependent on the organisational structure of the business.
How can I be a good CCO?
To be a good CCO, you will need to be: - Obsessed about the customer experience and customer perception of the brand - A brand ambassador, educating the rest about how to be customer-centric - Collaborative between sales, marketing and customer teams - Open minded and receptive to customer feedback
What does a Chief Customer Officer do?
A Chief Customer officer will look after: - Cross functional team management, ensuring all marketing, sales and customer teams are focused wholly on the customer and aligned in their approach. - Customer research programmes and analysing the findings to form a 360 view of the customer that the business understands. - Customer data analytics to use knowledge of the customer to create strategies on how to build and maintain customer engagement and loyalty.