Chief Customer Officer

Intelligent People has been retained to search for a Chief Customer Officer for a well-known digital first consumer retail brand, to drive a step change in customer growth and customer experience across all touchpoints.

Our client makes over one million customer deliveries every week with incredible repeat order/loyalty rates. There’s also a strong ESG aspect to their offering.

Leading a team of 15 across marketing and buying/category management, this is broad leadership role with responsibility for brand & creative, customer experience, customer acquisition & retention and buying & merchandising.

The Chief Customer Officer will:

– Develop/enhance the brand tone of voice across all channels and lead analysis of customer profiles to maximise growth across key customer segments.
– Drive brand awareness and enhance social presence, experience in social marketing (TikTok, Insta, Facebook etc.)
– Develop creative, non-conformist ideas to inspire customers, that stand-out against competition.
– Working closely with technology and external partners to deliver a world class CX / UX journey across all customer touchpoints.
– Own onsite experience and drive conversion rate optimisation.
– Drive customer targeted acquisition/growth (by street, neighbourhood, postcodes) across all digital and offline channels (e.g. refer a neighbour schemes, canvassing). Deliver outstanding CAC through relevant insights.
– Instil a data led approach to decision making, testing and optimisation to drive commercial outcomes.
– Continually improve and enhance the digital customer experience (web and mobile App) and product merchandising to delight customers, increase basket size & LTV and further increase loyalty and retention rates.
– Own all loyalty and referral schemes/activities.
– Lead a team of merchandisers & buyers, developing a curated artisan range of goods. Drive buying & category management commercial performance with a focus on margin, stock level optimisation and merchandising.
– Create and successfully execute meaningful commercial opportunities/partnerships
– Lead and develop a team of 15 across marketing and buying, building a high-performance culture that inspires and brings out the best in the team.

Candidates for the Chief Customer Officer role must have:

– Very strong leadership experience in direct-to-consumer, transactional eCommerce environments, with a physical consumer product.
– Broad experience across marketing (brand, communications, acquisition, retention, data), onsite experience, eCommerce trading and buying/category management.
– Ideally experience of a scaling journey or evidence of growth/high commercial performance.
– Be customer obsessive with a passion for understanding customer behaviour and solving customer problems.
– Strong leadership experience, managing teams of at least 10 people. Experience developing team members, upskilling, etc.
– A very strong data focus and comfort using data to make measured commercial decisions.
– Any experience of subscription models is an advantage, but is not essential.
– First class communication, presentation and stakeholder management skills. Ability to develop and articulate business cases and influence with logical reasoning.

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