Shoptet, the largest e-commerce platform in the CEE region, empowers thousands of entrepreneurs to start and scale their businesses. With a meaningful product and superior customer care, we support small merchants and well-known brands alike in their e-commerce journey.
Our mission is to help people achieve their dream of starting a business and help them be successful.
We are currently seeking a Chief Customer Officer (CCO) to join our team and drive customer care and customer success across all our products and international markets. If you have the drive to make a mark in the e-commerce industry and share our values for delivering exceptional customer experience, we’d love to hear from you!
Key Responsibilities:
- Oversee all aspects of customer experience, from adoption to long-term Care and Success.
- Managing the customer care organization of 65+ people across 3 countries and 3 products.
- Manage customer support and service teams, ensuring prompt, effective, and empathetic assistance having in mind that customer care is a key pillar of our strategy.
- Oversee customer adoption process and provide necessary training, resources, and support to our merchants to fully adopt our product helping them succeed and prevent churn.
- Manage customer success journeys and identify upselling or cross-selling opportunities.
- Manage customer accounts and provide appropriate levels of support and attention.
- Develop and implement strategies for customer success in both a high and low-touch approach.
- Develop and manage customer education programs, resources, and communities.
- Collect, analyze, and act on customer feedback and insights.
- Develop and implement customer care and success strategies aligned with company goals.
- Act as the primary advocate for customers within the organization.
- Establish policies in Care and Success departments that promote the company vision.
- Oversee the overall customer experience strategy and ensure consistency across touchpoints.
- Gather data, conduct research, and map the customer journey to maximize and improve the customer experience.
- Represent the company at industry events, trade shows, conferences, and on social media.
Qualifications:
- Prior experience in senior management and decision-making roles within fast-growing organizations.
- Familiarity with and proven success implementing modern playbook for Customer Success and Customer Care.
- Demonstrated leadership across various post-sales functions, including Customer Success Management and Customer Support.
- A history of building strong relationships across different functional areas.
- Displays empathy with customer needs and prioritizes their overall well-being and satisfaction.
- Track record of initiating programs that enhance customer outcomes and experiences.
- Consistent achievement of performance goals and a results-driven mindset.
- Leadership experience at a scale beyond current company needs
- Alignment with our organization's vision and culture.
What can we offer?
We create an inspiring and challenging environment and support people to be successful. Our focus is to provide the organization with a sustained competitive advantage to fulfill our great mission and vision.
- An inspiring, challenging, and supportive work environment.
- Experienced colleagues from industry-leading companies.
- A fast-paced, friendly, and team-oriented atmosphere.
- Opportunities for growth and development.
- Strong sense of purpose based on our mission and vision.
- Fair, transparent, and inclusive company culture.
- Regular community events, including team dinners, birthday celebrations, movie nights, and team-building activities.
- Modern offices in Karlín.
- Summer terrace with fast wifi.
- Comprehensive back-office support.
- Meal plan, 5 weeks of vacation, and a free enterprise tariff for your own e-shop.
Sounds exciting? Here are some tips on where to find additional information.
We look forward to welcome you on board!
