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?
- 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!
