Chief Customer Officer (CCO)

About the Role:

We are actively seeking a highly experienced and passionate Chief Customer Officer (CCO) to lead our customer service and experience initiatives. This is a critical leadership role responsible for ensuring exceptional customer satisfaction and fostering strong, lasting relationships with our user base. We are a dynamic company, and experience within the gaming industry will be highly preferred.

Location: Nagpur (Strictly Work From Office)

Work Experience: Minimum 8-10 years of relevant experience

Education: Master's Degree (preferred)

Employment Type: Full-time, Immediate Joiner preferred

Salary: Negotiable based on current package

Key Responsibilities:

Strategic Leadership & Team Management:

- Lead, mentor, and inspire the customer service team to consistently meet and exceed client expectations regarding service quality and responsiveness.

- Provide essential backup support and guidance to the team, ensuring all department goals and KPIs are met efficiently.

- Strategically monitor call, email, and web-based submission volumes; effectively prioritize and distribute workloads to optimize team efficiency and customer response times.

- Implement robust tracking and measurement systems for individual and team performance against short-term daily targets and long-term strategic objectives.

- Cultivate a positive and high-morale environment, providing motivational support to team members to drive productivity and engagement.

- Conduct regular performance reviews, offering constructive coaching and development opportunities to ensure the team operates at the highest levels of performance.

- Engage daily with team leaders to gather updates on call quantity, quality, and overall team performance.

Customer Engagement & Problem Resolution:

- Oversee and, when necessary, directly assist with incoming customer calls, emails, and web-based submissions, providing expert guidance and resolution.

- Proactively identify and implement solutions to technical issues related to communication platforms, feedback mechanisms, and customer query management.

Executive Reporting & Collaboration:

- Report directly to the CEO, providing regular updates, strategic insights, and suggestions for continuous improvement in customer experience.

- Collaborate cross-functionally with other departments to ensure a cohesive and customer-centric approach across the organization.

Qualifications & Requirements:

Educational Background: Master's Degree in Business Administration, Marketing, Communications, or a related field.

Experience:

- Minimum of 8-10 years of progressive experience in customer service, customer success, or customer experience leadership roles.

- Prior experience within the gaming industry is highly preferred.

- Demonstrated success in managing and scaling customer-facing teams.

Skills:

- Exceptional leadership, coaching, and team development abilities.

- Strong analytical skills with the ability to track metrics, identify trends, and make data-driven decisions.

- Excellent verbal and written communication skills, with the ability to articulate complex issues clearly and concisely.

- Proven problem-solving skills, especially in resolving technical and complex customer issues.

- Proficiency with CRM software and customer service platforms.

- A strong understanding of customer journey mapping and customer experience best practices.

Personal Attributes:

- Highly customer-centric with a passion for delivering outstanding service.

- Proactive, adaptable, and able to thrive in a fast-paced environment.

- Strong interpersonal skills and a collaborative mindset.