Chief Customer Officer

Company Introduction

We are a fintech company specializing in providing open banking and payment solutions.

We are committed to connecting banks and corporate clients through technological innovation, offering features such as Account Information Service (AIS), Payment Initiation Service (PIS), bulk payments, deferred payments, and Know Your Customer (KYC) functionality.

We plan to establish a branch office in Los Angeles in March 2026. Currently in the pre-construction phase, we are actively recruiting top talent to join us and prepare for the company's official launch in the US market.

Our work model is highly flexible, supporting remote work, and we provide an international and multicultural work environment.

We are focused on driving the development of the cryptocurrency options trading market through innovation and leadership, adhering to honest and prudent investment principles, and providing clients with reliable investment solutions and risk management strategies.

Position Summary:

The Chief Customer Officer (CCO) is a key member of the executive leadership team, responsible for defining and driving the company's customer strategy, customer experience management, and client relationship programs.

The core mission of this role is to place customers at the heart of the organization — enhancing satisfaction, loyalty, and long-term value — while ensuring that the customer experience directly supports the company's growth and profitability goals.

This position reports directly to the Chief Executive Officer (CEO) and oversees customer strategy, customer success, market insights, after-sales service, and experience optimization.

Key Responsibilities:

1. Customer Strategy & Experience Management

Develop and execute the company's customer experience strategy aligned with overall corporate goals.

Build and manage the Customer Lifecycle Management System (acquisition → growth → retention → reactivation).

Use data-driven insights to identify customer needs and design initiatives to enhance satisfaction (CSAT) and Net Promoter Score (NPS).

Promote a customer-centric culture across all departments and embed customer experience metrics into organizational KPIs.

1. Customer Relationship & Value Growth

Foster long-term partnerships with strategic and high-value clients.

Lead the customer success organization to ensure clients achieve measurable business outcomes through company products and services.

Drive cross-selling, renewals, and upselling opportunities to increase Customer Lifetime Value (CLV).

Establish a closed-loop feedback and escalation management system to ensure timely issue resolution.

1. Cross-Functional Collaboration & Business Integration

Collaborate with marketing, sales, product, operations, and technology teams to optimize end-to-end customer journeys.

Lead the development of unified customer data platforms (Single Customer View) for better insights and personalization.

Drive digital transformation initiatives in customer operations, including CRM optimization and AI-powered journey analytics.

1. Brand Reputation & Customer Insights

Conduct ongoing customer satisfaction and market research to identify improvement and innovation opportunities.

Report regularly to the Board and executive leadership on customer strategy progress and key experience metrics.

Represent the company at major industry events and strategic client meetings to enhance brand reputation.

1. Team Leadership & Development

Build and lead a high-performing Customer Experience (CX) and Customer Success (CS) team.

Design training programs to enhance analytical, communication, and service innovation capabilities.

Implement incentive systems that reward customer success and service excellence.

Foster a collaborative, innovative, and customer-first culture across all levels.

Join us and you will receive:

Flexible remote work options

Freedom to choose your projects and areas of expertise

Competitive compensation package

Continuous and diverse project opportunities

Career development and growth support

International and multicultural team

Healthy work-life balance

Stock dividends and performance bonuses

Retirement account contributions

Medical and accident insurance

Qualifications:

Bachelor's degree or above in Business Administration, Marketing, Customer Relations, or related fields; MBA preferred.

15+ years of experience in customer management, marketing, or sales, including 5+ years in executive leadership.

Proven success in customer experience transformation, customer success strategy, or strategic account management.

Strong analytical mindset and understanding of CX metrics (NPS, CSAT, CLV, retention, etc.).

Exceptional communication, leadership, and cross-department collaboration skills.

Fluent in English; experience managing international clients is a strong advantage.