ജോലി വിവരണം

Role overview

This is a senior executive position based in Portugal, offered on behalf of a partner organization that handles the hiring process from application through final steps. The role reports directly to the CEO and is responsible for shaping a large-scale, end-to-end customer experience across a global digital platform.

The selected leader will create and launch a customer experience function from the ground up, bringing together strategy, operations, product, and customer success. The focus is on building a more customer-centric organization in a fast-growing, data-led environment by removing friction, redesigning journeys, and putting scalable systems in place. Success in this role will have a direct effect on retention, lifetime value, trust, and long-term growth.

Accountabilities

Set the global customer experience direction for users and partners, ensuring a consistent experience at every stage of the journey.
Improve retention, lifetime value, engagement, trust, and profitability through well-planned CX initiatives backed by data.
Map the ideal customer journey, pinpoint problem areas, and lead cross-functional work to improve the full lifecycle.
Create and expand a customer experience operating model with clear governance, ownership, KPIs, and decision rules.
Define and track metrics that connect CX programs to outcomes such as revenue growth and operational performance.
Coordinate Customer Success, Product Design, Partner Experience, Service Operations, and AI-enabled solutions.
Drive change across Product, Marketing, CRM, and Operations so they operate around one unified customer experience strategy.

Requirements

At least 10 years of experience in Customer Experience, Product Strategy, Product Management, Customer Success, or a similar executive leadership function.
A strong record of lifting retention, lifetime value, engagement, and profitability through customer-first transformation work.
Solid grasp of customer lifecycle management, unit economics, and how CX decisions affect P&L results.
Demonstrated ability to build and scale global customer-focused teams and transformation programs.
Experience working with senior stakeholders and delivering execution through influence and collaboration rather than direct reporting lines.
International exposure across multiple markets, with fluency in Russian and English.
Strong analytical thinking combined with the ability to set and execute a long-term strategic vision.

Benefits and compensation

Work is fully remote.
The salary details will be shared during the hiring process before any offer is made.
28 calendar days of annual leave.
7 extra wellness days each year for rest, recovery, or household needs.
Referral bonuses tied to performance, with earnings of up to $5,000.
50% reimbursement for professional training, conferences, and industry events.
Discounts on corporate English language courses.
Health-related support of up to $1,000 gross per year for insurance or medical costs for employees and eligible family members.
Home office or co-working support, with reimbursement of up to $1,000 gross every three years.
An internal recognition program where rewards can be redeemed for merchandise, experiences, and team activities.

Additional information

This opportunity is advertised on behalf of a partner company that manages applications and subsequent steps. A matching process powered by AI may be used to help screen applications for fit against the role’s core criteria, but final hiring decisions are made by people.

By applying, candidates agree that personal data may be used to assess candidacy and shared with the hiring employer in line with applicable privacy rules, including GDPR. Applicants may request access, correction, deletion, objection, and other rights where applicable.

Chief Client Experience Officer