Position Overview: As the Chief Customer Officer, you will be responsible for shaping our customer experience strategy and ensuring that we deliver exceptional service to customers of the Chocolate Finance Managed account.
You will be responsible for overseeing all aspects of customer interactions, from managing our customer service team to developing and executing customer engagement strategies. Additionally, you will be responsible for managing digital marketing efforts, agency partnerships, and customer acquisition platforms to drive growth and engagement through the sales funnel.
Key Responsibilities:
1. Customer Service Management:
Lead and manage the customer service team, ensuring efficient and effective handling of customer enquiries, complaints, and requests. In line with MAS compliance rules.
Develop and implement service standards and KPIs to measure and improve customer service performance.
Establish training programs to enhance customer service skills and knowledge within the team.
2. Customer Strategy and Process:
Develop and execute a comprehensive customer engagement strategy to enhance customer loyalty and satisfaction.
Continuously evaluate and optimise customer service processes to improve efficiency and effectiveness.
Implement customer feedback mechanisms and drive improvements to the product based on customer insights.
3. Customer Engagement and Communications:
Create and execute customer engagement campaigns across multiple channels, including email, SMS, and in-app communications.
Develop personalised customer communication strategies to enhance customer retention and upsell opportunities.
Collaborate with cross-functional teams to ensure consistent and impactful customer messaging.
4. Digital Marketing Management:
Manage the agency responsible for all paid advertising campaigns, SEO, and social media marketing efforts.
Develop and execute digital marketing strategies to drive customer acquisition and brand visibility.
Monitor and analyze campaign performance metrics and adjust strategies accordingly.
5. Public Relations Management:
Oversee the agency responsible for public relations efforts, including media relations and crisis management.
Develop and maintain positive relationships with media outlets, influencers, and industry partners.
Ensure that the company's image and reputation align with brand values and objectives.
6. Platform Management:
Manage Appsflyer and Blueshift platforms to optimize customer acquisition and engagement throughout the sales funnel.
Analyze data and customer behavior to identify opportunities for optimization and growth.
Collaborate with technology teams to implement platform enhancements.
7. Content Management and Strategy:
Develop and oversee a comprehensive content strategy that includes blogs, FAQs, and influencer collaborations to engage and educate our customer base.
Work closely with content creators, both in-house and external influencers, to produce high-quality, informative, and engaging content that aligns with our brand and resonates with our target audience.
Monitor content performance metrics and user feedback to refine and optimise content strategies, ensuring that our customers have access to valuable and relevant information to enhance their financial journeys.
