Chief Customer Officer (in London)

Key Responsibilities:

• Lead and oversee activities of the Client Relations Department globally to ensure the strategic targets and KPIs are met.
• Proactively grow the business by expanding and developing relationships with the merchants and partners, ensuring the highest level of client service, and exceeding team sales goals.
• Manage a global team of Customer Success, Onboarding, Merchant Support
• Managers to drive revenue and exceed targets within the existing and potential business.
• Develop and implement a customer development strategy for the Company to meet the strategic targets and KPI.
• Ensure Client Relations Acquiring department is promoting Company’s products and services and clients are making the best use of the products.
• Encourage, support, and develop team, monitoring its KPI and conducting regular performance reviews for the employees.
• Demonstrate a deep understanding of merchant’s business models, market dynamics, and merchants’ diverse specific needs and apply product knowledge to meet those needs.
• Perform insightful market and competitive research based on the Company’s global expansion plans.
• Encourage and lead collaboration with other departments/employees of the Company to work on improvements of internal processes to ensure the clients are served appropriately.
• Implement and perform business analysis requirements, best standards and practices within the Company.
• Designing and implementing Customer development strategy and initiatives in collaboration with other C-level executives and the owner of the companyMonitoring and coordinating various functional and regional activities related to
• Customer Success, leadership of global and regional teams
• Coordinating and supporting sales and customer success activities across the company in shaping correct customer-winning strategy, negotiations, identifying pain points and offering relevant solutions
• Maximizing efficiency through extensive processes analysis and cross-functional collaboration, and implementing relevant solutions and best practices for Customer management
• Coordinating other business lines and initiatives as requested by the owner of the company
• Playing a proactive and responsive role in the triaging and escalation of issues that are raised by internal and external stakeholders

Requirements:

• Proven 10 years in sales and/or customer success management in payments industry in top-tier fintech companies.
• Previous experience and deep understanding of online acquiring is a must
• Knowledge of EU, UK, LATAM and APAC markets in relation to acquiring and other financial services.
• Excellent managerial skills and demonstrated ability to build and develop the team and team members.
• Self-starter and entrepreneur: experience of running own project from scratch
• Experience with strategy development and operational management.
• Strong leadership, analytical and financial skills to solve complex business problems.
• Strong client management skills with executive level communication experience.
• History of operational excellence, exceptional analytical skills, and execution abilities.
• Fluent English, Russian and German.
• Ability to travel 80% of time.

We offer:

• Attractive monthly salary paid in line with experience
• Vacation, sick, and paid holidays
• Full-time: 5/2 (Saturday and Sunday days off)
• Modern workplace with all necessary equipment
• A team of top international professionals to learn from
• Multicultural working environment