Chief Client Experience Officer

Role overview

This opportunity is offered on behalf of a partner organization, which handles all applications and hiring steps. The employer is seeking a Chief Client Experience Officer in Germany.

This is a senior executive role focused on redesigning and leading the full customer experience across a large global digital platform. Reporting directly to the CEO, the role brings together strategy, product, operations, and customer success. The selected leader will create a new customer experience function from the ground up and shape how users and partners interact with the business at scale. Success in this position will depend on building a customer-first transformation agenda in a fast-moving, data-led environment, removing friction from the journey, and creating operating models that can grow sustainably. The work will have a direct effect on retention, lifetime value, customer trust, and overall business growth.

Key accountabilities

• Set the global customer experience strategy for users and partners and make sure it is consistently delivered across every touchpoint.
• Improve retention, lifetime value, engagement, trust, and profitability through strategic CX programs and evidence-based enhancements.
• Map the ideal customer journey, pinpoint pain points, and lead cross-functional work to improve the end-to-end lifecycle.
• Create and expand a customer experience operating model with clear governance, ownership, KPIs, and decision-making rules.
• Define and track metrics that connect CX initiatives to business outcomes such as revenue growth and operational performance.
• Bring together Customer Success, Product Design, Partner Experience, Service Operations, and AI-enabled solutions under one aligned approach.
• Lead organizational change by aligning Product, Marketing, CRM, and Operations around a shared CX vision.

Requirements

• At least 10 years of experience in Customer Experience, Product Strategy, Product Management, Customer Success, or a closely related executive leadership function.
• A strong history of improving retention, LTV, engagement, and profitability through customer-led transformation efforts.
• Solid knowledge of customer lifecycle management, unit economics, and how CX decisions affect the P&L.
• Demonstrated ability to build and scale global customer-focused teams and transformation initiatives.
• Experience working through senior stakeholders and delivering results via influence and collaboration rather than direct authority.
• International exposure across multiple markets, along with fluency in Russian and English.
• Strong analytical thinking paired with the ability to set and execute a long-term strategic direction.

Benefits

• Fully remote working arrangement.
• Compensation details will be shared later in the recruitment process, before an offer is made.
• 28 calendar days of annual leave.
• 7 extra wellness days each year for recovery or household needs.
• Referral bonuses based on performance, with earnings of up to $5,000.
• 50% reimbursement for professional training, conferences, and industry events.
• Discounted access to English language courses through corporate partnerships.
• 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 that lets employees earn rewards for merchandise, experiences, and team activities.

Recruitment and privacy notice

Applications are reviewed through an AI-supported matching process designed to assess candidates fairly and efficiently against the main role requirements. The shortlist is then passed to the hiring company, while interviews and final decisions are handled internally by their team.

By applying, you agree that your personal data may be used to assess your application and shared with the hiring employer in line with applicable data protection laws, including GDPR. This processing is based on legitimate interest and pre-contractual steps. You may request access, correction, deletion, or objection to your data at any time.

AI tools may also be used during parts of the hiring workflow, such as reviewing applications, analyzing resumes, or checking responses for possible inconsistencies or verification signals. These tools support the recruitment team but do not replace human judgment, and final hiring decisions are made by people.