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Chief Customer Engagement Officer

2 months ago

ChampssurYonne, Bourgogne-Franche-Comté, United States The Ladders Full time
Position Overview:

This is an in-house role. Please refrain from applying if you are seeking remote or hybrid opportunities. Thank you.

The Ladders is a leading player in the recruitment industry, dedicated to delivering exceptional service and innovative solutions to our clients. Our mission is to revolutionize the job search experience by providing the most effective tools and resources for career advancement, free from unnecessary complications. We are committed to building a community that promotes professional growth and success.

As the Chief Customer Engagement Officer, you will be instrumental in identifying new data-driven business opportunities and developing strategies to enhance customer loyalty and retention, ultimately driving revenue growth and maximizing customer lifetime value (LTV). This role requires a creative and analytical mindset to continuously explore and implement innovative revenue strategies and services that align with our long-term organizational goals.

Key Responsibilities:
  • Recruit, manage, and mentor a team of outbound agents focused on reaching out to existing and former clients with tailored offers.
  • Evaluate, strategize, and execute initiatives aimed at boosting subscription revenue, increasing subscriber numbers, and enhancing overall company earnings.
  • Assess, strategize, and implement measures to reduce customer attrition.
  • Analyze and enhance the customer experience (CX) throughout the entire customer journey, from initial brand awareness to post-purchase engagement.
  • Collaborate with cross-functional teams to leverage data analytics and customer insights to improve customer experience and retention.
  • Promote brand loyalty and retention by adopting a customer-centric approach to business operations, including analyzing customer feedback to gauge satisfaction and needs.
  • Identify areas for improvement and implement solutions to enhance overall LTV (Lifetime Value) and AOV (Average Order Value).
  • Develop and present analytical reports to key stakeholders regarding the Rewards/Loyalty program.
  • Analyze pricing and subscription trends to contribute ideas for optimizing pricing and subscription models.
Qualifications:
  • Bachelor's degree in Business, Marketing, or a related field preferred, or equivalent relevant work experience.
  • Minimum of 3 years of experience with Shopify is required.
  • At least 2 years of experience with Tableau is preferred.
  • Familiarity with ChurnBuster and Recharge (or similar tools) is preferred.
  • Strong collaboration and teamwork abilities.
  • Excellent organizational skills with a keen attention to detail.
  • Robust analytical skills and proficiency in web analytics tools (e.g., Google Analytics).
  • Data Analytics Certification is preferred.