Chief Customer Officer

Gemini is a U.S.-based cryptocurrency exchange and custodian founded by the Winklevoss brothers in 2014. Renowned for its strict compliance, asset security, and technological prowess, the company offers services for purchasing, selling, and storing digital assets. Serving both individual and institutional clients, Gemini is committed to building a world-class digital asset trading platform that bridges traditional finance and digital assets. We plan to establish a subsidiary in Phoenix by mid-February 2026, primarily offering cryptocurrency trading, custody, staking services, issuance of USD-pegged stablecoins, and cryptocurrency rewards credit card services. We are now seeking an experienced Chief Customer Officer and welcome passionate management talent in the cryptocurrency field to join us. Professional training opportunities will be provided

Job Title:

Chief Customer Officer (CCO)

Location: Phoenix, Arizona

Work Style: (Remote/On-site)

Job Overview:

The Chief Customer Officer (CCO) is a member of the company's senior management team, responsible for developing and executing a customer-centric strategy to ensure the highest standards of customer experience, satisfaction, and loyalty. This role coordinates marketing, sales, customer service, and product development departments to drive an organization-wide customer value-centric operating model, ultimately improving customer retention and revenue.

Key Responsibilities:

Customer Strategy Development and Execution

Develop the company's customer experience and customer relationship strategy, ensuring alignment with overall business objectives.

Design and oversee customer journey management, continuously optimizing customer touchpoint experiences.

Customer Experience Management

Establish and promote a customer-centric culture, ensuring the entire company understands and practices a customer-first philosophy.

Oversee customer satisfaction surveys, Net Promoter Score (NPS), and customer feedback mechanisms, and develop improvement initiatives.

Cross-Departmental Coordination and Leadership

Work closely with marketing, sales, product, and operations teams to unify customer communication and brand experience. Drive internal process optimization to ensure efficient resolution of customer issues.

Data and Analytics-Driven Decision Making

Utilize customer data analytics to identify customer needs, preferences, and churn risks.

Monitor key customer metrics (e.g., customer retention rate, customer lifetime value, customer satisfaction).

Customer Relationship Management (CRM) and Loyalty Programs

Oversee the application and optimization of the Customer Relationship Management (CRM) system.

Design and execute customer loyalty programs and customer engagement activities.

Senior Management Communication and Reporting

Report customer experience and related strategic achievements to the CEO and Board of Directors.

Propose innovative initiatives and strategic recommendations to improve customer relationships.

Qualifications:

Education: Bachelor's degree or above in Marketing, Business Administration, Communication, or a related field; MBA preferred.

Work Experience: At least 20 years of experience in customer management, marketing, or customer experience, including at least 10 years of senior leadership experience.

Skills Required:

Excellent customer insight and strategic thinking skills;

Proficient in customer data analysis tools and CRM systems;

Outstanding cross-departmental communication, leadership, and coordination skills;

A customer-centric service philosophy and strong execution capabilities.

Language Requirements: Proficient in written and oral communication in both Chinese and English (suitable for international companies).

II. Executive Benefits

1. Health & Insurance Benefits

Executives receive higher-tier insurance plans than regular employees:

Medical, dental, vision insurance (including dependents)

Executive Health Check

Life & Disability Insurance

1. Retirement Plans

Beyond 401(k)s, many companies offer:

Supplemental Executive Retirement Plan (SERP)

Deferred Compensation Plan, allowing executives to defer part of their income for tax optimization.

1. Perquisites / "Perks"

Common executive-exclusive benefits include:

Company car or vehicle allowance

Corporate jet access or business-class travel standards

Executive office and secretarial support

Membership clubs (golf, fitness, business clubs)

Housing allowance or relocation subsidy

Education assistance (children's education funding or tuition reimbursement)

Financial advisory and tax planning services

1. Equity & Profit Sharing

Companies may offer Employee Stock Purchase Plans (ESPP) or Profit Sharing Plans, with executives receiving higher percentages.