Chief Client Experience Officer

About the role

This senior executive position, based in Germany, leads the creation and execution of a global customer experience function for a large‑scale digital ecosystem. Reporting directly to the CEO, the Chief Client Experience Officer will shape end‑to‑end journeys, drive retention and lifetime value, and embed a data‑driven, customer‑centric culture across the organization.

Key responsibilities

• Define and implement a global CX strategy that aligns all customer‑facing functions.
• Design target customer journeys, identify friction points, and lead cross‑functional initiatives to optimize the full lifecycle.
• Build and scale a CX operating model with clear governance, KPIs, and decision‑making frameworks.
• Monitor performance metrics linking CX initiatives to revenue growth, operational efficiency, and profitability.
• Lead and align Customer Success, Product Design, Partner Experience, Service Operations, and AI‑driven solutions.
• Drive organizational transformation by unifying Product, Marketing, CRM, and Operations around a single CX vision.

Required profile

• 10+ years of senior leadership experience in customer experience, product strategy, or related fields within large digital or consumer‑focused companies.
• Proven track record of improving retention, LTV, engagement, and profitability through CX transformation.
• Strong understanding of customer lifecycle management, unit economics, and P&L impact of CX initiatives.
• Experience building and scaling global, customer‑focused organizations and influencing senior stakeholders.
• International experience across multiple markets with fluency in Russian and English.

Required skills

What we offer

• Opportunity to create a brand‑new CX function from the ground up.
• Direct influence on a massive international user base and company growth.
• Executive leadership role with reporting line to the CEO.