Chief Client Experience Officer

Overview

Accountabilities

• You will be responsible for building and leading the global customer experience vision and execution framework, ensuring alignment across all customer-facing functions.
• Define and lead the global Customer Experience strategy across users and partners, ensuring consistency across all touchpoints.
• Drive retention, LTV, engagement, trust, and profitability through strategic CX initiatives and data-driven improvements.
• Design the target customer journey, identify friction points, and lead cross-functional initiatives to optimize the full lifecycle.
• Build and scale a Customer Experience operating model with clear governance, ownership structures, KPIs, and decision-making frameworks.
• Establish and monitor performance metrics linking CX initiatives to business outcomes such as revenue growth and operational efficiency.
• Lead and align Customer Success, Product Design, Partner Experience, Service Operations, and AI-driven solutions.
• Drive organizational transformation by aligning Product, Marketing, CRM, and Operations around a unified CX strategy.

Requirements

• This role requires a seasoned executive with deep expertise in customer experience transformation within large-scale digital or consumer-focused environments.
• 10+ years of experience in Customer Experience, Product Strategy, Product Management, Customer Success, or related executive leadership roles.
• Proven track record of improving retention, LTV, engagement, and profitability through customer-centric transformation initiatives.
• Strong understanding of customer lifecycle management, unit economics, and P&L impact of CX strategies.
• Demonstrated success in building and scaling global, customer-focused organizations and transformation programs.
• Experience influencing senior stakeholders and driving execution through cross-functional collaboration rather than direct authority.
• International experience across multiple markets, with fluency in Russian and English.
• Strong analytical mindset combined with the ability to define and execute long-term strategic vision.

Benefits

• This role offers a competitive and flexible package designed to support high-performing global talent.
• Fully remote work opportunity.
• Salary range will be communicated during the recruitment process prior to employment.
• 28 calendar days of annual vacation.
• 7 additional wellness days per year for personal recovery or household needs.
• Performance-based referral bonuses of up to $5,000.
• 50% reimbursement for professional training, conferences, and industry events.
• Corporate discounts for English language courses.
• Health support including up to $1,000 gross annually for insurance or medical expenses for employees and eligible family members.
• Equipment or workspace support, including reimbursement for home office setup or co-working space costs (up to $1,000 gross every three years).
• Internal recognition system allowing employees to earn rewards redeemable for merchandise, experiences, and team activities.

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