CCO Job Description - Chief Customer Officer
The
Chief
Customer
Officer
Job
Description
This
is
a
brief
description
for
the
Chief
Customer
Officer.
You
can
use
this
as
the
starting
point
for
a
job
description,
modifying
it
as
necessary
for
your
organization.
The
goals
of
the
CCO:
1
? Engage
the
organization
in
managing
customer
relationships,
revenue,
and
profit.
? Create
a
persistent
focus
on
the
customer
in
the
actions
the
company
takes.
? Drive
the
organization
to
work
together
for
optimum
customer
experience
delivery.
? Support
leaders
in
their
role
as
cultural
leaders
in
the
transformation
journey.
As
a
change
agent
inside
the
company,
the
CCO
performs
four
specific
functions:
1. Establishes
metrics
for
defining
the
relationship
with
customers
Partners:
Usually
finance
and
marketing
for
guerrilla
metrics;
issue
trending
requires
engagement
and
alignment
with
all
functional
vice
presidents
? Guerrilla
metrics;
simple
metrics
to
manage
customers
as
an
asset.
? Voice
of
the
Customer
competency
development:
o Real--time
issue
(such
as
complaints)
trending
and
tracking.
o Corralling
all
the
surveys
and
uniting
a
company--wide
approach
o Optimizing
for
"listening"
pipe
opportunities,
web,
social
media,
field
etc.
? Create
a
united
platform
for
understanding
and
taking
action.
2. Influences
cross--company
agreement
on
how
to
deliver
greatest
value
to
customers
Partners:
Marketing
and
finance
(and
sales,
depending
on
the
organization)
? Define
what
customers
value
--
how
to
determine
the
differentiating
experience
to
be
delivered.
? Determine
what
customers
to
invest
in.
? Decide
where
to
make
investment
decisions,
that
is,
the
highest--impact
contacts
and
efforts.
? Create
a
common
language
set
and
definitions
for
the
customer
experience.
3. In
partnership
with
leaders,
drive
accountability
through
cross--company
data
and
metrics
Partners:
The
chief
executive
and
all
functional
vice
presidents
? Facilitate
the
development
of
the
accountability
action
chain,
establishing
the
approaches
and
implementation
of
research
to
understand
customer
loyalty
and
return
on
investment
(ROI).
? Work
with
leaders
to
identify
baseline
metrics
for
tracking
interaction
with
customers.
? Drive
tracking
and
reporting
to
get
to
reliability
in
key
interactions.
? Lead
the
accountability
forums
--
when
to
meet
with
whom
to
drive
accountability.
? Work
with
leaders
on
messages,
reinforcing,
recommendations
for
recognition,
and
driving
the
culture
change
forward.
4. Clarifies
a
common
approach
and
process
for
driving
the
work
across
the
organization
Partners:
All
of
the
functional
vice
presidents
? Identify
operational
accountability
cross--functional
alliances.
? Facilitate
working
together
across
the
silos
instead
of
separately
within
them.
? Instill
the
discipline
of
process
change
and
change
management
into
the
organization.
................
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