Chief Digital Officer - Customer Strategy - Digital Store

Chief Digital Officer : Customer Strategy - Digital Store

One of the fastest-growing online businesses. is looking for a cutting-edge Chief Digital Officer. Reporting to the CEO, this leader mixes art and science to bring memorable experiences to our customers through multiple, inter-connected digital channels.

Commenced on a retained search for a Chief Digital Officer for one of the leading online businesses companies in India with presence in USA and other geographies. This is a highly confidential Executive Search, hence unable to impart much information.

The ideal candidate's commitment to customers is only parallel to their experience building innovative digital strategies and solutions. He/she understands the entire customer value chain and is adept at developing robust customer cohorts, new ways of reaching those cohorts, and building long-term customer relationships.

Key Responsibilities:

Customer Strategy

- Utilize customer data to understand what they- ve seen, heard, browsed, bought and who they- ve contacted to form a 360-degree understanding of a customer's state of mind and being

- Develop robust Customer Cohorts and targeted contact strategies using all of the channels and vehicles that are part of our multi-platform ecosystem, ensuring our Customers are educated, informed, enthusiastic, and committed to the Club

- Measure Customer performance over time, continually looking for ways to improve customer experience and LTV - this role is responsible for ongoing customer revenue with ownership for onboarding through retention

Digital Product Management

- Develop a cutting-edge digital product strategy and business model, ensuring DSC continually innovates our digital platforms including web, app, email, and mobile

- Own and manage all digital assets and data, continually tracking and monitoring digital store performance

User Experience and Interface

- Steward User Experience standards and research to ensure that we provide the best, highest-quality user experience in the industry

- Streamline user experiences by customer cohorts, ensuring that every customer has a seamless journey across all of our channels

Customer Engagement

- Design and leverage all human interactions towards the achievement of our Customer strategy, including email, push, social media, chat, phone and other human interfaces

- Ensure DSC maintains best-in-class customer service, while also leveraging current touch points for more proactive outreach and engagement opportunities

Team Leadership

- Source, hire, develop and manage top, diverse talent for the DSC Digital Store Team which includes Customer Strategy/CRM, Digital Product Management, User Experience Design and Customer Engagement

- Work collaboratively with the DSC Executive Team to set the overall business Vision, strategy, and plan

Role Requirements:

- 12-15 years experience, managing a online DTC or e-commerce business

- MBA or equivalent education plus experience

- Proven leadership of a Customer/Commercial team

- Extensive knowledge of e-commerce technologies and best practices

- Advanced knowledge and utilization of sophisticated customer research, analytics and segmentation

- Reputation as an innovative opportunity finder, who continually seeks out new ways to reach customers through new channels

- Strong business acumen and decision-making skills, with an equally strong commitment to brand and product experience

- Excellent communication and collaboration

- Ability to identify, prioritize and articulate the highest impact initiatives for the business