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Chief Customers Officer

2 months ago

Kuala Lumpur, Kuala Lumpur, Malaysia Dion Full time
About the Role

We are seeking a highly skilled and experienced Chief Customers Officer to lead our strategic account management efforts across regions. As a key member of our team, you will be responsible for driving revenue growth through deep, consultative relationships with key clients.

Key Responsibilities
  • Regional Commercial Leadership
    • Lead account management and customer success strategies across all regions.
    • Develop and implement strategies for client retention, renewals, upselling, and cross-selling.
    • Identify and seize opportunities to expand services and boost contract value.
    • Ensure smooth onboarding and long-term client engagement.
    • Provide data-driven insights and reports to the Chief Revenue Officer on key metrics, revenue, client satisfaction, and business expansion.
  • Relationship Management
    • Build and maintain strong relationships with CxO and Director-level clients, conducting quarterly business reviews to understand their evolving needs.
    • Set KPIs for account mapping, contact qualification, and defining buying roles.
    • Drive account penetration through proactive outreach via calls, LinkedIn, emails, and networking.
  • Thought Leadership
    • Stay updated on industry trends and organizational changes.
    • Share insights to strengthen client relationships and brand positioning.
  • Team Management
    • Lead and mentor teams in strategic accounts, customer success, and customer operations.
    • Oversee sales enablement, including proposition development, pitch delivery, and pipeline management, with direct involvement in key deals.
    • Regularly assess and enhance client satisfaction, ensuring clear deliverables and adherence to SOPs.
    • Recruit, train, and motivate the strategic accounts team, fostering a culture of excellence.
    Requirements
    • At least 10 years of experience in sales, preferably as an account director or business development manager, with experience in SaaS products for e-commerce in retail and logistics.
    • Bachelor's degree in business, marketing, or a related field; MBA preferred.
    • Open to any nationality eligible to work in Malaysia.
    • Language: English.