Chief Customer Officer

About Us

Harte Hanks is a leading global customer and brand experience company with offices in North America, Asia-Pacific and Europe, Harte Hanks works with some of the world’s most respected brands. We operate in six service categories - data, marketing, sales, customer care, and fulfillment and logistics. In and across these service categories, we address today’s biggest growth and customer experience challenges for B2B and B2C businesses in the new era of intelligence and Artificial Intelligence (“AI”), by being a modern customer journey enabler.

Who You Are

You are a seasoned strategist with a deep understanding of the customer lifecycle and a keen insight into the factors driving customer satisfaction. Armed with robust leadership capabilities, stellar communication skills, and analytical prowess, y our approach embodies authenticity, transparency, and approachability . You approach challenges with a collaborative, customer-centric mindset.

Responsibilities

As the Chief Customer Officer (CCO), you will be instrumental in shaping and refining customer experiences across all product offerings, services, and customer segments. Your primary objective will be to cultivate unwavering customer loyalty and satisfaction by orchestrating cross-functional efforts aimed at fostering a culture of customer-centricity.

Key Responsibilities Include:

• Customer Experience Strategy: Develop and execute strategies aligned with overarching company goals, identifying and addressing gaps in customer experience across people, processes, and technology. Establish clear customer experience benchmarks and metrics, and implement initiatives to enhance brand-appropriate customer interactions throughout the customer lifecycle.
• Customer Satisfaction and Loyalty: Define appropriate measures for customer satisfaction and loyalty, monitoring key metrics such as NPS (Net Promoter Score) and CSAT (Customer Satisfaction Score). Lead efforts to improve customer loyalty and retention, serving as the primary point of contact for escalated customer issues and critical problem resolution.
• Cross-Functional Collaboration: Foster collaboration across departments to ensure seamless customer experiences and identify opportunities for upselling, cross-selling, and expanding client relationships. Partner with sales, marketing, and customer service teams to drive connectivity between customer experience initiatives and business objectives.
• Performance Measurement and Reporting: Utilize business analytics to establish KPIs and metrics for tackling the effectiveness of customer-centric initiatives, providing regular progress updates to executive leadership and stakeholders.
• Customer Relationship Management: Cultivate and maintain strong relationships with key customers, advocating for their needs within the organization and driving continuous improvement based on customer feedback.
• Training and Development Leadership: Spearhead the design and execution of comprehensive training initiatives and resources tailored to enlighten account directors on the paramount significance of customer-centricity. Empower them with the skills and tools necessary to orchestrate exemplary customer experiences, focusing on identifying, prioritizing, and rectifying gaps in the customer journey. Cultivate a pervasive culture of customer-centricity throughout the organization, instilling mindset and behaviors that prioritize customer satisfaction and loyalty.
• Technology and Innovation: Maintain a vigilant awareness of emerging technologies and cutting-edge tools, with a particular focus on Artificial Intelligence (AI) and data analytics, alongside prevailing trends in customer experience management. Proactively seek out opportunities to harness these advancements to elevate customer interactions, streamline operational processes, and catalyze innovation within the organization. By staying at the forefront of technological evolution, drive initiatives that not only optimize customer experiences but also position the company as a trailblazer in the industry.

Qualifications

• Bachelor’s degree, preferably in business, marketing, or other related field; Master’s degree preferred.
• Ten to 15 years of proven senior leadership in customer experience, customer loyalty, or customer care.
• Proven track record of driving customer-centric transformation and achieving measurable goals.
• Exceptional communication and interpersonal skills, with a demonstrated ability to motivate and manage indirect reports and collaborate effectively across all organizational levels.
• Strong analytical abilities, capable of deriving insights from various data sources to inform strategic decision-making.
• Experience operation in fast-paced environments with a focus on continuous improvement.

What We Offer

• Comprehensive Group Health and Wellness Coverage: Access to medical, dental, and vision insurance plans to safeguard your well-being.
• Health Savings Account (HSA): Take advantage of tax-advantaged savings for group health expenses, empowering you to manage your health proactively.
• Educational Assistance Program: Invest in your professional development with financial support for furthering your education and skill enhancement.
• Voluntary Plans for Additional Protection: Opt-in for critical illness, accident, and hospitalization coverage to provide added peace of mind for unexpected events.
• Generous 401(k) Retirement Plan: Benefit from a retirement savings plan featuring a 5% company match and Roth contributions, with immediate vesting to secure your financial future.
• Additional Benefits: Enjoy perks such as pet insurance, complimentary legal services, employee discount programs, and more.

In alignment with our core values to be inclusive and always change for the better, Harte Hanks is committed to creating a more diverse and inclusive culture, and we are proud to be an equal opportunity employer. We believe we only change for the better by bringing different people to our company. Harte Hanks recruits, employs, trains, compensates, and promotes regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Join us in revolutionizing the customer experience landscape and driving sustainable business growth through unwavering dedication to customer satisfaction and loyalty.