❤️ Chief Customer Officer

Role Overview

The CCustO owns the entire customer experience journey, from acquisition through retention. Responsible for customer satisfaction, loyalty programs, and advocacy initiatives.

Reports to: COO

Direct Reports: VP Customer Success, VP Loyalty, Support Managers

🔄 Pending Tasks

• Customer journey mapping
• Loyalty program design
• Referral program structure
• NPS survey implementation
• Customer feedback loop

📄 Documents

• 🗺️ Customer Journey Map — Journey stages, touchpoints, metrics, personas

📊 KPIs

• Net Promoter Score (NPS)
• Customer retention rate
• Repeat purchase rate
• Customer lifetime value
• Referral conversion rate