Chief Client Experience Officer

Social Discovery Ventures; Warszawa; À distance; PLN 704 000 - 1 017 000; Plein temps

Avantages offerts par ce poste

Remote opportunity

Vacation 28 days

Wellness days 7

Bonuses up to $5000

Training stipend

English lessons discount

Health benefits

Workspace reimbursement

Gamified gratitude system

Résumé du poste

Social Discovery Group (SDG) is seeking a Chief Client Experience Officer to build a new executive function reporting to the CEO. You’ll shape the global customer experience strategy, redesigning the operating model and leading the function from the ground up to serve a diverse international customer base.

We expect a leader who will align Product, Marketing, CRM, Operations, and Customer Success around a unified CX vision, driving organizational transformation and long-term business growth

Qualifications

• 10+ years leading Customer Experience or related executive roles in large digital businesses.
• Proven track record improving retention, LTV, engagement and profitability through CX initiatives.
• Strong understanding of lifecycle management, unit economics, and CX impact on P&L.

Responsabilités

• Define and lead the Customer Experience strategy across customers and partners.
• Drive retention, LTV, engagement and trust by leading CX initiatives.
• Define target-state CX, identify friction points, and drive cross-functional improvements.
• Build a company-wide CX operating model with ownership, metrics, governance and decision making.
• Establish and monitor CX KPIs, aligning initiatives with retention, profitability and growth.
• Lead Customer Success, Product Design, Partner Experience, Service Quality Ops, and AI-powered partner solutions.

Connaissances

CX strategy

Executive leadership

Product strategy

Cross-functional

P&L awareness

English

Russian

Formation

Bachelor’s degree or higher

Description du poste

Social Discovery Group (SDG) is a group of social discovery companies. SDG solves the problems of loneliness, isolation, and disconnection - transforming virtual intimacy into the new normal. SDG’s products redefine the way people interact and connect with one another.

Our portfolio includes social entertainment platforms designed to connect people online across different cultures and regions of the world.

We bring together a team of like-minded people and IT professionals who specialize in creating and developing globally impactful social discovery products. Our international team of digital nomads works remotely from all over the world.

We’re proud to be a two-time “Great Place to Work” winner (USA & Japan, 2024–2025) and a Top-5 Company for Work-From-Anywhere Jobs (FlexJobs, 2025).

We are looking for a Chief Client Experience Officer.

This is a unique opportunity to build a new executive function with direct reporting to the CEO. You’ll have the chance to shape the experience for a vast and diverse global customer base while defining the customer experience strategy, redesigning the operating model, and building the function from the ground up. We’re looking for a leader who will tell us how it should be done, not simply execute an existing plan.

Your main tasks will be:

• Define and lead the Customer Experience strategy across customers and partners.
• Drive Retention, LTV, customer engagement, and customer trust by leading strategic customer experience initiatives.
• Define the target-state customer experience, identify friction points across the customer journey, and drive cross-functional improvements.
• Build a company-wide Customer Experience operating model with clear ownership, metrics, governance, and decision-making processes.
• Establish and monitor customer and business KPIs, ensuring customer experience initiatives contribute to retention, LTV, profitability, operational efficiency, and long-term business growth.
• Lead Customer Success, Product Design, Partner Experience, Service Quality Operations, and AI-powered partner solutions.
• Drive organizational transformation by aligning Product, Marketing, CRM, Operations, and Customer Success around a unified customer experience strategy.

We expect from you:

• 10+ years in Customer Experience, Product Strategy, Product Management, Customer Success, or related executive leadership roles within large-scale consumer digital businesses.
• Proven success improving Retention, LTV, customer engagement, profitability, and other core business metrics through customer experience transformation.
• Strong understanding of customer lifecycle management, business economics, unit economics, and the relationship between customer experience initiatives and P&L outcomes.
• Demonstrated success building and scaling customer-centric organizations while leading large transformation programs.
• Experience influencing executive stakeholders and delivering results through cross-functional collaboration rather than direct authority.
• Experience working across international markets with fluent Russian and English.

What do we offer:

• REMOTE OPPORTUNITY to work full-time;
• The initial pay level or pay range for this role will be shared with candidates during the recruitment process and before the commencement of employment;
• Vacation 28 calendar days per year;
• 7 wellness days per year (time off) that can be used to deal with household issues, to lie down and recover without taking sick leave;
• Bonuses up to $5000 for recommending successful applicants for positions in the company;
• 50% payment for professional training, international conferences, and meetings;
• Corporate discount for English lessons;
• Health benefits. According to the paychecks, if you are not eligible for corporate medical insurance, the company will compensate you with up to $ 1,000 gross per year per employee. This can be spent on self-purchase of health insurance or on doctor’s fees for yourself and close relatives (spouse, children);
• Workplace organization. The company provides all employees with an equipped workplace and all the necessary equipment (table, armchair, wifi, etc.) in our offices or co-working locations. In the other locations, the company provides reimbursement of workplace costs up to $ 1000 gross once every 3 years, according to the paychecks. This money can be spent on the rent of the co-working room, on equipping the working place at home (desk, chair, Internet, etc.) during those 3 years;
• Internal gamified gratitude system: receive bonuses from colleagues and exchange them for our merchandise, team building activities, massage certificates, etc.