Chief Client Experience Officer

Overview

This executive opportunity is being shared on behalf of a partner organization that will handle applications and all subsequent hiring stages. The business is seeking a Chief Client Experience Officer in the Netherlands to lead customer experience at a global scale.

The role is a senior leadership position with direct access to the CEO and ownership of the full customer experience agenda across a large digital ecosystem. You will be expected to create a new customer experience function from scratch, connect strategy with execution, and improve how users and partners engage across the entire journey. The position calls for a strong customer-first mindset, the ability to lead change in a fast-growing data-led environment, and a sharp focus on retention, lifetime value, trust, and long-term growth.

What you will do

You will shape the global customer experience vision and ensure it is executed consistently across all customer-facing teams and touchpoints.

• Set the worldwide CX strategy for users and partners and make sure it is reflected consistently at every stage of the journey.
• Improve retention, lifetime value, engagement, trust, and profitability through targeted CX programs and evidence-based decisions.
• Map the ideal customer journey, uncover friction areas, and guide cross-functional work to improve the end-to-end lifecycle.
• Create and expand a CX operating model with clear governance, accountability, KPIs, and decision-making processes.
• Track and connect CX metrics to business results such as revenue growth and operational efficiency.
• Bring together Customer Success, Product Design, Partner Experience, Service Operations, and AI-enabled solutions under one aligned approach.
• Support enterprise-wide transformation by aligning Product, Marketing, CRM, and Operations around a common CX direction.

What we are looking for

The ideal candidate is an experienced executive with deep expertise in customer experience transformation within large digital or consumer-led environments.

• At least 10 years of experience in Customer Experience, Product Strategy, Product Management, Customer Success, or a related senior leadership function.
• A strong history of improving retention, lifetime value, engagement, and profitability through customer-centered transformation.
• Solid understanding of customer lifecycle management, unit economics, and how CX decisions affect P&L performance.
• Proven ability to build and scale global customer-focused teams and transformation initiatives.
• Experience influencing senior stakeholders and delivering results through collaboration rather than direct reporting lines.
• International exposure across multiple markets, with fluency in Russian and English.
• Strong analytical thinking paired with the ability to define and execute a long-term strategic direction.

Benefits

• 100% remote working arrangement.
• Compensation details will be shared later in the hiring process before an offer is made.
• 28 calendar days of annual leave.
• 7 additional wellness days each year for rest or household-related needs.
• Referral bonuses based on performance, with rewards of up to $5,000.
• 50% reimbursement for training, conferences, and industry events.
• Discounts on English language courses through corporate partnerships.
• Health-related support of up to $1,000 gross per year for insurance or medical expenses for the employee and eligible family members.
• Workspace and equipment support, including reimbursement for a home office setup or co-working expenses up to $1,000 gross every three years.
• An internal recognition program with rewards that can be exchanged for merchandise, experiences, and team activities.

Additional information

This hiring process uses an AI-assisted matching approach to review applications quickly and fairly against the core requirements of the role. The system helps identify the strongest-fit candidates, and that shortlist is then passed to the employer. Interviews, assessments, and final hiring decisions are handled by the company’s internal recruitment team.

By applying, candidates acknowledge that their personal data will be processed to evaluate candidacy and shared with the hiring employer where relevant. This is done on the basis of legitimate interest and pre-contractual steps under applicable data protection laws, including GDPR. Applicants may exercise rights such as access, correction, deletion, and objection at any time.

AI tools may also be used to assist parts of the recruitment process, including resume review, response analysis, and detection of inconsistencies or verification signals in application materials. These tools support the recruitment team but do not replace human judgment, and final hiring decisions remain human-led.