CCO Chief Customer Officer

General/Business Unit Manager (CEO & General Management)

Full time

The Company
Leading national brand with over 35+ years experience working in the Australian market. Offering a culture built on fostering collaboration and an inclusive environment, where respect and open communication drive innovation and continuous improvement.

The Opportunity
This well-known brand is seeking a Chief Customer Officer (CCO) to lead its customer-first strategy. This newly created role, reporting directly to the CEO, will play a pivotal role in overseeing the development and execution of multi-year plans across Retail, Marketing, Store Development, Visual Merchandising, and E-Commerce Sales.

With a strong focus on achieving both financial and operational goals, the CCO will lead teams to create innovative strategies that drive growth, optimise operations, and foster cross-functional collaboration. This leadership will be key to ensuring the business delivers exceptional customer experiences across all channels, leading to a stronger market position and increased profitability.

Your Responsibilities

• Design and implement multiyear strategies to achieve long-term growth, customer loyalty, and financial performance goals
• Drive the seamless integration of physical retail, e-commerce, and digital platforms to deliver a unified omni-channel experience
• Establish key business priorities in alignment with organisational objectives and ensure their successful execution across all touchpoints
• Lead and inspire retail store teams to deliver exceptional customer service, operational excellence, and sales growth
• Develop and implement operational frameworks to optimise in-store performance and ensure consistency in brand standards
• Oversee store management strategies, including recruitment, training, safety, wages and performance evaluation of retail teams
• Develop and oversee marketing strategies that enhance brand equity, drive customer acquisition, and foster retention
• Utilise data-driven insights to improve marketing ROI and deliver targeted personalised customer engagement initiatives
• Champion innovative campaigns that resonate with evolving consumer needs and market dynamics
• Establish and maintain best-in-class operational processes across all customer-facing functions to ensure efficiency and scalability
• Implement key performance metrics to measure success and identify opportunities for continuous improvement
• Champion cost-efficiency initiatives that enhance profitability without compromising the customer experience
• Develop, manage, and report on financial plans, ensuring alignment with overall corporate objectives
• Drive accountability for achieving revenue, profitability, and expense management targets across marketing, retail, and e-commerce divisions
• Monitor and analyse performance metrics, adapting strategies to achieve financial goals
• Oversee the planning and execution of new store openings, ensuring on-time and within-budget completion
• Drive innovation in visual merchandising through updated product displays and planogramming to enhance customer engagement, sales and strengthen brand presence
• Manage store portfolio optimisation, ensuring strategic placement and operational efficiency
• Lead, mentor, and develop high-performing teams across all customer-facing functions
• Promote cross-functional collaboration to align objectives and drive unified strategies
• Foster a culture of innovation, accountability, and customer focus throughout the organisation

About You

• Bachelor’s degree in business administration, marketing, or related field; MBA or equivalent preferred
• Minimum 15 years of leadership experience in marketing, retail operations, e-commerce, or customer experience, with a track record of successful multiyear strategy development and execution
• Expertise in financial management, including P&L accountability, budgeting, and forecasting
• Proven ability to lead and execute complex, large-scale projects while ensuring operational excellence

We kindly ask candidates to review the requirements of the position listed in this job ad and include a Cover Letter outlining experience meeting this selection criteria.

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