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Chief Customer Officer (CCO)

Chief Customer Officer (CCO)

With the mission to democratise and bring transparency to the music industry, Record Union runs a distribution platform that puts independent artists’ music on Spotify, iTunes, Apple Music, Google Play and many more. We create artist opportunities through our partnerships, music expertise and data science, and we believe that independent artists should be able to stay independent and succeed independently.

Record Union’s vision is “to enable and support the full potential of every music creator in the world” and your job is to help us move closer to it from the customer’s perspective.  


The Job

As the Chief Customer Officer (CCO) you will be the customer advocate in Record Union’s management team (alongside CEO, CMO and CPO). You strive to know everything about Record Union’s different customer groups and drive innovation based on that knowledge. You understand the DNA of what makes our customers tick, the entire lifecycle of the customer, and what metrics actually matter to understand these components. You care about customer service excellence and above all are responsible for understanding the end game a good customer experience can provide. You will work cross functionally with all departments ranging from sales to marketing to the product in these efforts.  


Your Responsibilities

  • Business development: Develop current and future customer facing operations in line with Record Union’s strategy.
  • Return on investment: Set and manage the budget of the Customer Operations function (together with CEO). Quantify and track the financial benefits of investing in the different identified customer experience initiatives and resources.
  • Staff management: You have full personnel mandate for the customer operations team. You will support, motivate and mentor the team in order to maintain and develop a great team spirit and an encouraging working environment.
  • Customer advocacy: Make sure that customers’ needs are taken into account in all key strategic decisions across the different functions in the company.
  • Cross-organizational coordination: Proactively serve other departments (Marketing, Sales, Product) with customer insights and data that help them in their work.

 

Your Skills

  • You have excellent leadership skills and you love to coach individuals and build strong teams.
  • You are results oriented and you thrive in environments characterized by constant change, complex market conditions and tough competition.
  • You are an empathic, inspirational and communicative leader injecting positive energy into your team.
  • You have a passion for tech and start-ups.
  • You have a passion for music and respect for the artistic process.
  • You have at least 7 years experience of leading customer facing operations on a global scale across multiple markets and languages in the digital realm.


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Workplace & culture

We are a multicultural group of skilled people that share the vision of liberating the music industry! 

At Record Union we believe in empowering people and a positive mindset to achieve organisational goals and personal growth. We are a bunch of fun loving people that are team oriented, open and creative. 

Innovation lies at the heart of our organisation, and we welcome progressive ideas to reach our goals. We work in a fast moving and ever changing environment and continuously adapt to new opportunities. 

Record Union is an equal opportunity employer.

 

Already working at Record Union?

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email
@recordunion.com
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