Role Overview for Chief Customer Officer – Retail – Atlanta, GA
JRG Partners is proud to lead the executive search for a visionary and transformative Chief Customer Officer (CCO) on behalf of our client, a premier, high-growth retail brand headquartered in Atlanta, GA. This is a rare opportunity to join the C-suite of a dynamic organization and fundamentally shape its future by placing the customer at the absolute center of its strategy, operations, and culture. The CCO will be the primary architect and champion of a world-class, end-to-end customer experience that drives unparalleled loyalty, advocacy, and sustainable revenue growth.
As the Chief Customer Officer, you will be more than just a leader; you will be the conscience of the customer within the executive team. You will be responsible for developing and executing a comprehensive customer-centric strategy that integrates every touchpoint, from digital and in-store interactions to post-purchase support and community engagement. This role demands a unique blend of strategic foresight, data-driven acumen, creative thinking, and inspirational leadership. You will own the entire customer journey, leveraging deep insights to eliminate friction, create moments of delight, and build lasting emotional connections with the brand. This executive will report directly to the Chief Executive Officer and will be a key partner in navigating the complexities of the modern retail landscape, ensuring the company not only meets but consistently exceeds evolving customer expectations. Your success will be measured by key metrics such as Customer Lifetime Value (CLV), Net Promoter Score (NPS), customer retention, and market share growth. This is a pivotal role designed for an executive who is passionate about building iconic brands through the lens of the customer.
Key Responsibilities of Chief Customer Officer – Retail – Atlanta, GA
Customer Strategy and Vision
- Develop, articulate, and implement a cohesive, forward-thinking customer experience strategy that aligns with the company’s overall business objectives and brand promise.
- Act as the ultimate advocate for the customer in all executive-level discussions, ensuring that customer needs and perspectives are embedded in every strategic decision.
- Define and segment customer personas, mapping out their respective journeys to identify key moments of truth, pain points, and opportunities for enhancement.
- Establish a clear governance model for customer experience, creating cross-functional accountability and ensuring a unified approach across all departments, including Marketing, Sales, Product, Operations, and Technology.
Data-Driven Insights and Analytics
- Build and lead a sophisticated customer insights and analytics function to transform raw data into actionable intelligence.
- Oversee the implementation and optimization of a comprehensive Voice of the Customer (VoC) program, utilizing surveys, feedback platforms, social listening, and direct customer interactions.
- Leverage advanced analytics, AI, and machine learning to predict customer behavior, personalize experiences at scale, and proactively address potential issues.
- Establish and monitor a robust framework of KPIs and metrics to measure customer satisfaction, engagement, and loyalty, providing regular, insightful reporting to the executive team and board.
Cross-Functional Leadership and Influence
- Foster a culture of customer-centricity throughout the entire organization, from the boardroom to the front lines, through training, communication, and leading by example.
- Collaborate intimately with the Chief Marketing Officer to ensure brand messaging is consistent with the actual customer experience and to leverage customer insights for more effective campaigns.
- Partner with the Chief Technology Officer to define the customer-facing technology roadmap, including CRM systems, e-commerce platforms, and in-store digital tools.
- Work closely with the Chief Operating Officer and Head of Retail to ensure seamless execution of the customer experience strategy across all physical and digital channels, standardizing best practices while allowing for localized innovation.
Customer Journey and Experience Management
- Conduct a continuous, holistic audit of the entire customer lifecycle, from initial awareness and consideration to purchase, onboarding, support, and advocacy.
- Champion initiatives to innovate and optimize every touchpoint, including website usability, mobile app experience, in-store service, contact center interactions, and unboxing experiences.
- Develop and manage loyalty and retention programs that reward valuable customers and foster a sense of community around the brand.
- Establish and oversee a world-class customer service and support organization, empowering teams with the tools, training, and autonomy to resolve issues effectively and create brand advocates. A deep understanding of modern customer journey mapping and optimization is critical.
Requirements for the Chief Customer Officer – Retail – Atlanta, GA
Professional Experience
- A minimum of 15+ years of progressive leadership experience in customer-facing roles, with at least 5-7 years in a senior executive position (VP level or higher) with significant strategic responsibility.
- Proven track record of success within the retail, CPG, or direct-to-consumer (DTC) industries is highly preferred. Experience in an omnichannel environment is essential.
- Demonstrated success in architecting and executing a comprehensive, enterprise-wide customer experience transformation that resulted in measurable improvements in key business metrics (e.g., NPS, CLV, retention, revenue).
- Deep experience in leveraging data and technology to drive customer strategy, including hands-on familiarity with modern CRM, analytics, and marketing automation platforms.
Skills and Qualifications
- Master’s Degree in Business Administration (MBA) or a related field is strongly preferred; Bachelor’s degree is required.
- Exceptional strategic thinking and problem-solving skills, with the ability to translate complex customer data into a clear, actionable vision.
- Superior communication, presentation, and interpersonal skills, with the ability to inspire and influence stakeholders at all levels, from front-line employees to the Board of Directors.
- Strong financial acumen, with experience managing significant budgets and a clear understanding of the P&L impact of customer experience initiatives.
- An innovative and empathetic leader, known for building, mentoring, and retaining high-performing, diverse teams. A true passion for understanding and serving the customer is non-negotiable.
Benefits & Perks Offered
Our client is committed to attracting and retaining top-tier executive talent and offers a highly competitive and comprehensive compensation package, including:
- Highly competitive base salary and executive bonus plan tied to personal and company performance.
- Meaningful long-term incentives, including equity or stock options.
- Comprehensive health, dental, and vision insurance for you and your dependents.
- Generous 401(k) plan with a significant company match.
- Substantial paid time off (PTO), including vacation, sick days, and company holidays.
- Executive-level perquisites, which may include a car allowance and financial planning services.
- Full relocation assistance package for qualified candidates to the vibrant city of Atlanta, GA.
- A dedicated budget for continuous professional development, including conferences, certifications, and executive coaching.
- A collaborative, innovative, and fast-paced work environment where your contributions will have a direct and visible impact on the company’s success.
How to Apply
JRG Partners is exclusively managing this confidential search. To be considered for this pivotal Chief Customer Officer role, please submit your resume and a cover letter detailing your relevant experience and your philosophy on customer-centric leadership. We invite you to learn more about our expertise in this space by visiting JRG Partners’ Retail & Consumer Goods Executive Search practice. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. All applications will be treated with the strictest confidence.
