Chief Customer Officer

Company Description

Adara Group LLC is a merchant services company committed to excellence and ethical business practices. The organization focuses on attracting and retaining a diverse workforce that reflects the communities it serves. Adara Group LLC strives to create a workplace environment where team members are encouraged and supported to reach their full potential. The company partners exclusively with highly qualified and skilled professionals who share its values of integrity, performance, and inclusion. Role Description The Chief Customer Officer (CCO) is a full-time, remote role responsible for shaping and leading Adara Group LLC’s customer strategy across all touchpoints. This role oversees customer experience initiatives, ensuring consistent, high-quality interactions and long-term satisfaction. The CCO will lead account management teams, collaborate closely with sales and business development to align customer needs with merchant services offerings, and drive retention and growth strategies. Day-to-day responsibilities include setting customer success KPIs, monitoring performance, guiding cross-functional projects to improve customer journeys, and serving as a strategic voice of the customer to executive leadership. The CCO will also develop processes, tools, and reporting frameworks to enhance customer engagement and operational efficiency.

Qualifications

Customer Strategy & Executive LeadershipDevelop and execute the company's overall customer strategy in alignment with corporate objectives. Establish long-term customer experience goals, service standards, and strategic priorities. Define customer-focused policies, procedures, and operating frameworks across relevant departments. Identify opportunities to improve customer satisfaction, loyalty, retention, and lifetime value. Advise the CEO and executive leadership team on customer trends, relationship risks, and growth opportunities. Customer Experience ManagementOversee the end-to-end customer journey, from onboarding and initial engagement through ongoing service and renewal. Develop consistent customer experience standards across communication channels and service touchpoints. Identify customer pain points and implement initiatives to improve service quality and accessibility. Establish processes for gathering, analyzing, and acting on customer feedback. Monitor customer satisfaction metrics and drive continuous improvements in the overall customer experience. Customer Success & RetentionDevelop customer success strategies that help customers achieve their desired outcomes. Establish onboarding, adoption, engagement, and retention programs. Monitor customer health indicators to identify potential churn risks and opportunities for intervention. Work with Customer Success and Account Management teams to strengthen relationships and improve renewal performance. Develop initiatives that increase customer loyalty, retention rates, and long-term customer value. Customer Support & Service OperationsOversee customer support operations to ensure timely, accurate, and professional service delivery. Establish service-level agreements (SLAs), escalation procedures, and performance standards. Improve support processes, case management, and issue-resolution workflows. Ensure customer complaints and service issues are handled effectively and consistently. Evaluate support performance and implement improvements that enhance efficiency and customer satisfaction. Customer Insights & Feedback ManagementEstablish Voice of the Customer (VoC) programs to collect and analyze customer feedback. Monitor customer satisfaction, Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and customer effort metrics. Analyze customer behavior, service trends, complaints, and retention data. Translate customer insights into actionable recommendations for Product, Marketing, Sales, and Operations. Present customer insights and improvement priorities to executive leadership. Customer Growth & Relationship ManagementDevelop strategies to strengthen customer relationships and expand existing accounts. Collaborate with Sales and Account Management teams to identify upselling, cross-selling, and renewal opportunities. Establish customer segmentation and engagement strategies based on customer needs and business value. Support strategic account planning and executive-level customer relationship management. Develop programs that encourage customer advocacy, referrals, and long-term partnerships. Customer Performance & Operational ExcellenceEstablish customer-related KPIs, reporting systems, and performance dashboards. Monitor customer retention, churn, satisfaction, resolution times, onboarding effectiveness, and account growth. Develop customer service budgets, resource plans, and operational improvement initiatives. Use customer data and analytics to identify performance gaps and prioritize improvements. Ensure customer-facing teams follow consistent procedures, quality standards, and applicable company policies. Team Leadership & Cross-Functional CollaborationRecruit, mentor, and develop leaders across Customer Success, Customer Support, Customer Experience, and related functions. Establish clear performance expectations, professional development plans, and accountability standards. Collaborate with Sales, Marketing, Product, Finance, and Operations to resolve customer issues and improve outcomes. Build strong communication channels between customer-facing teams and internal stakeholders. Foster a customer-centric culture focused on accountability, collaboration, service excellence, and continuous improvement. QualificationsEducationBachelor's degree in Business Administration, Customer Experience Management, Marketing, Communications, Operations Management, or a related field. MBA or a master's degree in Business Administration, Management, or a related discipline preferred. Additional professional education in customer experience, service management, or organizational leadership is an advantage. Experience20+ years of progressive experience in customer success, customer experience, customer operations, account management, or related functions. 10+ years of senior leadership experience managing customer-facing teams or business functions. Demonstrated success improving customer satisfaction, retention, loyalty, and long-term customer value. Proven experience developing customer strategies, service standards, and scalable operating processes.