ThirdWaveICT
Chief Customer Officer
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Company Description
ThirdWaveICT is a technology-focused organization dedicated to helping clients modernize and optimize their digital ecosystems. The company specializes in innovative ICT solutions that enable organizations to improve operational efficiency, elevate customer experiences, and drive sustainable growth. ThirdWaveICT values collaboration, transparency, and continuous improvement, encouraging team members to contribute ideas that shape products and services. The organization offers a flexible, remote-friendly environment and supports professional development for individuals who want to lead meaningful change in customer-focused technology.
Role Description
The Chief Customer Officer at ThirdWaveICT is a full-time, remote role responsible for defining and executing the overall customer strategy across the organization. This role oversees customer experience, success, support, and engagement, ensuring consistent, high-quality interactions at every touchpoint.
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Day-to-day responsibilities include:
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- Setting customer-centric goals and KPIs
- Leading cross-functional initiatives to improve retention and satisfaction
- Partnering with product, sales, and marketing to align offerings with client needs
- Reviewing customer feedback and data
- Guiding the design of scalable processes
- Mentoring customer-facing teams
- Representing the voice of the customer in executive decision-making
This leader will also contribute to strategic planning, manage key customer relationships, and champion a culture that prioritizes long-term value for clients.
Qualifications
- Proven leadership experience overseeing customer success, support, or experience functions in a technology or ICT-focused organization.
- Demonstrated ability to create and implement customer strategies that improve satisfaction, retention, and lifetime value.
- Strong skills in stakeholder management, cross-functional collaboration, and executive-level communication.
- Experience using customer data, analytics, and feedback systems to drive decisions and optimize processes.
- Background in designing scalable customer operations, including workflows, playbooks, and performance metrics.
- Ability to build, mentor, and develop diverse, high-performing teams in a remote environment.
- Comfort working with digital products and ICT solutions; familiarity with SaaS or enterprise platforms is beneficial.
- Strategic mindset with the ability to balance customer advocacy and business priorities.
- Bachelor’s degree in Business, Management, Communications, or a related field; advanced degree or equivalent experience is an advantage.
- Fluency in written and spoken English and strong presentation skills suitable for internal and external stakeholders.
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