Chief Digital Officer

High-quality dietary supplements start-up

The Client 

 

Our Client specializes in production of the highest-quality dietary supplements based on uniquely designed formulas. It is a privately owned start-up. 

The Position

 

Due to the dynamic expansion of the company’ business, there is a need of appointing a top-class executive with the mission of further acceleration of direct-to-consumer growth. 

 

The CDO will be responsible for creating, developing and implementing the successful commercial strategy in order to continue company’s fast-track global business performance. He or She will lead the company's customer acquisition, performance marketing and e-commerce strategy to drive sustainable commercial growth across all revenue channels with special attention and focus on further development and professionalization of own e-commerce. 

Reporting directly to CEO, the job holder will be a member of Management Team. He or She will take responsibility of a highly talented 45-people team embracing following competence areas:  

Own e-commerce platform/ Product Team (9 developers) 

Performance Marketing (outsourced) 

Marketing Automation (2-3 people) 

CRM/Analytics/Business Intelligence/Strategic Insights (2 people) 

Customer Care/Call Center – inbound & outbound (currently 30 people, with the perspective to reach 45) 

 

The Chief Digital Officer should be a digital business passionate and practitioner, ready to broaden his professional knowledge and eager to share with already gained expertise. An ideal candidate for this role should be an entrepreneurial hands-on leader with strong commercial acumen and drive and a business strategist with data-based and customer-centric approach. 

Responsibility:
 

Strategic & Commercial: 

  • Drive sustainable commercial growth in direct sales channels (as well as marketplaces and drop-shipping channels - potentially) with strong focus on stimulating revenue.  

  • Create and implement Performance Marketing & e-commerce strategy: responsibility for full-funnel customer acquisition (SEO, PPC, Affiliate, Social Media, Display Programmatic, Strategic Partnerships) as well as customer retention (Email, SMS, Referral & Loyalty program) across all markets  

  • Oversee all aspects of product and performance marketing across the online platform, including awareness, consideration, acquisition, conversion and loyalty 

  • Provide analytical insights as well as initiate and execute cross-functional projects and tools that drive revenue for the business  

  • Achieve maximum profitability and growth in accordance with organization plans 

  • Employ robust data science, analytics and experimentation methods, develop and execute best practice and strategy for data and management insights 

  • Foster a culture of A/B testing and data-informed decision making. 

  • Lead and develop the team to enhance performance by setting clear accountable performance measures.  

CRM & Customer Experience:

  • Leading the organization's CRM and customer experience functions within revenue-driven agenda. 

  • Deliver a top-notch customer experience with a consistent customer journey across all channels.  

  • Implement optimizations within customer journey processes 

  • Provide insights and initiatives towards agile and efficient operating model that will simplify the company’s processes to deliver better value for money, explore new ways of working in order to stimulate the company’s understanding
of the customer journey, boost its customer intelligence skills and develop an omni-channel approach.   

  • Empower and engage the Customer Care Team.  

  • Choose and implement new tools and technologies to better serve the customer.  

  • Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to the other Management Team Members.  

  • Act as the Voice of the Customer across the organisation.  

  • Work effectively with all peers and the board/stakeholders, Commercial and Finance, Marketing, Operations to negotiate and influence customer improvements.

New Initiatives:

  • Initiate new solutions and projects that will affect the income in digital areas 

  • Create plans and strategies for developing new business. 

Location: Warsaw