Chief Delivery Officer

The organisation

The organisation is a sustainably growing MarTech business.

The goal of this position is to have an overall positive impact on customer satisfaction and ultimately reduce friction within the customer journey, enabling standardization and scaling.

Within this, the CDO will be a collaborator and be able to influence the culture in a way in which the teams are working together effectively; creating a common language and understanding. Alongside this, the CDO must be customer obsessed and be able to help deliver the customer perspective internally. 

From a cultural perspective, we are at an exciting time of growth and we need a CDO who embodies this. The correct person will recognize this opportunity and be excited by it. Successful people are here are accountable, take their work seriously but not themselves and treat one another with respect. The correct person must be able to deliver and receive feedback (radical Candor) and harness teams with a servant leadership and collaborative mindset. 

The position

The main goals of the CDO is to:

''have a positive influence on customer satisfaction.''
The customer satisfaction can be divided into 2 different areas: from a technical perspective and from a usage perspective. 

• Technical view = provision and availability
• Usage view = from the user's perspective, documentation, UX/UI

To further develop ourselves as a product company, i.e.

• Have a product where the platform is automated and can scale.
• Creating standards and rules for working with the customer
• i.e. That we also say no to the customer.

Positively impact internal collaboration

Saying no to internal departments when they do / plan things that do not contribute positively to customer satisfaction or in crease the customer's value (e.g. updates at the customer's peak times). Challenging the product team on feature releases and helping with priorities is a must. Therefore being able to work with both the head of product and CTO is essential. 

Tasks & responsibilities

Main tasks

The CDO is responsible for the areas of

• “technical operations/platform” and
• “service delivery and support”.

He or She has two managers who take care of this operationally. The CDO works tactically/strategically on the topics (together with his managers).

Secondary tasks

• to support us in understanding and evaluating the customer perspective from a delivery perspective.
• supports us in establishing more standards in “working with the customer”, which will develop us further in terms of product-company
• has a positive impact on the work culture and work environment.
• employees can work efficiently and effectively (i.e. achieve goals and develop us further into a product company with what they do on a daily basis).

Candidate profile

In order for the CDO to be successful with us, he must have various skills:

• He must be able to operate in the SaaS environment.
• They must have in-depth technical knowledge so that they can discuss with the CTO or the Teamlead Platform at tech level, for example.
• He must have a strong customer orientation, i.e. he must understand what the customer needs, he must be able to communicate with the customer, he must be able to assess and evaluate our product appropriately based on the customer's needs (what our product brings to the customer but also what impact every small change has on the customer).
• The CDO should know and understand the various jobs in the area. They should not have to learn how operational customer support or the provision of systems/software first.
• He must lead the way as a manager and exemplify the things he preaches.
• He must have a modern approach to leadership.
• He must be able to work with other people / departments.
• He is there to enable his employees to shine.
• The CDO must be experienced in dealing with change.
• The CDO must be able to think and act in a systematic and structured manner.
• The CDO must be able to work sustainably.
• The CDO must be able to delegate.
• The CDO must be open to new and different perspectives and opinions. He has many experts in his field.
• They should be able to listen to them and question and change their own opinions.
• The CDO must be able to accept and deal with problems. They must be able to correctly assess and evaluate them.
• Based on the assessment/evaluation of the problem, the CDO should ensure that a) the problem is solved directly and b) precautions are taken to prevent the problem from happening a second time.
• Can be a first time C level. 
• Should be willing to come to office 1 or 2 days a week. 

 Other:

• He must speak German fluently.
• He must live in the Cologne/Bonn area (+-1.5h drive).

Interested?

You can apply for this position by using the link below.