IT-Services

Company Description Laramy Group invests in profitable Dominican food, beverage, and beauty businesses and provides the complete infrastructure needed to scale into US markets. The firm addresses a key gap for founders who have grown strong local brands but are too large for microfinance and too small for traditional private equity, while facing capital, technology, and visa barriers. Through an integrated model, Laramy Group combines growth equity investment, a full e-commerce technology platform, and US market access via L-1 visa sponsorship. Founders receive support in building Shopify and Amazon channels, managing inventory and marketing automation, and navigating FDA compliance and US legal entity formation. This approach enables Dominican entrepreneurs to expand their Caribbean brands in the US without piecing together separate agencies, consultants, and legal advisors.
Role Description The Chief Customer Officer is a full-time, remote leadership role responsible for defining and driving the overall customer strategy across Laramy Group’s portfolio of Dominican brands. This role oversees the end-to-end customer journey, ensuring a consistent, high-quality experience across direct-to-consumer, marketplace, and B2B channels in the US and Dominican Republic. Day-to-day responsibilities include leading customer experience initiatives, setting service standards, and implementing feedback loops that inform product, marketing, and operational decisions. The Chief Customer Officer collaborates closely with founders, internal e-commerce and operations teams, and external partners to improve retention, loyalty, and lifetime value. The role also involves building and managing account management processes, supporting revenue growth, and providing strategic guidance on customer-centric practices for each portfolio company.
Qualifications
1. Customer Strategy & Experience Leadership
Develop and execute the company's global customer strategy.
Establish customer experience standards, priorities, and performance goals.
Align customer initiatives with business objectives and growth strategies.
Identify opportunities to improve customer satisfaction and long-term value.
Serve as a strategic customer advisor to the CEO and Executive Leadership Team.
2. Customer Success & Retention
Lead Customer Success strategies to improve adoption and customer outcomes.
Develop programs that strengthen customer relationships and loyalty.
Establish proactive customer retention and churn prevention initiatives.
Improve customer onboarding, engagement, and time-to-value.
Identify opportunities to increase customer lifetime value and account growth.
3. Customer Support & Service Excellence
Oversee customer support operations, service delivery, and escalation processes.
Establish service standards, response targets, and resolution procedures.
Improve customer support efficiency and service quality.
Implement scalable support processes across customer channels.
Ensure consistent, high-quality customer service throughout the customer journey.
4. Voice of the Customer & Customer Insights
Establish Voice of the Customer (VoC) programs and feedback channels.
Analyze customer feedback, satisfaction surveys, and support trends.
Identify recurring customer pain points and opportunities for improvement.
Translate customer insights into actionable business recommendations.
Partner with Product and Operations to improve products and services.
5. Customer Growth & Commercial Strategy
Identify opportunities to increase customer retention and account expansion.
Partner with Sales on strategic accounts and customer growth initiatives.
Support upselling, cross-selling, and customer relationship development.
Strengthen relationships with key customers and enterprise accounts.
Align customer strategies with revenue retention and business growth objectives.
6. Customer Analytics & Performance Management
Establish customer KPIs, dashboards, and reporting frameworks.
Monitor customer satisfaction, retention, churn, engagement, and loyalty.
Analyze customer lifecycle performance and service effectiveness.
Use data-driven insights to improve customer strategies and resource allocation.
Present customer performance trends and recommendations to Executive Leadership.
7. Cross-Functional Executive Leadership
Collaborate with Sales, Marketing, Product, Operations, and Revenue Operations.
Align customer initiatives with product development and commercial priorities.
Communicate customer needs and business opportunities across departments.
Coordinate cross-functional initiatives to resolve customer issues.
Ensure customer insights inform company strategy and decision-making.
8. Customer Organization Leadership
Build and lead a high-performing global Customer organization.
Recruit, mentor, and develop customer-facing leaders and teams.
Establish organizational structures, performance standards, and accountability.
Improve operational efficiency, team collaboration, and service consistency.
Foster a customer-centric culture focused on ownership, innovation, and continuous improvement.
QualificationsEducation
Bachelor's degree in Business Administration, Marketing, Customer Experience, Operations, Communications, or a related field.
MBA or Master's degree preferred.
Experience
20+ years of progressive experience in Customer Success, Customer Experience, Customer Operations, or related functions.
10+ years of senior leadership experience managing customer-facing organizations.
Proven success improving customer satisfaction, retention, engagement, and loyalty.
Experience leading customer success, support, experience, and lifecycle management functions.
Strong understanding of customer analytics, service operations, and customer growth strategies.
Demonstrated ability to manage strategic customer relationships and cross-functional initiatives.
Excellent communication, analytical, strategic planning, and executive leadership skills.

Work arrangement
No