A Chief Commercial Officer (CCO) is the executive in charge of a company’s or group’s strategy and direction in areas like product development, customer service, and marketing. The role of a CCO is an executive position that reports directly to the chief executive officer, similar to that of a chief financial officer (CFO) or a chief operating officer (COO) (CEO). In the early twenty-first century, this position is relatively new to the business world.
As the Internet has grown and opened up new avenues for organizational expansion, more companies are realizing the importance of having a chief commercial officer with a strong marketing background. These officers are frequently involved in an organization’s marketing campaigns and typically have the final say on the direction the organization takes in its efforts. To determine where to focus marketing campaigns, a CCO may look at demographic data and sales figures. This means he or she will be expected to work closely with the chief financial officer as well as any advertising agencies, branding consultants, or creative teams that have been hired to work on a particular campaign.
One of the chief commercial officer’s responsibilities, if he works for a company that makes products, is to keep in touch with and receive reports from any engineering teams so that he can guide the company’s value to the customer. In addition, he or she is directly responsible for customer service, complaints, and product liability issues. As a result, a CCO would need to be well-versed in the company’s products’ strengths and weaknesses. A CCO is responsible for every aspect of customer interaction, from policy and procedure in brick and mortar establishments to customer interfaces online, in terms of customer service. The chief commercial officer is responsible for how customers perceive the company’s brand and how the company provides the best possible customer experience.
Most chief commercial officer positions require executive experience, a strong educational background in a related field, and a strong background in marketing and customer service. A candidate should also have a forward-thinking attitude, utilizing emerging technologies such as the Internet and social media to their full potential. Because he will have to justify his decisions to the organization’s board and shareholders, a CCO should have a solid track record of success in return on investment, just like any other executive marketing or customer-service-related position.