Chief Operations Officer – Digital Loyalty
The Company:
A rapidly growing loyalty platform startup that partners with cafes, restaurants, and local retail businesses across Ireland and the UK to create engaging customer loyalty experiences and boost customer retention.
Position Overview:
The COO will oversee all aspects of commercial operations, including sales, marketing, revenue generation, business development, and customer retention. This role is pivotal in our expansion into new markets, introduction of products to new verticals, development of scalable sales processes, acquisition of valuable customers, enhancement of customer lifetime value, and the overall creation of profitable growth.
Key Responsibilities:
Strategic Leadership:
Take ownership of commercial objectives, ensuring they align with our company’s goals.
Collaborate with the CEO and other C-suite members to synchronize the commercial vision with operational capabilities.
Sales and Marketing:
Manage the sales and marketing teams to develop and execute impactful strategies, ensuring the achievement of individual and team targets.
Increase the number of new customers added each month through various channels, fostering exponential platform growth.
Business Development and Partnerships:
Identify new business opportunities to expand market share, including new markets and verticals. Establish and maintain enduring relationships with key partners, such as integration and referral partners.
Customer Success:
Ensure a high level of customer satisfaction and retention.
Enhance customer lifetime value through data-driven approaches.
Operational Excellence:
Embrace an operational/systems thinking mindset to streamline processes.
Develop highly automated and integrated processes across the commercial spectrum.
Collaborate with the finance team to ensure that commercial teams meet revenue targets while staying within budget.
Display strong financial and statistical literacy in all commercial endeavors.
The COO will be responsible for tracking and optimizing the following KPIs:
- New Trials Started
- Trial Conversion Rate
- Demo Conversion Rate
- Region Penetration Density
- Sales per Rep
- Sales Velocity
- Average Revenue Per Customer (ARPU)
- Customer Lifetime and Lifetime Value (LTV)
- Net Revenue Retention (NRR)
- Customer Acquisition Cost (CAC) for various channels
- Average Payback Period
- Monthly Recurring Revenue (MRR) / Annual Recurring Revenue (ARR)
Requirements:
- Minimum of 7+ years of business experience, including leadership roles such as COO, Head of Sales, Head of Growth, CCO, CRO, or Commercial Director.
- Ideal experience includes scaling up a company to over 3M+ ARR, with previous experience in platform startups being a plus.
- Strong communication and leadership skills.
- Bachelor’s degree in Business, Marketing, Information Systems, or a related field; an MBA is a plus.
- Willingness to travel as needed for business expansion and team training.
- Proficiency with modern CRMs like Hubspot or Salesforce.
- Experience with payment processing platforms like Stripe and financial tools like Quickbooks, Sage, Xero, or Spendesk.
- High-level knowledge of digital marketing tools, such as Google Ads and Meta Ads.
- Experience with modern productivity and process tools like Confluence, Monday, Slack, Notion, etc.
