Head of Customer Experience
$80,500 - $92,000/yr
Accountabilities Customer experience and team leadership: Lead, coach, and develop a high-performing Customer Experience team, setting clear expectations and fostering a culture of accountability, empathy, and continuous improvement. Customer service excellence: Own service performance metrics, including response times, resolution rates, customer satisfaction, and service recovery. Establish consistent service standards and training programs across locations. Scalable systems and processes: Develop efficient workflows, standard operating procedures, and a centralized knowledge base to support consistent customer service as the business expands. Customer support channels: Improve accessibility and responsiveness across communication channels, including email, phone, live chat, and text messaging. Technology and automation: Identify opportunities to improve operational efficiency through customer service technology, automation, and AI while preserving a personal, customer-focused approach. Customer journey optimization: Own the customer feedback ecosystem, including surveys, reviews, satisfaction tracking, and online reputation management. Analyze feedback and customer behavior to identify friction points and improvement opportunities. Cross-functional collaboration: Partner with Studio Operations to improve the end-to-end guest experience and collaborate with Marketing to develop effective retention campaigns, personalized offers, and lifecycle communications. Customer retention and loyalty: Develop and execute strategies that increase repeat bookings, purchase frequency, customer lifetime value, and revenue from existing customers. Membership and class-pack growth: Oversee membership and class-pack performance, including conversion, onboarding, engagement, renewals, and churn reduction. Loyalty and referral programs: Create and optimize initiatives that encourage repeat visits, referrals, rebooking, and customer win-back. Revenue generation: Identify opportunities to generate incremental revenue through customer interactions, including bookings, membership upgrades, and qualified private-event leads. Sales performance management: Establish customer service sales targets and incentive programs that motivate the team to achieve commercial goals without compromising service quality. Analytics and reporting: Own dashboards and reporting for customer satisfaction, retention, memberships, customer service sales, and repeat revenue. Monitor trends, measure return on investment, and prioritize initiatives based on business impact. Continuous improvement: Test new ideas, evaluate results, and scale successful initiatives. Translate customer insights into actionable improvements and take ownership of measurable outcomes. Requirements: At least three years of experience in customer experience, customer retention, loyalty, customer success, or a related field. Previous experience managing, leading, or coaching a customer-facing team. Demonstrated experience developing and implementing customer retention initiatives, loyalty programs, or membership strategies. Strong analytical skills, with the ability to interpret customer data and feedback and turn insights into measurable improvements. Experience working with CRM systems, customer service platforms, and customer data. Proven ability to identify and develop revenue opportunities through customer service, customer success, or retention initiatives. Strong operational and project management skills, including experience improving processes, implementing systems, and coordinating cross-functional projects. Excellent communication, organization, and problem-solving skills, with the ability to motivate teams and collaborate across departments. A proactive, creative, and commercially minded approach, with a willingness to test new ideas and optimize performance based on results. Comfort working in a fast-paced, high-growth business where priorities evolve and adaptability is essential. A genuine interest in customer experience, wellness, and building engaged communities. Additional advantages: Experience in boutique fitness, wellness, hospitality, or multi-location consumer businesses; familiarity with membership or subscription-based business models; knowledge of customer lifecycle campaigns, marketing automation, and segmentation; experience improving retention across physical locations; and experience implementing live chat, SMS support, or customer service sales programs. Benefits: Competitive compensation: Total on-target earnings of CAD 80,500–92,000, comprising a base salary of CAD 70,000–80,000 and a performance-based bonus of up to 15% of base salary. Remote work flexibility: The opportunity to work remotely, with location and employment arrangements subject to confirmation during recruitment. Flexible working hours: Flexibility to organize work within the stated window of 8:00 a.m. to 7:00 p.m. Paid vacation: 15 paid vacation days annually. Additional holidays: Gifted days off on Christmas Eve and New Year's Eve. Well-being support: Three paid well-being days per year. Annual team retreat: Opportunities to connect, collaborate, and build relationships with colleagues. Complimentary wellness classes: Unlimited classes for you, your family, and your friends. Unique networking opportunities: Access to networking gatherings and invitation-only events in your city and beyond. Exciting partnerships: Opportunities to work with high-profile clients and major global brands. Career growth: The chance to join a rapidly expanding startup with opportunities for increased responsibility and professional development. Purpose-driven culture: An environment that values care, adaptability, accountability, happiness, and consistently raising standards. How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1