Head of Customer Experience
Core
Lead strategy for customer satisfaction, retention, loyalty, and repeat revenue across multiple locations for a fast-growing wellness business.
Role type
Senior leadership customer experience head
Builds
Scalable customer service processes, membership performance, and personalized engagement strategies
Domain
Wellness / Fitness / Hospitality
Required skills
Customer experience leadership, team management, retention strategy, data analysis, CRM systems, process improvement, cross-functional collaboration, revenue generation, membership management, loyalty program design
Preferred skills
Boutique fitness experience, multi-location operations, subscription business models, marketing automation, live chat/SMS support, customer service sales programs
Responsibilities
Lead and develop a high-performing Customer Experience team; Own service performance metrics and establish service standards; Develop efficient workflows and SOPs; Improve accessibility across communication channels; Identify opportunities for automation and AI; Own the customer feedback ecosystem; Partner with Operations and Marketing for retention campaigns; Develop strategies to increase repeat bookings and lifetime value; Oversee membership and class-pack performance; Create loyalty and referral programs; Identify revenue generation opportunities; Establish sales targets and incentive programs; Own dashboards and reporting for customer metrics; Test new ideas and scale successful initiatives