Head of Customer Experience

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Head of Customer Experience based in United States. Join a fast-growing wellness business transforming how people connect, recharge, and experience well-being through memorable, community-driven activities. As Head of Customer Experience, you will lead the strategy for customer satisfaction, retention, loyalty, memberships, and repeat revenue across multiple locations. You will manage and develop a customer-facing team while building scalable processes that turn first-time visitors into loyal, long-term customers. Combining customer-centric leadership with commercial thinking and data-driven decision-making, you will identify opportunities to improve the customer journey and drive sustainable growth. Working cross-functionally with Marketing and Operations, you will develop personalized engagement strategies, strengthen membership performance, and optimize service delivery. This remote opportunity offers flexible working arrangements, professional growth, and the chance to help shape the customer experience of an ambitious, expanding wellness brand. 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.