Head of Customer Experience

Head Of Customer Experience

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:

• Lead, coach, and develop a high-performing Customer Experience team, setting clear expectations and fostering a culture of accountability, empathy, and continuous improvement.

• Own service performance metrics, including response times, resolution rates, customer satisfaction, and service recovery. Establish consistent service standards and training programs across locations.

• Develop efficient workflows, standard operating procedures, and a centralized knowledge base to support consistent customer service as the business expands.

• Improve accessibility and responsiveness across communication channels, including email, phone, live chat, and text messaging.

• Identify opportunities to improve operational efficiency through customer service technology, automation, and AI while preserving a personal, customer-focused approach.

• 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.

• 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.

• Develop and execute strategies that increase repeat bookings, purchase frequency, customer lifetime value, and revenue from existing customers.

• Oversee membership and class-pack performance, including conversion, onboarding, engagement, renewals, and churn reduction.

• Create and optimize initiatives that encourage repeat visits, referrals, rebooking, and customer win-back.

• Identify opportunities to generate incremental revenue through customer interactions, including bookings, membership upgrades, and qualified private-event leads.

• Establish customer service sales targets and incentive programs that motivate the team to achieve commercial goals without compromising service quality.

• 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.

• 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.

• 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:

• 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.

• The opportunity to work remotely, with location and employment arrangements subject to confirmation during recruitment.

• Flexibility to organize work within the stated window of 8:00 a.m. to 7:00 p.m.

• 15 paid vacation days annually.

• Gifted days off on Christmas Eve and New Year's Eve.

• Three paid well-being days per year.

• Opportunities to connect, collaborate, and build relationships with colleagues.

• Unlimited classes for you, your family, and your friends.

• Access to networking gatherings and invitation-only events in your city and beyond.

• Opportunities to work with high-profile clients and major global brands.

• The chance to join a rapidly expanding startup with opportunities for increased responsibility and professional development.

• An environment that values care, adaptability, accountability, happiness, and consistently raising standards.