Head of Customer Experience — Wellness Brand (Remote)

Jobgether; Australia; Remote; AUD 82,000 - 94,000; Full time

Benefits offered by this job

Remote work flexibility

Flexible working hours

Paid vacation days

Well-being days

Team retreats

Job summary

Jobgether in Australia is seeking a Head of Customer Experience to lead strategy for satisfaction, retention, loyalty, and memberships across multiple locations. You will manage a customer-facing team, build scalable processes, and drive growth through data-driven decisions and cross-functional collaboration.

The role focuses on optimizing the customer journey, improving service delivery, and developing engagement strategies with Marketing and Operations.

Qualifications

• At least three years of experience in customer experience, retention, loyalty, or related field.
• Experience managing or coaching a customer-facing team.
• Experience developing retention initiatives, loyalty programs, or membership strategies.
• Strong analytical skills with the ability to turn data into improvements.
• Experience working with CRM systems, customer service platforms, and customer data.
• Proven ability to identify revenue opportunities through customer service, retention, or related initiatives.
• Strong operational and project management skills.

Responsibilities

• Lead, coach, and develop a high-performing Customer Experience team.
• Own service performance metrics, including response times and satisfaction.
• Develop scalable workflows and a centralized knowledge base.
• Improve accessibility across channels (email, phone, live chat, text).
• Identify opportunities to improve efficiency via technology and automation.
• Own customer feedback ecosystem and analyze trends.
• Partner with Marketing and Studio Operations to drive retention campaigns.
• Develop strategies to increase repeat bookings and lifetime value.
• Oversee membership and class-pack performance, onboarding and renewals.
• Create and optimize loyalty and referral programs.
• Identify opportunities to generate incremental revenue from customer interactions.
• Set sales targets and incentives for customer service team.
• Own dashboards and reporting for customer metrics and revenue.

Skills

People leadership

Data-driven decisions

Analytical skills

Communication

Cross-functional collaboration

Tools

CRM systems

Customer service platforms

Job description

Jobgether in Australia is seeking a Head of Customer Experience to lead strategy for satisfaction, retention, loyalty, and memberships across multiple locations. You will manage a customer-facing team, build scalable processes, and drive growth through data-driven decisions and cross-functional collaboration.

The role focuses on optimizing the customer journey, improving service delivery, and developing engagement strategies with Marketing and Operations.