Head of Customer Experience - Wellness & Loyalty

Jobgether; Belgique; Remote; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Remote work flexibility

Flexible working hours

Paid vacation

Well-being days

Annual team retreat

Complimentary wellness classes

Job summary

Jobgether, on behalf of its partner, is seeking a Head of Customer Experience based in Belgium. You will lead the CX strategy for satisfaction, retention, memberships, and repeat revenue, building scalable processes and a high-performing team while partnering with Marketing and Operations to improve the customer journey across locations.

This senior role focuses on customer insights, journey optimization, and revenue opportunities through loyalty programs and targeted campaigns.

Qualifications

• At least three years of experience in customer experience or related field.
• Experience managing a customer-facing team.
• Proven track record in retention, loyalty, or membership programs.
• Strong analytical skills and data-driven decision making.
• Experience with CRM systems and customer service platforms.

Responsibilities

• Lead, coach, and develop a high-performing Customer Experience team.
• Own service performance metrics and set training standards across locations.
• Develop scalable workflows, SOPs, and a knowledge base.
• Improve accessibility across channels (email, phone, live chat, SMS).
• Identify opportunities to improve efficiency through technology and automation.
• Own the customer feedback ecosystem and analyze data to reduce friction.
• Collaborate with Marketing to develop retention campaigns and lifecycle communications.
• Develop strategies to increase repeat bookings and loyalty.
• Oversee membership and program performance including renewals and churn reduction.
• Create and optimize referral programs and upsell opportunities.

Skills

Leadership

Strategy & Planning

Analytics

CRM & Retention

Cross-functional Collaboration

Tools

CRM systems

Customer service platforms

Marketing automation

Data dashboards

Job description

Jobgether, on behalf of its partner, is seeking a Head of Customer Experience based in Belgium. You will lead the CX strategy for satisfaction, retention, memberships, and repeat revenue, building scalable processes and a high-performing team while partnering with Marketing and Operations to improve the customer journey across locations.

This senior role focuses on customer insights, journey optimization, and revenue opportunities through loyalty programs and targeted campaigns.