Head of Customer Experience & Loyalty (Remote)

Jobgether; Schweiz; Remote; CHF 41,000 - 54,000; Full time

Benefits offered by this job

Remote work

Flexible hours

Paid vacation

Well-being days

Team retreat

Wellness classes

Networking events

Career growth

Purpose-driven culture

Job summary

Jobgether is seeking a Head of Customer Experience to lead satisfaction, retention, loyalty, memberships, and repeat revenue across locations. You will manage a customer-facing team and build scalable processes to convert first-time visitors into loyal customers while collaborating with Marketing and Operations.

We value a data-driven leader with strong communication and a proactive, commercially minded approach who thrives in a fast-growing wellness brand focused on community and wellbeing.

Qualifications

• At least three years of experience in customer experience, customer retention, loyalty, customer success, or a related field.
• 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.
• Additional advantages: 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; experience implementing live chat, SMS support, or customer service sales programs.

Responsibilities

• 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.
• Test new ideas, evaluate results, and scale successful initiatives. Translate customer insights into actionable improvements and take ownership of measurable outcomes.

Skills

Customer Experience Leadership

People Management

Retention Initiatives

Analytics

CRM Systems

Revenue Opportunities

Operations & Project Mgmt

Communication & Organization

Commercial Mindset

Adaptability

Wellness Enthusiast

Tools

CRM systems

Job description

Jobgether is seeking a Head of Customer Experience to lead satisfaction, retention, loyalty, memberships, and repeat revenue across locations. You will manage a customer-facing team and build scalable processes to convert first-time visitors into loyal customers while collaborating with Marketing and Operations.

We value a data-driven leader with strong communication and a proactive, commercially minded approach who thrives in a fast-growing wellness brand focused on community and wellbeing.