Head of Customer Experience & Growth

Jobgether; Santiago; Remote; CLP 48,857,000 - 63,756,000; Full time

Benefits offered by this job

Competitive compensation

Remote work flexibility

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 in Chile to lead a CX team, optimize the customer journey, and drive loyalty across locations. You will implement scalable processes, partner with Marketing and Operations, and focus on revenue growth through exceptional service.

The role emphasizes data-driven decision making, cross-functional collaboration, and a proactive approach to improving the customer experience for a wellness-focused brand with remote-friendly work arrangements.

Qualifications

• At least three years of experience in customer experience, retention, loyalty, or a related field.
• Experience leading or coaching a customer-facing team.
• Proven track record in retention initiatives or membership strategies.
• Strong analytics to turn data into actionable improvements.
• Experience with CRM systems and customer service platforms.
• Demonstrated ability to identify revenue opportunities through customer initiatives.
• Strong project management and cross-functional coordination skills.
• Excellent communication and interpersonal skills.
• Proactive, creative, commercially minded with test-and-learn mentality.
• Comfort in a fast-paced, high-growth environment.
• Genuine interest in wellness and engaged communities.
• Nice to have: boutique fitness, hospitality, or multi-location experience; marketing automation know-how.

Responsibilities

• Lead, coach, and develop a high-performing CX team with clear expectations.
• Own service performance metrics, establish standards, and training across locations.
• Build scalable workflows and a centralized knowledge base.
• Improve accessibility across channels: email, phone, live chat, and SMS.
• Leverage technology and automation to boost efficiency while staying customer-centric.
• Own the customer feedback ecosystem and analyze data to reduce friction.
• Collaborate with Marketing to design retention campaigns and lifecycle communications.
• Develop strategies to increase repeat bookings and lifetime value.
• Oversee membership and class-pack performance, onboarding and renewals.
• Create and optimize loyalty, referral, and upsell initiatives.
• Identify incremental revenue from bookings, memberships, and events.
• Set CX sales targets and incentive programs without harming service quality.
• Own dashboards tracking satisfaction, retention, and repeat revenue.
• Continuously test ideas and scale successful initiatives.

Skills

Team leadership

Customer retention

CRM platforms

Data analysis

Revenue opportunities

Project management

Communication

Wellness industry interest

Adaptability

Growth mindset

Tools

CRM software

Job description

Jobgether is seeking a Head of Customer Experience in Chile to lead a CX team, optimize the customer journey, and drive loyalty across locations. You will implement scalable processes, partner with Marketing and Operations, and focus on revenue growth through exceptional service.

The role emphasizes data-driven decision making, cross-functional collaboration, and a proactive approach to improving the customer experience for a wellness-focused brand with remote-friendly work arrangements.