Head of Customer Experience & Loyalty — Wellness

Jobgether; España; Remote; EUR 44,000 - 58,000; Full time

Benefits offered by this job

Remote work flexibility

Flexible working hours

Paid vacation days

Well-being days

Networking opportunities

Job summary

Jobgether is partnering with a wellness brand to recruit a Head of Customer Experience in Spain. This remote role leads the strategy for customer satisfaction, retention, loyalty, memberships, and repeat revenue across multiple locations, guiding a customer-facing team and scalable processes.

You will collaborate with Marketing and Operations, build personalized engagement, optimize service delivery, and drive growth through data-driven decisions in a fast-growing wellness business.

Qualifications

• Minimum three years in customer experience, retention, loyalty, or related field.
• Experience leading or coaching a customer-facing team.
• Proven track record in retention initiatives and loyalty programs.
• Strong analytical skills to interpret customer data and drive improvements.
• Experience with CRM systems and customer data.

Responsibilities

• Lead, coach, and develop a high-performing CX team and set expectations.
• Own service performance metrics, establish standards and training.
• Develop scalable workflows, SOPs, and knowledge base.
• Improve channels (email, phone, live chat, SMS).
• Identify tech and automation opportunities while maintaining a personal touch.
• Own customer feedback ecosystem and lifecycle optimization.
• Collaborate with Marketing and Operations on retention campaigns.
• Drive repeat bookings, lifecycle value, and revenue from existing customers.
• Oversee membership and class-pack performance and churn reduction.
• Create and optimize loyalty and referral programs.
• Identify incremental revenue opportunities through customer interactions.
• Set CX sales targets and incentives that support commercial goals.
• Own dashboards and reporting on satisfaction, retention, and repeat revenue.
• Test ideas, scale successful initiatives, and turn insights into measurable outcomes.

Skills

Customer experience leadership

Team coaching

CRM systems

Data-driven decision making

Cross-functional collaboration

Tools

Salesforce

HubSpot

Job description

Jobgether is partnering with a wellness brand to recruit a Head of Customer Experience in Spain. This remote role leads the strategy for customer satisfaction, retention, loyalty, memberships, and repeat revenue across multiple locations, guiding a customer-facing team and scalable processes.

You will collaborate with Marketing and Operations, build personalized engagement, optimize service delivery, and drive growth through data-driven decisions in a fast-growing wellness business.