Head of Customer Experience — Remote Wellness Growth

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

Benefits offered by this job

Remote work

Flexible hours

15 paid vacation days

Well-being days

Team retreat

Wellness classes for you and family

Networking events

Career growth opportunities

Purpose-driven culture

Job summary

Jobgether, a fast-growing wellness brand, seeks a Head of Customer Experience in Finland. Lead the strategy for satisfaction, retention, memberships, and repeat revenue, building scalable processes and a customer-centric culture across multiple locations. Remote-friendly, with growth opportunities.

Manage a customer-facing team, partner with Marketing and Operations, and drive initiatives to improve the customer journey, loyalty, and lifetime value while maintaining exceptional service standards.

Qualifications

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

Responsibilities

• Lead and develop a high-performing CX team.
• Own service metrics and improve satisfaction across locations.
• Develop scalable workflows and a centralized knowledge base.
• Improve accessibility across channels (email, phone, live chat, text).
• Identify opportunities to use automation and AI while keeping a personal touch.
• Own customer feedback ecosystem and lifecycle campaigns.
• Collaborate with Marketing and Studio Operations to drive retention and campaigns.
• Drive repeat revenue, loyalty programs, and membership growth.
• Set CX targets and incentive programs aligned with commercial goals.
• Create dashboards and report ROI on CX initiatives.
• Test ideas, measure results, and scale successful initiatives.

Skills

Customer experience leadership

Team coaching

Data-driven decision making

CRM systems experience

Cross-functional collaboration

Analytical thinking

Communication skills

Commercial mindset

Tools

CRM platforms

Customer service platforms

Data analytics tools

Job description

Jobgether, a fast-growing wellness brand, seeks a Head of Customer Experience in Finland. Lead the strategy for satisfaction, retention, memberships, and repeat revenue, building scalable processes and a customer-centric culture across multiple locations. Remote-friendly, with growth opportunities.

Manage a customer-facing team, partner with Marketing and Operations, and drive initiatives to improve the customer journey, loyalty, and lifetime value while maintaining exceptional service standards.