Head of Customer Experience | Remote Wellness Growth

Jobgether; Gran Bretaña; A distancia; GBP 43.000 - 49.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote work flexibility

Flexible working hours

15 paid vacation days

Descripción de la vacante

Jobgether, a rapidly growing wellness brand in the United Kingdom, seeks a Head of Customer Experience to lead strategy for satisfaction, retention, loyalty, and memberships across locations. You will manage a customer-facing team, build scalable processes, and drive sustainable growth with data-driven decisions.

This remote role offers flexible hours and growth opportunities. You will partner with Marketing and Operations to optimize service delivery, membership performance, and lifecycle

Formación

• Three years of experience in customer experience, retention, loyalty, or related field.
• Experience leading or coaching a customer-facing team.
• Experience developing retention initiatives or membership strategies.
• Strong analytical skills to translate data into improvements.
• Experience with CRM systems and customer data.

Responsabilidades

• Lead and develop a high-performing Customer Experience team with clear expectations.
• Own service metrics: response times, resolution rates, satisfaction, and recovery.
• Develop scalable workflows, SOPs, and a knowledge base for growth.
• Improve accessibility across channels: email, phone, live chat, text.
• Identify opportunities to use automation and AI while keeping a personal touch.
• Own the customer feedback ecosystem and lifecycle communications.
• Collaborate with Marketing and Studio Operations to improve retention and revenue.
• Drive repeat bookings, higher lifetime value and membership growth.
• Oversee loyalty programs and referrals to boost visits and rebooking.
• Identify incremental revenue opportunities from customer interactions.

Conocimientos

Customer experience

Retention & loyalty

CRM systems

Team leadership

Data analysis

Descripción del empleo

Jobgether, a rapidly growing wellness brand in the United Kingdom, seeks a Head of Customer Experience to lead strategy for satisfaction, retention, loyalty, and memberships across locations. You will manage a customer-facing team, build scalable processes, and drive sustainable growth with data-driven decisions.

This remote role offers flexible hours and growth opportunities. You will partner with Marketing and Operations to optimize service delivery, membership performance, and lifecycle