Remote Head of Customer Experience — Wellness & Loyalty

Jobgether; Italia; Remote; EUR 51.000 - 58.000; Vollzeit

Benefits dieser Stelle

Remote work flexibility

Flexible working hours

Paid vacation

Additional holidays

Well-being days

Annual team retreat

Complimentary wellness classes

Networking opportunities

Partnership with high-profile brands

Career growth

Zusammenfassung

Jobgether is seeking a Head of Customer Experience in Italy to lead strategy for customer satisfaction, retention, memberships, and repeat revenue across locations. You will build and manage a customer-facing team while developing scalable processes that turn first-time visitors into loyal customers.

Combining customer-centric leadership with commercial thinking and data-driven decisions, you will optimize the customer journey across channels.

Qualifikationen

• 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.

Aufgaben

• Lead, coach, and develop a high-performing Customer Experience team.
• Own service performance metrics and establish standards across locations.
• Develop scalable workflows, SOPs, and a centralized knowledge base.
• Improve accessibility and responsiveness across email, phone, live chat, and SMS.
• Identify opportunities to improve operational efficiency through technology, automation, and AI while keeping a personal touch.
• Own the customer feedback ecosystem and analyze trends to reduce friction.
• Collaborate with Marketing and Studio Operations on retention campaigns and lifecycle communications.
• Drive repeat bookings, loyalty, and revenue from existing customers.
• Oversee membership and class-pack performance, onboarding, engagement, renewals, and churn reduction.
• Create and optimize loyalty and referral programs.
• Identify opportunities to generate incremental revenue through customer interactions.
• Establish sales targets and incentives aligned with commercial goals.
• Own dashboards and reporting for satisfaction, retention, memberships, and revenue.
• Test new ideas, scale successful initiatives, and translate insights into action.

Kenntnisse

Customer experience

Team leadership

Analytics

CRM systems

Operations management

Cross-functional collaboration

Problem solving

Communication

Commercial mindset

Data-driven decision making

Tools

CRM systems

Customer service platforms

Jobbeschreibung

Jobgether is seeking a Head of Customer Experience in Italy to lead strategy for customer satisfaction, retention, memberships, and repeat revenue across locations. You will build and manage a customer-facing team while developing scalable processes that turn first-time visitors into loyal customers.

Combining customer-centric leadership with commercial thinking and data-driven decisions, you will optimize the customer journey across channels.