Head of Customer Experience & Loyalty (Remote)

Jobgether; México; Remote; MXN 1,108,000 - 1,569,000; Full time

Benefits offered by this job

Competitive compensation

Remote work flexibility

Flexible working hours

Paid vacation days

Job summary

Jobgether, in collaboration with a partner wellness brand, seeks a Head of Customer Experience based in Mexico. You will lead strategy for customer satisfaction, retention, memberships, and repeat revenue across locations.

You will manage a customer-facing team while building scalable processes to turn first-time visitors into loyal, long-term customers. Combining customer-centric leadership with commercial thinking and data-driven decision-making, you will identify opportunities to improve the

Qualifications

• 3+ years in customer experience, retention, loyalty, or related field.
• Experience leading a customer-facing team.
• Proven ability to develop retention initiatives and memberships.
• Strong analytical skills and data-driven decision making.
• Experience with CRM systems and customer data.

Responsibilities

• Lead and develop a high-performing Customer Experience team.
• Own service metrics: response times, resolution, CSAT, and recovery.
• Develop scalable workflows and SOPs for growth.
• Improve channels: email, phone, live chat, SMS.
• Leverage automation/AI while preserving a personal touch.
• Own customer feedback ecosystem and analyze behavior.
• Collaborate with Marketing and Operations on retention campaigns.
• Drive loyalty, memberships and repeat revenue.
• Oversee memberships and class-pack performance and churn reduction.
• Create loyalty/referral programs to encourage repeat visits.
• Identify revenue opportunities through customer interactions.
• Set CS sales targets and incentives.
• Own dashboards/reports on satisfaction, retention, revenue.
• Test ideas, scale successful initiatives, and measure outcomes.

Skills

Leadership and team coaching

CRM systems experience

Analytics and data interpretation

Cross-functional collaboration

Project management

Customer service excellence

Tools

CRM systems

Customer service platforms

Job description

Jobgether, in collaboration with a partner wellness brand, seeks a Head of Customer Experience based in Mexico. You will lead strategy for customer satisfaction, retention, memberships, and repeat revenue across locations.

You will manage a customer-facing team while building scalable processes to turn first-time visitors into loyal, long-term customers. Combining customer-centric leadership with commercial thinking and data-driven decision-making, you will identify opportunities to improve the