Head of Customer Experience: Wellness & Membership Growth

Jobgether; Norway; Teletrabalho; NOK 537 000 - 614 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Remote work flexibility

Flexible working hours

15 paid vacation days annually

Well-being days

Annual team retreat

Resumo da oferta

Jobgether is seeking a Head of Customer Experience for a remote role based in Norway. You will shape customer satisfaction, retention, loyalty, and repeat revenue across locations while leading a growing CX team.

You will implement scalable processes, optimize the customer journey, and drive revenue through memberships and targeted campaigns. The role requires strategic thinking, analytics, and collaboration with Marketing and Operations.

Qualificações

• 3+ years in customer experience, retention, loyalty, or related field.
• Experience leading or coaching a customer-facing team.
• Experience developing retention initiatives or loyalty programs.
• Strong analytical skills to interpret customer data and feedback.

Responsabilidades

• Lead and develop a high-performing CX team across locations.
• Own service metrics: response times, resolution rates, CSAT, service recovery.
• Develop scalable workflows, SOPs, and knowledge base.
• Improve channels: email, phone, live chat, SMS.
• Identify opportunities with automation and AI while preserving personal touch.
• Own customer feedback ecosystem: surveys, reviews, satisfaction tracking.
• Collaborate with Marketing and Studio Operations to improve retention and lifecycle communications.
• Drive membership and class-pack growth and repeat revenue.
• Define sales targets for CX team that align with commercial goals.
• Own dashboards and reporting on satisfaction, retention, and revenue.

Conhecimentos

Leadership

Customer experience

Analytics

Communication

Project management

Problem solving

Adaptability

Ferramentas

CRM systems

Customer service platforms

Marketing automation

Data analysis tools

Descrição da oferta de emprego

Jobgether is seeking a Head of Customer Experience for a remote role based in Norway. You will shape customer satisfaction, retention, loyalty, and repeat revenue across locations while leading a growing CX team.

You will implement scalable processes, optimize the customer journey, and drive revenue through memberships and targeted campaigns. The role requires strategic thinking, analytics, and collaboration with Marketing and Operations.