Head of Customer Experience & Growth - Remote

Jobgether; Portugal; Remote; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Remote work flexibility

Flexible working hours

Paid vacation

Well-being days

Annual team retreat

Job summary

Jobgether, on behalf of a partner in Portugal, seeks a Head of Customer Experience to lead customer satisfaction, retention, and loyalty across multiple locations. You will manage a customer-facing team, build scalable processes, and drive repeat revenue with data-driven decisions.

The role collaborates with Marketing and Operations to enhance the guest journey, optimize service delivery, and create personalized engagement strategies.

Qualifications

• At least three years in customer experience, retention, loyalty, or related field.
• Experience leading or coaching a customer-facing team.
• Proven ability to develop retention initiatives, loyalty programs, or membership strategies.
• Strong analytical skills to interpret customer data and drive improvements.

Responsibilities

• Lead, coach, and develop a high-performing Customer Experience team with clear expectations.
• Own service performance metrics, establish standards, and train across locations.
• Develop scalable workflows, SOPs, and a centralized knowledge base.
• Improve accessibility across channels including email, phone, live chat, and text messaging.
• Identify opportunities to improve efficiency through tech, automation, and AI while keeping a personal touch.
• Own the customer feedback ecosystem and analyze data to reduce friction points.
• Collaborate with Marketing and Operations to improve retention campaigns and lifecycle communications.
• Drive revenue through bookings, memberships, and upsell opportunities while maintaining service quality.

Skills

Customer experience leadership

Team management

Data-driven decision making

CRM systems

Customer retention

Tools

CRM systems

Customer service platforms

Job description

Jobgether, on behalf of a partner in Portugal, seeks a Head of Customer Experience to lead customer satisfaction, retention, and loyalty across multiple locations. You will manage a customer-facing team, build scalable processes, and drive repeat revenue with data-driven decisions.

The role collaborates with Marketing and Operations to enhance the guest journey, optimize service delivery, and create personalized engagement strategies.