Head of Customer Experience - Wellness Brand, Remote

Jobgether; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Remote work

Flexible schedule

Paid vacation

Well-being days

Annual team retreat

Wellness classes

Job summary

Jobgether is seeking a proactive Head of Customer Experience to lead strategy for satisfaction, retention, loyalty, and repeat revenue across multiple locations. You will manage a customer-facing team, build scalable processes, and drive growth through data-driven decisions.

This remote role offers flexible work arrangements and growth opportunities. You will partner with Marketing and Operations to enhance the customer journey, strengthen memberships, and optimize service delivery while

Qualifications

• 3+ years in customer experience, retention, loyalty, or related field.
• Experience leading a customer-facing team.
• Experience implementing retention or membership strategies.
• Strong analytical skills with data-driven decision making.
• Experience with CRM systems and customer data.

Responsibilities

• Lead and coach a high-performing Customer Experience team.
• Own service performance metrics and training programs across locations.
• Develop scalable workflows and centralized knowledge base.
• Improve accessibility across channels (email, phone, live chat, text).
• Identify opportunities to improve efficiency through automation and AI while keeping a personal approach.
• Own feedback ecosystem and analyze insights to improve the customer journey.
• Collaborate with Marketing and Studio Operations to boost retention and lifecycle campaigns.
• Drive repeat bookings, higher engagement, and revenue from existing customers.
• Oversee membership and class-pack growth, conversion, onboarding, renewals, and churn reduction.
• Create and optimize loyalty and referral programs.
• Identify incremental revenue opportunities through customer interactions.

Skills

Team leadership

CRM systems

Data analysis

Revenue generation

Cross-functional collaboration

Tools

CRM platforms

Analytics tools

Job description

Jobgether is seeking a proactive Head of Customer Experience to lead strategy for satisfaction, retention, loyalty, and repeat revenue across multiple locations. You will manage a customer-facing team, build scalable processes, and drive growth through data-driven decisions.

This remote role offers flexible work arrangements and growth opportunities. You will partner with Marketing and Operations to enhance the customer journey, strengthen memberships, and optimize service delivery while