Remote Head of Customer Experience & Loyalty Growth

Jobgether; South Africa; Remote; ZAR 937,000 - 1,071,000; Full time

Benefits offered by this job

Remote work

Flexible hours

Vacation days

Well-being days

Team retreat

Wellness classes

Career growth

Networking events

Partner exposure

Job summary

Jobgether is partnering with a wellness brand in South Africa to hire a Head of Customer Experience. You will lead the CX strategy, manage a customer-facing team, and drive retention, memberships, and repeat revenue across multiple locations.

The role emphasizes data-driven decision making, cross-functional collaboration with Marketing and Operations, and scalability of processes. Remote work flexibility and growth opportunities are offered.

Qualifications

• At least three years of experience in customer experience, retention, loyalty, or a related field.
• Experience managing, leading, or coaching a customer-facing team.
• Proven experience developing and implementing customer retention initiatives or membership strategies.
• Strong analytical skills and ability to translate data into improvements.
• Experience with CRM systems and customer data.
• Proactive, commercially minded, and adaptable.

Responsibilities

• Lead, coach, and develop a high-performing CX team.
• Own service performance metrics and training programs across locations.
• Develop scalable workflows and SOPs for consistent support as the business grows.
• Improve accessibility across channels: email, phone, live chat, SMS.
• Identify opportunities for automation and AI while maintaining a personal touch.
• Own customer feedback ecosystems and analyze insights to identify friction points.
• Collaborate with Marketing and Operations to drive retention campaigns and lifecycle communication.
• Drive loyalty, membership growth, and repeat revenue from existing customers.
• Oversee membership/class-pack performance and churn reduction.
• Create and optimize loyalty and referral programs to encourage repeat visits.
• Identify revenue opportunities from customer interactions and upsell opportunities.
• Set sales targets for CX team and incentives aligned to commercial goals.
• Own CX dashboards and reporting; monitor trends and ROI.
• Test and scale initiatives with measurable outcomes.

Skills

Leadership

Customer experience strategy

Data analysis

CRM platforms

Cross-functional collaboration

Tools

CRM systems

Customer service platforms

Marketing automation

Job description

Jobgether is partnering with a wellness brand in South Africa to hire a Head of Customer Experience. You will lead the CX strategy, manage a customer-facing team, and drive retention, memberships, and repeat revenue across multiple locations.

The role emphasizes data-driven decision making, cross-functional collaboration with Marketing and Operations, and scalability of processes. Remote work flexibility and growth opportunities are offered.