Head of Customer Experience

About the role

Lead the strategy for customer satisfaction, retention, loyalty, memberships, and repeat revenue across multiple locations for a fast‑growing wellness brand. You will manage a customer‑facing team, build scalable processes, and use data‑driven decision‑making to improve the customer journey.

Key responsibilities

• Lead, coach and develop a high‑performing Customer Experience team, fostering a culture of accountability and continuous improvement.
• Own service performance metrics such as response times, resolution rates, and customer satisfaction, establishing consistent standards and training.
• Develop efficient workflows, SOPs and a centralized knowledge base to support consistent service as the business expands.
• Improve accessibility across email, phone, live chat and SMS, and identify automation and AI opportunities while preserving a personal approach.
• Manage the customer feedback ecosystem, analyse data to identify friction points and drive journey optimisation.
• Partner with Operations and Marketing to enhance the end‑to‑end guest experience and create retention campaigns.
• Design and execute strategies to increase repeat bookings, membership renewals, loyalty program participation and revenue from existing customers.
• Own dashboards and reporting for satisfaction, retention, memberships and repeat revenue, prioritising initiatives based on impact.

Required profile

• At least three years of experience in customer experience, retention, loyalty or related fields.
• Proven experience managing and coaching a customer‑facing team.
• Strong analytical ability to interpret customer data and turn insights into measurable improvements.
• Commercial mindset with a track record of identifying revenue opportunities through customer interactions.
• Excellent communication, organization and problem‑solving skills in a fast‑paced, high‑growth environment.

Required skills

• Experience with CRM systems.
• Familiarity with customer service platforms.
• Ability to work with customer data and analytics tools.

What we offer

• Competitive total on‑target earnings of CAD 80,500–92,000 per year (base CAD 70,000–80,000 plus up to 15% bonus).
• Remote work flexibility with flexible hours (8 am–7 pm window).
• 15 paid vacation days plus gifted days on Christmas Eve and New Year’s Eve.
• Three paid well‑being days per year and unlimited complimentary wellness classes for you, family and friends.
• Annual team retreat, networking events and opportunities to work with high‑profile clients.
• Career growth in a rapidly expanding startup with a purpose‑driven culture.