Head of Customer Experience

About the role

Lead the strategy for customer satisfaction, retention, loyalty and repeat revenue across multiple wellness locations. Build and develop a high‑performing customer‑facing team while creating scalable processes that turn first‑time visitors into long‑term members.

Key responsibilities

• Lead, coach and develop a Customer Experience team, fostering a culture of accountability and continuous improvement.
• Own service performance metrics such as response times, resolution rates and customer satisfaction, and establish consistent standards and training.
• Design efficient workflows, SOPs and a centralized knowledge base to support consistent service as the business scales.
• Enhance accessibility across email, phone, live chat and SMS, and identify automation and AI opportunities.
• Manage the customer feedback ecosystem, analyse data to remove friction and improve the journey.
• Partner with Operations and Marketing to create retention campaigns, personalised offers and lifecycle communications.
• Drive membership and class‑pack growth, reduce churn and develop loyalty and referral programmes.
• Identify incremental revenue opportunities through bookings, upgrades and private‑event leads.

Required profile

• At least three years of experience in customer experience, retention, loyalty or related fields.
• Proven experience leading and coaching a customer‑facing team.
• Strong analytical ability to turn customer data into measurable improvements.
• Commercial mindset with a track record of generating revenue through service interactions.
• Excellent communication, problem‑solving and project‑management skills.

Required skills

• Experience with CRM systems.
• Familiarity with customer service platforms.

What we offer

• Competitive total earnings of CAD 80,500–92,000 (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 holidays on Christmas Eve and New Year’s Eve.
• Three paid well‑being days per year and unlimited wellness classes for you, family and friends.
• Annual team retreat, networking events and opportunities to work with high‑profile global brands.
• Career growth in a fast‑expanding startup with a purpose‑driven culture.