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, establishing clear expectations and a culture of accountability.
• Own service performance metrics (response times, resolution rates, satisfaction) and create consistent service standards and training.
• Design efficient workflows, SOPs and a centralized knowledge base to support growth.
• Improve accessibility across email, phone, live chat and SMS, and identify automation opportunities.
• Manage the customer feedback ecosystem, analyse data to remove friction and drive journey optimisation.
• Partner with Operations and Marketing to enhance guest experience, retention campaigns and membership performance.
• Develop and execute strategies to increase repeat bookings, membership renewals and revenue from existing customers.
• Track and report on dashboards for satisfaction, retention, memberships and repeat revenue.

Required profile

• Minimum 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 turn customer data and feedback into measurable improvements.
• Demonstrated success in creating revenue opportunities through customer service or retention initiatives.
• Excellent communication, organization and problem‑solving skills in a fast‑paced, high‑growth environment.

Required skills

• Experience with CRM systems and customer service platforms.
• Ability to develop and implement scalable processes and SOPs.
• Project management and cross‑functional collaboration skills.

What we offer

• Competitive total compensation 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 wellness classes for you and your family.
• Opportunities for career growth in a rapidly expanding startup.