Head of Customer Experience

Accountabilities

• Customer experience and team leadership: Lead, coach, and develop a high-performing Customer Experience team, setting clear expectations and fostering a culture of accountability, empathy, and continuous improvement.

• Customer service excellence: Own service performance metrics, including response times, resolution rates, customer satisfaction, and service recovery. Establish consistent service standards and training programs across locations.

• Scalable systems and processes: Develop efficient workflows, standard operating procedures, and a centralized knowledge base to support consistent customer service as the business expands.

• Customer support channels: Improve accessibility and responsiveness across communication channels, including email, phone, live chat, and text messaging.

• Technology and automation: Identify opportunities to improve operational efficiency through customer service technology, automation, and AI while preserving a personal, customer-focused approach.

• Customer journey optimization: Own the customer feedback ecosystem, including surveys, reviews, satisfaction tracking, and online reputation management. Analyze feedback and customer behavior to identify friction points and improvement opportunities.

• Cross-functional collaboration: Partner with Studio Operations to improve the end-to-end guest experience and collaborate with Marketing to develop effective retention campaigns, personalized offers, and lifecycle communications.

• Customer retention and loyalty: Develop and execute strategies that increase repeat bookings, purchase frequency, customer lifetime value, and revenue from existing customers.

• Membership and class-pack growth: Oversee membership and class-pack performance, including conversion, onboarding, engagement, renewals, and churn reduction.

• Loyalty and referral programs: Create and optimize initiatives that encourage repeat visits, referrals, rebooking, and customer win-back.

• Revenue generation: Identify opportunities to generate incremental revenue through customer interactions, including bookings, membership upgrades, and qualified private-event leads.

• Sales performance management: Establish customer service sales targets and incentive programs that motivate the team to achieve commercial goals without compromising service quality.

• Analytics and reporting: Own dashboards and reporting for customer satisfaction, retention, memberships, customer service sales, and repeat revenue. Monitor trends, measure return on investment, and prioritize initiatives based on business impact.

• Continuous improvement: Test new ideas, evaluate results, and scale successful initiatives. Translate customer insights into actionable improvements and take ownership of measurable outcomes.

Requirements:

• At least three years of experience in customer experience, customer retention, loyalty, customer success, or a related field.

• Previous experience managing, leading, or coaching a customer-facing team.

• Demonstrated experience developing and implementing customer retention initiatives, loyalty programs, or membership strategies.

• Strong analytical skills, with the ability to interpret customer data and feedback and turn insights into measurable improvements.

• Experience working with CRM systems, customer service platforms, and customer data.

• Proven ability to identify and develop revenue opportunities through customer service, customer success, or retention initiatives.

• Strong operational and project management skills, including experience improving processes, implementing systems, and coordinating cross-functional projects.

• Excellent communication, organization, and problem-solving skills, with the ability to motivate teams and collaborate across departments.

• A proactive, creative, and commercially minded approach, with a willingness to test new ideas and optimize performance based on results.

• Comfort working in a fast-paced, high-growth business where priorities evolve and adaptability is essential.

• A genuine interest in customer experience, wellness, and building engaged communities.

• Additional advantages: Experience in boutique fitness, wellness, hospitality, or multi-location consumer businesses; familiarity with membership or subscription-based business models; knowledge of customer lifecycle campaigns, marketing automation, and segmentation; experience improving retention across physical locations; and experience implementing live chat, SMS support, or customer service sales programs.

Benefits:

• Competitive compensation: Total on-target earnings of CAD 80,500–92,000, comprising a base salary of CAD 70,000–80,000 and a performance-based bonus of up to 15% of base salary.

• Remote work flexibility: The opportunity to work remotely, with location and employment arrangements subject to confirmation during recruitment.

• Flexible working hours: Flexibility to organize work within the stated window of 8:00 a.m. to 7:00 p.m.

• Paid vacation: 15 paid vacation days annually.

• Additional holidays: Gifted days off on Christmas Eve and New Year's Eve.

• Well-being support: Three paid well-being days per year.

• Annual team retreat: Opportunities to connect, collaborate, and build relationships with colleagues.

• Complimentary wellness classes: Unlimited classes for you, your family, and your friends.

• Unique networking opportunities: Access to networking gatherings and invitation-only events in your city and beyond.

• Exciting partnerships: Opportunities to work with high-profile clients and major global brands.

• Career growth: The chance to join a rapidly expanding startup with opportunities for increased responsibility and professional development.

• Purpose-driven culture: An environment that values care, adaptability, accountability, happiness, and consistently raising standards.