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Job Description & How to Apply Below
Job Overview: As the Head of Customer Experience, you own the end-to-end customer journey across all touchpoints for the Fitness Services business. This role is responsible for building a customer-centric culture, driving measurable improvements in experience metrics, and leading the design and implementation of strategies to enhance our brand's interaction with customers. You will collaborate closely with cross-functional teams to create seamless experiences that drive engagement, loyalty, and business growth.
Key Responsibilities:
CX Strategy & Leadership
Define and own the company’s CX vision, strategy, and success metrics
Embed customer-first thinking across the organization
Act as the internal voice of the customer at leadership forums
Customer Journey & Experience Design
Lead the development and execution of customer experience strategies, ensuring alignment with business objectives and customer needs
Design and optimize the end-to-end customer journey, identify pain points, and drive experience improvement across breaks, leveraging customer insights and data-driven decision-making
Lead service (re) design, process/ product/ policy changes, and SOP improvements
CX Operations & Support
Oversee customer support (contact center) and customer escalations operations
Drive efficiency across contact ratio, AHT, FCR, resolution quality, and cost per contact
Drive increase in automation, self-serve, productivity through AI
Metrics & Analytics
Own CX metrics: NPS, post-session feedback, contact ratio, CSAT, escalations
Build closed-loop feedback systems and VOC programs
Cross-functional collaboration
Collaborate with analytics, product, tech, brand, operations, supply, business, growth, and franchise partner teams to integrate CX principles into all aspects of the business and drive CX improvement outcomes
Team Building & Capability
Build, mentor, and scale high-performing CX and support teams
Develop future CX leaders within the organization
Qualifications:
Bachelor’s degree + Tier 1 MBA
7+ years of work experience in CX, consulting, or corporate strategy
Experience in leading customer experience function at startups, or high growth companies (consumer internet, marketplaces, fitness/wellness, D2C, fintech sectors) preferred
Ability to lead and collaborate with cross-functional stakeholders, prioritize high impact activities, and drive complex projects
Good project management skills to drive and keep multifunctional projects on track with clearly defined success metrics
Strong and structured approach to problem solving and analytical skills
Excellent written and verbal communication skills, negotiation, and interpersonal skills with a customer-centric approach
Ability to thrive in a fast-paced environment and manage multiple priorities effectively
Proven leadership experience with the ability to motivate and develop a high-performing team
Willingness to travel to fitness centers occasionally as needed
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