Head of Customer Experience

Sobre a oportunidade

Join a fast-growing wellness business transforming how people connect, recharge, and experience well-being through memorable, community-driven activities.

Local

São Paulo - SP

Remoto

Responsabilidades

Lead the strategy for customer satisfaction, retention, loyalty, memberships, and repeat revenue across multiple locations.

Manage and develop a customer-facing team while building scalable processes that turn first-time visitors into loyal, long-term customers.

Combine customer-centric leadership with commercial thinking and data-driven decision-making to identify opportunities to improve the customer journey and drive sustainable growth.

Work cross-functionally with Marketing and Operations to develop personalized engagement strategies, strengthen membership performance, and optimize service delivery.

This remote opportunity offers flexible working arrangements, professional growth, and the chance to help shape the customer experience of an ambitious, expanding wellness brand.

Requisitos

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.

Diferenciais

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.

Benefícios

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.

Faixa salarial

R$ 70.000,00 - R$ 80.000,00 por mês

Carga horária

Flexível

Tipo de contrato

Contrato de trabalho

Processo seletivo

AI-powered matching process

Shortlist shared with hiring company

Final decision and next steps managed by internal team

Benefícios

Competitive compensation

Remote work flexibility

Flexible working hours

Paid vacation

Additional holidays

Well-being support

Annual team retreat

Complimentary wellness classes

Unique networking opportunities

Exciting partnerships

Career growth

Purpose-driven culture