Head of Customer Experience – Fitness Services Full Time NEW

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