pbThis position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Head of Customer Experience based in Italy. /b /p pJoin a fast-growing wellness business transforming how people connect, recharge, and experience well-being through memorable, community-driven activities. As Head of Customer Experience, you will lead the strategy for customer satisfaction, retention, loyalty, memberships, and repeat revenue across multiple locations. You will manage and develop a customer-facing team while building scalable processes that turn first-time visitors into loyal, long-term customers. Combining customer-centric leadership with commercial thinking and data-driven decision-making, you will identify opportunities to improve the customer journey and drive sustainable growth. Working cross-functionally with Marketing and Operations, you will 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. /p h3Accountabilities /h3 ul li pbCustomer experience and team leadership: /b Lead, coach, and develop a high-performing Customer Experience team, setting clear expectations and fostering a culture of accountability, empathy, and continuous improvement. /p /li li pbCustomer service excellence: /b Own service performance metrics, including response times, resolution rates, customer satisfaction, and service recovery. Establish consistent service standards and training programs across locations. /p /li li pbScalable systems and processes: /b Develop efficient workflows, standard operating procedures, and a centralized knowledge base to support consistent customer service as the business expands. /p /li li pbCustomer support channels: /b Improve accessibility and responsiveness across communication channels, including email, phone, live chat, and text messaging. /p /li li pbTechnology and automation: /b Identify opportunities to improve operational efficiency through customer service technology, automation, and AI while preserving a personal, customer-focused approach. /p /li li pbCustomer journey optimization: /b 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. /p /li li pbCross-functional collaboration:



/b 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. /p /li li pbCustomer retention and loyalty: /b Develop and execute strategies that increase repeat bookings, purchase frequency, customer lifetime value, and revenue from existing customers. /p /li li pbMembership and class-pack growth: /b Oversee membership and class-pack performance, including conversion, onboarding, engagement, renewals, and churn reduction. /p /li li pbLoyalty and referral programs: /b Create and optimize initiatives that encourage repeat visits, referrals, rebooking, and customer win-back. /p /li li pbRevenue generation: /b Identify opportunities to generate incremental revenue through customer interactions, including bookings, membership upgrades, and qualified private-event leads. /p /li li pbSales performance management: /b Establish customer service sales targets and incentive programs that motivate the team to achieve commercial goals without compromising service quality. /p /li li pbAnalytics and reporting: /b 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. /p /li li pbContinuous improvement: /b Test new ideas, evaluate results, and scale successful initiatives. Translate customer insights into actionable improvements and take ownership of measurable outcomes. /p /li /ul h3Requirements: /h3 ul li pAt least three years of experience in customer experience, customer retention, loyalty, customer success, or a related field. /p /li li pPrevious experience managing, leading, or coaching a customer-facing team. /p /li li pDemonstrated experience developing and implementing customer retention initiatives, loyalty programs, or membership strategies. /p /li li pStrong analytical skills, with the ability to interpret customer data and feedback and turn insights into measurable improvements. /p /li li pExperience working with CRM systems, customer service platforms, and customer data. /p /li li pProven ability to identify and develop revenue opportunities through customer service, customer success, or retention initiatives.



/p /li li pStrong operational and project management skills, including experience improving processes, implementing systems, and coordinating cross-functional projects. /p /li li pExcellent communication, organization, and problem-solving skills, with the ability to motivate teams and collaborate across departments. /p /li li pA proactive, creative, and commercially minded approach, with a willingness to test new ideas and optimize performance based on results. /p /li li pComfort working in a fast-paced, high-growth business where priorities evolve and adaptability is essential. /p /li li pA genuine interest in customer experience, wellness, and building engaged communities. /p /li li pbAdditional advantages: /b 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. /p /li /ul h3Benefits: /h3 ul li pbCompetitive compensation: /b Total on-target earnings of CAD 80,500–92,000, comprising a base salary of CAD 70,000–80,000 and a performance-based premio of up to 15% of base salary. /p /li li pbRemote work flexibility: /b The opportunity to work remotely, with location and employment arrangements subject to confirmation during recruitment. /p /li li pbFlexible working hours: /b Flexibility to organize work within the stated window of 8:00 a.m. to 7:00 p.m. /p /li li pbPaid vacation: /b 15 paid vacation days annually. /p /li li pbAdditional holidays: /b Gifted days off on Christmas Eve and New Year's Eve. /p /li li pbWell-being support: /b Three paid well-being days per year. /p /li li pbAnnual team retreat: /b Opportunities to connect, collaborate, and build relationships with colleagues. /p /li li pbComplimentary wellness classes: /b Unlimited classes for you, your family, and your friends. /p /li li pbUnique networking opportunities: /b Access to networking gatherings and invitation-only events in your city and beyond. /p /li li pbExciting partnerships: /b Opportunities to work with high-profile clients and major global brands. /p /li li pbCareer growth: /b The chance to join a rapidly expanding startup with opportunities for increased responsibility and professional development. /p /li li pbPurpose-driven culture: /b An environment that values care, adaptability, accountability, happiness, and consistently raising standards. /p /li /ul #J-18808-Ljbffr

📌 Head of Customer Experience (Italia)
🏢 Jobgether
📍 Italia