[Hiring] Head of Customer Experience @Puppy Sphere

Role Description

We're looking for a Head of Customer Experience to turn first-time guests into lifelong Puppy Sphere customers. This is a role with direct ownership of customer satisfaction, retention, loyalty, memberships, and repeat revenue across our North American locations. You'll lead our Customer Experience team while building the strategies, systems, and programs that keep customers coming back. From exceptional customer service to membership growth, revenue-generating customer interactions, and innovative loyalty initiatives, you'll play a meaningful role in how we scale. We're looking for someone who thinks like a business owner, loves both people and numbers, and knows how to turn great customer experiences into measurable growth. This is not just about keeping customers happy. It's about giving them every reason to come back.

Qualifications

• 3+ years of experience in customer experience, retention, loyalty, customer success, or a related field.
• Previous experience managing or coaching a customer-facing team.
• Experience developing customer retention initiatives, loyalty programs, or membership strategies.
• Strong analytical skills with the ability to turn customer insights into actionable improvements.
• Experience working with CRM systems, customer service tools, and customer data.
• Experience identifying revenue opportunities through customer service, customer success, or retention initiatives.
• Strong operational skills, with experience improving processes, implementing systems, and managing cross-functional projects.
• Excellent project management, communication, and problem-solving skills.
• A creative, proactive mindset with a willingness to test new ideas.
• Comfortable working cross-functionally in a fast-paced, growing business.
• A genuine passion for customer experience, wellness, and building community.

Requirements

• Lead, coach, and develop a high-performing Customer Experience team.
• Own customer service performance, including response times, resolution rates, satisfaction, and service recovery.
• Build scalable processes, service standards, training programs, and a centralized knowledge base across our locations.
• Improve customer accessibility through channels such as texting, live chat, email, and phone support.
• Identify opportunities to improve efficiency through technology, automation, and AI while maintaining a personal touch.
• Own the customer feedback ecosystem, including surveys, reviews, and satisfaction tracking.
• Oversee Google Business Profiles, review management, and customer reputation.
• Analyze customer behaviour and feedback to identify friction points and opportunities.
• Partner with Studio Operations to improve the end-to-end guest journey.
• Turn customer insights into actionable improvements that increase satisfaction and loyalty.
• Own strategies to increase repeat bookings, purchase frequency, customer lifetime value, and revenue from our existing customer base.
• Drive growth and performance of memberships and class packs, including conversions, onboarding, renewals, engagement, and churn reduction.
• Develop loyalty, referral, rebooking, and win-back programs that encourage repeat visits and increase customer spend.
• Partner with Marketing to execute high-performing retention campaigns, personalized offers, and lifecycle communications.
• Leverage customer data and segmentation to improve engagement and conversion.
• Identify opportunities to generate incremental revenue through customer service interactions, including bookings, membership upgrades, and qualified private event leads.
• Develop sales incentives and performance targets that motivate the CX team to drive revenue while delivering exceptional customer service.
• Continuously test and optimize initiatives, scaling what works.
• Set clear retention and revenue targets, track performance, and take accountability for measurable improvements.
• Own reporting and performance tracking for customer satisfaction, retention, memberships, customer service sales, and repeat revenue.
• Develop clear dashboards and regular performance updates.
• Monitor customer feedback, identify recurring issues, and share actionable insights with Marketing and Operations.
• Identify trends, measure program ROI, and prioritize initiatives with the greatest business impact.
• Translate insights into action and hold yourself and your team accountable for results.

Benefits

• Join a fast-growing startup with upward mobility.
• Remote work flexibility around the world.
• Flexible working hours between 8am - 7pm.
• 15 paid vacation days per year.
• Christmas eve - gifted day off.
• New Year's eve - gifted day off.
• 3 paid wellbeing days per year.
• Annual Team Retreat.
• Experience the happiness of working around puppies.
• Unlimited complimentary Puppy Sphere classes for you, family and friends.
• Attend networking and unique invite-only events in your city and beyond.
• Opportunity to work with celebrity clients and industry giants (recent clients: NBA, TikTok, and Google).