Head of Customer Experience (Remote, Estonia)

About the role

A fast-growing wellness business is looking for a Head of Customer Experience based in Estonia. You will lead the strategy for customer satisfaction, retention, loyalty, memberships and repeat revenue across multiple locations, manage and develop a customer-facing team and build scalable processes that turn first-time visitors into loyal customers. The role works closely with Marketing and Operations and offers remote work with flexible hours.

Key responsibilities

• Lead, coach and develop the Customer Experience team, set expectations and foster accountability and continuous improvement.
• Own service metrics (response times, resolution rates, satisfaction, service recovery) and establish service standards and training across locations.
• Build workflows, SOPs and a central knowledge base, and improve responsiveness across email, phone, live chat and text messaging.
• Use customer service technology, automation and AI to improve efficiency while keeping a personal approach.
• Own the feedback ecosystem (surveys, reviews, satisfaction tracking, online reputation) and analyse feedback and behaviour to find friction points.
• Partner with Studio Operations on the guest experience and with Marketing on retention campaigns, personalised offers and lifecycle communications.
• Develop strategies for repeat bookings, purchase frequency, customer lifetime value and revenue from existing customers.
• Oversee membership and class-pack performance (conversion, onboarding, engagement, renewals, churn) and create loyalty and referral programmes.
• Identify revenue opportunities such as bookings, membership upgrades and private-event leads, and set sales targets and incentives for the team.
• Own dashboards and reporting on satisfaction, retention, memberships, sales and repeat revenue, and run tests and roll out successful initiatives.

Required profile

• At least three years of experience in customer experience, retention, loyalty, customer success or a related field.
• Previous experience managing, leading or coaching a customer-facing team.
• Demonstrated experience with retention initiatives, loyalty programmes or membership strategies.
• Experience with CRM systems, customer service platforms and customer data.
• Proven ability to spot and develop revenue opportunities through customer service and retention.
• Strong operational and project management skills, and excellent communication and problem-solving skills.
• Comfort in a fast-paced, high-growth business; a genuine interest in customer experience, wellness and community building.

Required skills

• Analytical skills: interpreting customer data and feedback into measurable improvements.
• CRM and customer service platform experience.
• Preferred: membership or subscription models, marketing automation, segmentation, live chat and SMS support, and experience improving retention across physical locations.

What we offer

• Total on-target earnings of CAD 80,500-92,000 (base CAD 70,000-80,000 plus a performance bonus of up to 15%).
• Remote work with flexible hours between 8:00 a.m. and 7:00 p.m.
• 15 paid vacation days, extra days off on Christmas Eve and New Year's Eve, and three paid well-being days.
• Annual team retreat, unlimited wellness classes, networking events and partnerships with high-profile clients.
• Career growth in a rapidly expanding startup.