Head of Customer Experience

Our client is a premium, membership‑led wellness and fitness business with an established reputation for delivering exceptional customer experiences. With a loyal member base and multiple locations, the business is entering its next phase of growth and is seeking a Head of Customer Experience to elevate service standards, strengthen retention and ensure every customer interaction reflects the brand's values. This is a highly visible leadership role, combining customer experience strategy, operational excellence and team leadership.

The Basics

• Hours: Full‑time, August start date and flexibility to work around studio peak hours (early, evening and weekend)
• Location: Multiple London locations
• Reporting to: Founder

The Role

The Head of Customer Experience will act as the voice of the customer across the business, ensuring a seamless and consistent experience across all touchpoints. Reporting into senior leadership, they will lead the front‑of‑house/customer support function, oversee customer engagement initiatives, drive additional revenue and engagement streams and help shape the long‑term customer journey.

• Developing and implementing customer experience strategies that improve retention, engagement and lifetime value.
• Using customer data, attendance patterns and behavioural insights to identify opportunities for improvement.
• Designing customer journeys for new, existing, at‑risk and returning customers.
• Leading and developing the customer support and front‑of‑house teams, ensuring consistently high service standards.
• Working closely with operations, marketing and people teams to ensure decisions are informed by customer needs.
• Overseeing additional premium service offerings and ensuring they are effectively integrated into the wider customer journey.
• Spending regular time on‑site to understand customer behaviour, gather feedback and support teams.
• Identifying and implementing improvements to systems, processes and customer communications.
• Driving initiatives that strengthen customer loyalty, advocacy and brand connection.

The Person

The successful candidate will be a commercially minded customer experience leader with a strong track record of improving customer retention and service delivery. They are likely to bring experience from hospitality, premium membership businesses, wellness, fitness, customer success, luxury service or similar customer‑centric environments.

• Experience leading customer‑facing teams and driving service excellence.
• Strong analytical skills with the ability to translate data into action.
• A customer‑first mindset balanced with commercial awareness.
• Excellent stakeholder management and influencing skills.
• Ability to build trusted relationships with both customers and internal teams.
• Comfortable operating strategically while remaining close to day‑to‑day delivery.
• Proactive, solutions‑focused and motivated to continually improve the customer experience.
• Passion for creating environments where customers feel valued, supported and connected.

Success in this role will be measured through

• Improved customer retention and repeat engagement.
• Increased reactivation of lapsed customers.
• Higher levels of customer satisfaction and advocacy.
• Consistently high customer service standards across all locations and channels.
• Increased adoption of premium service offerings where appropriate.
• Strong front‑of‑house and customer support team performance.
• Effective customer journey programmes that drive engagement and loyalty.
• Ongoing improvements to customer experience processes, systems and communications.