Head - Customer Experience & Support Governance

About the job:

Cure.fit is looking for a Customer Experience (CX) Lead for its fitness products business.

The CX Lead will be responsible for developing the CX strategy and roadmap, implementing initiatives through cross-functional collaboration, uncovering deep customer insights and leading customer support operations.

The role requires a strong sense of ownership, robust problem-solving skills, effective stakeholder management, and the ability to lead and inspire a team.

The position reports into the Head of Operations & Customer Experience for the fitness products business.

Key Responsibilities:

- Flagbearer of the Customers Voice: Be the individual in the organization who wears the customers hat and advocates on behalf of the customer in day-to-day decisions.

- CX Strategy: Develop and execute a comprehensive customer experience strategy that aligns with the companys vision, goals, and objectives.

- Problem Solving: Identify and uncover gaps in the customer journey that lead to customer experience breakdowns, and develop roadmap of the most impactful initiatives.

- Cross-functional Collaboration: Collaborate closely with operations, category, tech and marketing teams to implement high priority initiatives for better customer experience.

- Customer Insights & Data-Driven Decision Making: Leverage data analytics and qualitative customer research to drive improvements in products and services.

- CX Metrics: Track key metrics related to customer satisfaction (at each customer journey touchpoint) and retention, and recommend corrective actions as needed.

- Customer Support Oversight: Oversee an org of 80+ employees, establish clear KPIs and ensure effective cost planning and control.

- Leadership: Guide, motivate, and oversee the customer experience team, cultivating a culture focused on customer-centricity and continuous enhancement.

Key Qualifications:

- 7+ years of overall experience, with at least 2 years of experience managing a team.

- Strong combination of strategy and operational experience, with a proven ability to balance both areas effectively.

- 2+ years of strategy experience, gained through roles in management consulting or corporate strategy.

- 2+ years of execution experience, in customer-facing, operations, or P&L ownership roles.

- High sense of ownership with the ability to debate effectively and drive decisions with confidence.

- Proven track record as an exceptional problem-solver, with a hands-on approach to day-to-day operations.

- Strong ability to collaborate effectively with cross-functional teams, including Product, Engineering, and others, to drive user-centric outcomes.

- Demonstrated empathy for customers, with a strong passion for resolving customer challenges and improving the overall user journey.

- Quick learner with the ability to rapidly understand and navigate complex product offerings and features.

- Outstanding written and verbal communication skills, with the ability to clearly articulate ideas, solutions, and recommendations