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About the Role

This is a highly visible leadership role, combining customer experience strategy, operational excellence, and team leadership. 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. 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.

Responsibilities

Developing and implementing customer experience strategies that improve retention, engagement, and lifetime value.
Using customer data, attendance patterns, and behavioral 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 behavior, 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.

Requirements

Commercially minded customer experience leader with a strong track record of improving customer retention and service delivery.
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.

Skills

Customer experience strategy
Operational excellence
Team leadership
Customer data analysis
Customer journey design
Stakeholder management
Influencing skills
Relationship building

Location

Multiple London locations

Work Type

Full-time

Experience Level

Leadership role

Salary/Compensations

Competitive salary

About the Company

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.