Role Overview
You’ll own the customer journey after sign-up across all our brands.
Your goal is to create an experience that keeps clients engaged, satisfied and loyal — helping them stay longer, renew more often and recommend us to others.
You’ll lead the teams responsible for the customer relationship, including: Customer Service, Nutrition, Sales and Marketing, and report directly to the Owner.
This is a hands-on leadership role combining customer experience, retention and commercial growth.
Key Responsibilities
- Own and continuously improve the end-to-end customer experience.
- Lead the Customer Service, Nutrition, Marketing and Sales.
- Improve retention, renewals, reactivations, referrals and customer lifetime value.
- Identify why customers cancel, pause or fail to renew and implement improvements to reduce preventable churn.
- Ensure customer-facing teams are proactive, responsive and accountable.
- Build strong processes around onboarding, follow-ups, complaints, renewals and customer recovery.
- Use customer feedback and performance data to identify opportunities and recurring problems.
- Develop campaigns and initiatives that improve customer engagement and loyalty.
- Work closely with Sales, Operations, Kitchen, Delivery and Technology to resolve customer-impacting issues.
- Ensure the promises made through marketing and sales match the experience delivered to customers.
- Track and report key customer and growth metrics to management.
What We’re Looking For
- Strong experience in general management.
- Commercial mindset with an understanding of how customer experience affects revenue and growth.
- Strong people-management skills and the ability to lead different customer-facing functions.
- Data-driven and comfortable using customer feedback and KPIs to make decisions.
- Highly organised, proactive and comfortable working in a fast-moving environment.
- Strong communication and problem-solving skills.
