Head of Customer Experience & Loyalty – Remote Global Wellness Community Leader – Drive Engagement, Retention, and Brand Advocacy

About brighthush

brighthush is not just a wellness platform; it’s a vibrant ecosystem where technology, community, and personal growth converge to create transformative experiences. From curated events and guided wellness journeys to AI‑powered personalization, we empower individuals worldwide to connect, recharge, and thrive. Our mission is simple yet ambitious: to cultivate holistic well‑being by blending cutting‑edge tech with authentic human connection. As a rapidly expanding startup, we are redefining how wellness is accessed, experienced, and celebrated—making a tangible difference in the lives of thousands of members across the globe.

Why Join brighthush?

At brighthush, we believe that the heart of any successful organization is its people. Our culture is built on care, adaptability, and happiness, and we are committed to fostering an environment where creativity, collaboration, and continuous learning thrive. As a remote‑first company, we offer flexible hours, a global team, and the freedom to work from wherever you feel most inspired. We celebrate diversity, champion mental and physical health, and reward innovation with tangible impact.

About the Role

As the Head of Customer Experience & Loyalty, you will be the strategic leader responsible for designing, executing, and scaling the customer journey across every touchpoint. Your vision will shape how we engage, delight, and retain our community, ensuring that every interaction reflects the brighthush values of authenticity and empowerment. You will partner with senior leadership to align CX initiatives with business strategy, drive data‑driven decision making, and cultivate a culture of continuous improvement.

Key Responsibilities

• Develop and Own the CX Strategy – Craft a forward‑looking customer experience roadmap that aligns with our growth objectives and brand promise. Translate strategic goals into actionable plans that span acquisition, activation, retention, and advocacy.
• Build a High‑Performing CX Team – Recruit, mentor, and empower a diverse group of customer success, support, and loyalty specialists. Foster a culture of ownership, curiosity, and high accountability.
• Design Loyalty Programs – Create tiered rewards, referral incentives, and experiential benefits that drive engagement and lifetime value. Leverage behavioral science to design programs that feel personal and meaningful.
• Leverage Data & Insights – Implement analytics frameworks to capture sentiment, NPS, churn, and usage patterns. Turn data into actionable strategies that improve service quality and customer satisfaction.
• Collaborate Across Functions – Partner with Product, Marketing, Finance, and Operations to embed CX considerations into every new feature and initiative. Champion a customer‑centric mindset across the organization.
• Champion Continuous Improvement – Establish feedback loops, conduct journey mapping, and iterate processes to elevate service quality. Drive the adoption of best practices in CX and customer success.
• Represent brighthush Externally – Speak at industry events, webinars, and community forums to position brighthush as a thought leader in wellness CX. Build relationships with partners, influencers, and media to amplify our brand story.
• Drive Innovation & Technology Adoption – Evaluate and implement CX platforms, automation tools, and AI‑powered solutions that enhance the customer experience. Ensure that technology serves the customer, not the other way around.
• Manage Budget & Forecasting – Oversee the CX budget, forecast spend, and measure ROI of CX initiatives. Align financial planning with strategic priorities.
• Mentor & Develop Talent – Provide coaching, career development, and performance feedback to team members. Build a pipeline of future CX leaders within brighthush.

Essential Qualifications

• Minimum 12 years of progressive experience in customer experience, customer success, or loyalty program management.
• Proven track record of building and scaling CX teams in fast‑moving, tech‑driven environments.
• Deep understanding of wellness, lifestyle, or community‑based business models.
• Strong analytical mindset with proficiency in data‑driven decision making (NPS, CSAT, cohort analysis).
• Excellent communication skills—capable of translating complex insights into clear, actionable plans for cross‑functional stakeholders.
• Demonstrated ability to design and launch successful loyalty or rewards programs that drive measurable growth.
• Experience with remote team leadership and distributed work cultures.
• Strategic thinker with a passion for innovation and a bias for execution.
• Proficiency in using brighthush platforms for ticketing, customer feedback, and analytics.
• Comfortable presenting to senior leadership and external audiences.

Preferred Qualifications

• Background in the health, fitness, or experiential services sector.
• Hands‑on experience with CX platforms such as brighthush, brighthush, or brighthush.
• Knowledge of emerging technologies (AI, chatbots, personalization engines) applied to customer engagement.
• Experience managing budgets and forecasting for CX initiatives.
• Multilingual capabilities to serve a global community.
• Experience with agile project management and cross‑functional product development.

Key Skills & Competencies

• Strategic Leadership & Vision
• Team Building & Talent Development
• Customer Journey Mapping & Design Thinking
• Data Analysis & KPI Management
• Project Management & Agile Methodologies
• Stakeholder Management & Cross‑Functional Collaboration
• Change Management & Process Optimization
• Excellent Written & Verbal Communication
• Customer‑Centric Mindset & Empathy
• Innovation & Continuous Improvement

Career Growth & Learning Opportunities

At brighthush, your professional journey is as dynamic as the community we serve. You will:

• Lead a high‑impact function that directly influences company growth and brand perception.
• Collaborate with senior leadership to shape strategic initiatives and product roadmaps.
• Access continuous learning resources, including industry conferences, workshops, and internal knowledge hubs.
• Mentor emerging leaders and contribute to a culture of knowledge sharing.
• Participate in cross‑departmental projects that broaden your skill set and expand your network.
• Own the opportunity to launch new CX initiatives that become industry benchmarks.
• Receive regular performance feedback and a clear path to executive leadership roles.

Work Environment & Culture

brighthush thrives on a culture of care, adaptability, and happiness. Our remote‑first model means you can work from anywhere while staying connected through:

• Weekly virtual town halls and team check‑ins.
• Monthly wellness challenges and community events.
• Open‑door communication channels with founders and executives.
• Inclusive decision‑making processes that value every voice.
• Flexible work hours that respect personal commitments and peak productivity times.
• Access to a global network of peers, mentors, and industry experts.
• Regular virtual team‑building activities and occasional in‑person retreats.

Compensation, Perks, and Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with industry standards for senior CX leadership.
• Performance‑based bonuses tied to customer satisfaction metrics and business outcomes.
• Equity or stock‑option plans to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Unlimited paid time off and a generous parental leave policy.
• Wellness stipend covering gym memberships, meditation apps, or wellness retreats.
• Access to a curated library of wellness resources, courses, and events.
• Regular virtual team‑building activities and occasional in‑person retreats.
• Flexible work environment with the freedom to choose your workspace.
• Professional development budget for courses, certifications, and conferences.

How to Apply

If you are ready to lead a passionate team, shape the future of customer experience in the wellness space, and grow alongside a purpose‑driven organization, we would love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush’s Head of Customer Experience & Loyalty role.

Join brighthush and help us create a world where every member feels seen, supported, and empowered to live their best life.