Senior Head of Customer Experience & Retention Strategy – Championing Loyalty, Revenue Growth, and Unforgettable Guest Journeys at brighthush

About brighthush

Welcome to brighthush, the trailblazing wellness startup that is redefining how people experience health, happiness, and community. Leveraging the gentle, uplifting power of puppy therapy, we have become North America’s most beloved puppy yoga brand, delighting more than 450,000 guests across 13 studios in the U.S. and Canada. Our vibrant community of over 400,000 members and strategic partnerships with global leaders fuel our rapid expansion and our commitment to making wellness a daily ritual worth returning to.

At brighthush, we believe that every interaction with a guest is an opportunity to create lasting value. Exceptional customer experience is not just a service function—it is the engine of sustainable growth, brand advocacy, and repeat revenue. We are looking for a visionary leader who can transform first‑time visitors into lifelong ambassadors, driving retention, loyalty, and revenue across our North American footprint.

Role Overview

As the Senior Head of Customer Experience & Retention Strategy, you will own the entire customer journey—from the first touchpoint to long‑term membership engagement. You will lead a high‑performing Customer Experience team, design scalable processes, and craft innovative loyalty initiatives that keep guests coming back. Your strategic mindset, data‑driven approach, and passion for people will translate into measurable growth and a culture of continuous improvement.

Key Responsibilities

Customer Experience & Team Leadership

• Recruit, coach, and develop a high‑performing Customer Experience team that embodies brighthush values and delivers world‑class service.
• Own customer service performance metrics, including response times, resolution rates, satisfaction scores, and service recovery success.
• Design and implement scalable processes, service standards, training programs, and a centralized knowledge base across all studio locations.
• Enhance customer accessibility through multi‑channel support (texting, live chat, email, phone) while maintaining a personal touch.
• Identify opportunities to improve efficiency through technology, automation, and AI, ensuring that automation enhances rather than replaces human connection.
• Champion a culture of continuous learning, encouraging the team to experiment, iterate, and celebrate successes.

Customer Journey & Experience Improvement

• Own the customer feedback ecosystem, including surveys, reviews, and satisfaction tracking.
• Manage Google Business Profiles, review management, and overall customer reputation.
• Analyze customer behavior and feedback to uncover friction points and opportunities for improvement.
• Collaborate with Studio Operations to refine the end‑to‑end guest journey, from booking to post‑class follow‑up.
• Translate customer insights into actionable initiatives that increase satisfaction, loyalty, and advocacy.
• Implement a continuous improvement loop that feeds insights back into product and service design.

Customer Retention & Revenue Growth

• Develop and execute strategies to increase repeat bookings, purchase frequency, customer lifetime value, and revenue from the existing customer base.
• Drive performance of memberships and class packs, focusing on conversions, onboarding, renewals, engagement, and churn reduction.
• Create loyalty, referral, rebooking, and win‑back programs that encourage repeat visits and higher spend.
• Partner with Marketing to launch high‑performing retention campaigns, personalized offers, and lifecycle communications.
• Leverage customer data and segmentation to improve engagement and conversion rates.
• Identify incremental revenue opportunities through customer service interactions, including bookings, membership upgrades, and qualified private event leads.
• Design sales incentives and performance targets that motivate the CX team to drive revenue while delivering exceptional service.
• Continuously test, optimize, and scale initiatives that deliver measurable results.
• Set clear retention and revenue targets, track performance, and take accountability for measurable improvements.

Analytics, Reporting & Performance

• Own reporting and performance tracking for customer satisfaction, retention, memberships, customer service sales, and repeat revenue.
• Develop clear dashboards and regular performance updates for senior leadership.
• Monitor customer feedback, identify recurring issues, and share actionable insights with Marketing and Operations.
• Identify trends, measure program ROI, and prioritize initiatives with the greatest business impact.
• Translate insights into action and hold yourself and your team accountable for results.

Essential Qualifications

• 3+ years of experience in customer experience, retention, loyalty, customer success, or a related field.
• Proven track record of managing or coaching a customer‑facing team.
• Experience developing customer retention initiatives, loyalty programs, or membership strategies.
• Strong analytical skills with the ability to turn customer insights into actionable improvements.
• Hands‑on experience with CRM systems, customer service tools, and customer data platforms.
• Demonstrated ability to identify revenue opportunities through customer service, customer success, or retention initiatives.
• Excellent operational skills, including process improvement, system implementation, and cross‑functional project management.
• Exceptional project management, communication, and problem‑solving abilities.
• A creative, proactive mindset with a willingness to test new ideas and iterate quickly.
• Comfortable working cross‑functionally in a fast‑paced, growing business environment.
• A genuine passion for customer experience, wellness, and building community.

Preferred (Bonus) Qualifications

• Experience in boutique fitness, wellness, hospitality, or other multi‑location consumer businesses.
• Experience with membership or subscription‑based business models.
• Familiarity with customer lifecycle campaigns, marketing automation, and segmentation.
• Experience driving retention improvements across physical retail or service locations.
• Experience implementing live chat, SMS support, or customer service sales programs.

Skills & Competencies

• Customer‑centric mindset with a relentless focus on delighting guests.
• Data‑driven decision making and proficiency in analytics tools (e.g., Tableau, Power BI).
• Strong leadership presence and ability to inspire cross‑functional teams.
• Excellent written and verbal communication skills.
• Strategic thinking combined with hands‑on execution.
• Adaptability and resilience in a dynamic startup environment.
• Proficiency in CRM and customer service platforms (e.g., Zendesk, HubSpot, Salesforce).
• Knowledge of loyalty program design and performance metrics.

Career Growth & Learning Opportunities

At brighthush, your growth is our priority. As the Senior Head of Customer Experience & Retention Strategy, you will:

• Lead a high‑impact function that directly influences company revenue and brand perception.
• Collaborate with senior leadership on strategic initiatives and product roadmap.
• Gain exposure to cross‑functional teams, including Marketing, Operations, Finance, and Product.
• Participate in leadership development programs, mentorship, and industry conferences.
• Contribute to the evolution of brighthush’s brand, culture, and customer‑centric strategy.
• Shape the future of wellness experiences by integrating cutting‑edge technology and human‑centric design.

Work Environment & Culture

brighthush is built on a foundation of happiness, care, adaptation, presence, and continuous improvement. Our culture is defined by:

• Creating happiness for guests and teammates alike.
• Showing genuine care for people, pets, and the planet.
• Adapting quickly to change and embracing new ideas.
• Consistently showing up with integrity and enthusiasm.
• Raising the bar for quality, service, and innovation.

Our team thrives on collaboration, transparency, and a shared commitment to wellness. You’ll work in a supportive environment that encourages experimentation, celebrates successes, and learns from challenges.

Compensation & Benefits

Base Salary: $70,000–$80,000 CAD Performance‑Based Bonus: Up to 15% of base Total OTE: $80,500–$92,000 CAD

In addition to competitive pay, brighthush offers:

• Remote work flexibility worldwide.
• Flexible working hours between 8 am and 7 pm.
• 15 paid vacation days per year.
• Paid well‑being days (3 per year).
• Christmas Eve and New Year’s Eve gifted days off.
• Annual team retreat.
• Unlimited complimentary brighthush classes for you, your family, and friends.
• Access to puppy therapy sessions and the joy of working with puppies.
• Opportunities to collaborate with celebrity clients and industry giants.
• Networking and invite‑only events in your city and beyond.

How to Apply

Ready to shape the next chapter of brighthush? Submit your resume and a cover letter that highlights your experience in customer experience, retention, and loyalty strategy. Tell us why you’re passionate about creating unforgettable guest journeys and how you’ve turned data into growth.

Closing Statement

We’re excited to meet customer‑obsessed, data‑driven leaders who are eager to help brighthush scale while keeping the heart of our brand intact. If you thrive in a fast‑paced environment, love working with people and numbers, and want to make a tangible impact on millions of guests, we want to hear from you.

Thank you for your interest in joining the brighthush team. We appreciate the time and effort you’ve taken to apply. Due to the high volume of applications, we may not be able to personally reach out to everyone, but we truly value your enthusiasm and look forward to reviewing your candidacy.

To apply, click the link below and start your journey with brighthush today!