Senior Head of Customer Retention & Experience – Driving Loyalty, Revenue Growth, and Exceptional CX at brighthush

About brighthush

brighthush is a trailblazing, high‑growth company redefining the way people experience wellness and community. With a vibrant portfolio that blends innovative wellness programs, immersive experiences, and a commitment to sustainable practices, brighthush is rapidly expanding across North America. Our mission is simple yet powerful: to create moments of joy, connection, and health that resonate with every customer. As we scale, we’re looking for a visionary leader who can elevate our customer experience, drive retention, and unlock new revenue streams through loyalty and engagement.

Why This Role Matters

In the fast‑moving wellness and hospitality landscape, customer retention is the linchpin of sustainable growth. While acquisition drives headline numbers, it is the loyal, delighted customer who fuels recurring revenue, brand advocacy, and long‑term profitability. As the Head of Customer Retention & Experience, you will be the steward of our customer journey, turning every interaction into an opportunity for delight and revenue. Your strategic vision, data‑driven insights, and operational excellence will shape the future of brighthush’s customer relationships and set the standard for industry‑leading CX.

Key Responsibilities

• Lead and Inspire the CX Team: Build, mentor, and scale a high‑performing customer experience team that embodies brighthush’s values and delivers world‑class service.
• Design and Execute Retention Strategies: Develop comprehensive, data‑driven retention programs that increase customer lifetime value, reduce churn, and boost membership renewal rates.
• Drive Membership Growth: Partner with marketing, product, and sales to create cross‑functional initiatives that convert trial users into long‑term members.
• Analyze Customer Data: Leverage CRM analytics, NPS, CSAT, and behavioral data to uncover insights, forecast trends, and inform strategic decisions.
• Champion Customer Advocacy: Build and nurture a community of brand ambassadors through referral programs, loyalty tiers, and exclusive events.
• Optimize Customer Touchpoints: Map the end‑to‑end customer journey, identify friction points, and implement solutions that enhance satisfaction and engagement.
• Collaborate with Product & Ops: Translate customer feedback into product enhancements, service improvements, and operational efficiencies.
• Report and Communicate: Present retention metrics, ROI, and strategic recommendations to senior leadership and stakeholders.

Essential Qualifications

• Minimum 3+ years of progressive experience in customer experience, retention, loyalty, or related roles.
• Proven track record of managing and scaling a customer‑facing team in a fast‑growth environment.
• Deep familiarity with CRM platforms (e.g., Salesforce, HubSpot, Zendesk) and customer service tools.
• Strong analytical mindset: ability to interpret complex data sets, derive actionable insights, and measure ROI.
• Excellent communication skills, both written and verbal, with the ability to influence cross‑functional teams.
• Demonstrated success in driving revenue through retention initiatives, membership programs, or loyalty schemes.
• Experience in the wellness, hospitality, or consumer‑experience sectors is highly desirable.
• Fluency in English; additional language skills are a plus.

Preferred Qualifications

• Advanced degree in Business, Marketing, Data Analytics, or a related field.
• Hands‑on experience with advanced analytics tools (e.g., Tableau, Power BI, Looker).
• Knowledge of subscription‑based business models and churn‑prediction techniques.
• Experience working in a remote or distributed team environment.
• Passion for wellness, community building, and sustainable business practices.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day operations.
• Data‑Driven Decision Making: Proficiency in turning metrics into actionable strategies.
• Leadership & Coaching: Talent for building high‑performing teams and fostering a culture of continuous improvement.
• Customer‑Centric Mindset: Deep empathy for customer needs and a relentless pursuit of delight.
• Project Management: Skilled at juggling multiple initiatives, setting priorities, and meeting deadlines.
• Collaboration: Comfortable working with marketing, product, finance, and operations to align on goals.
• Adaptability: Thrives in a dynamic, evolving environment and embraces change.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As the Head of Customer Retention & Experience, you will:

• Lead a high‑impact function that directly influences the company’s revenue and brand equity.
• Collaborate with senior executives, gaining exposure to strategic decision‑making at the C‑suite level.
• Own a portfolio of cross‑functional projects that stretch your skill set and broaden your industry knowledge.
• Participate in leadership development programs, workshops, and conferences to stay ahead of CX trends.
• Mentor and develop future leaders within the customer experience domain.

Work Environment & Culture at brighthush

brighthush is built on a foundation of authenticity, creativity, and purpose. Our culture is defined by:

• Remote‑First Flexibility: Work from anywhere in Canada with a fully supported remote infrastructure.
• Inclusive & Collaborative: A diverse team that values every voice and encourages open dialogue.
• Innovation‑Driven: A safe space to experiment, iterate, and bring bold ideas to life.
• Wellness‑Focused: Access to wellness resources, virtual yoga sessions, and health‑first initiatives.
• Community Impact: Opportunities to contribute to local charities, sustainability projects, and community outreach.

Compensation & Benefits

Salary: CAD 70,000 – 80,000 per year, commensurate with experience and qualifications. Benefits:

• Generous paid time off (PTO) and flexible holiday scheduling.
• Health, dental, and vision insurance plans.
• Employee wellness stipend and access to virtual fitness classes.
• Professional development budget for courses, certifications, and conferences.
• Equity or stock‑option program (subject to company policy).
• Regular team virtual events and quarterly in‑person retreats (weather permitting).

How to Apply

If you’re ready to lead brighthush’s customer retention strategy, drive measurable revenue growth, and shape the future of our customer experience, we’d love to hear from you. Submit your resume and a brief cover letter outlining your relevant experience and why you’re excited about this role. Join us in creating unforgettable moments of wellness and connection for our community.

Join brighthush Today

Become a pivotal part of a company that’s redefining wellness, community, and customer delight. Your expertise will not only elevate our brand but also empower countless individuals to lead healthier, happier lives. Apply now and help us turn every customer interaction into a lasting partnership.