Head of Customer Experience

Role Overview

The Head of Customer Experience will lead the Customer Experience team and develop strategies, systems, and programs to keep customers coming back. This role requires a business owner mindset, a love for people and numbers, and the ability to turn great customer experiences into measurable growth.

What You Will Do

The Head of Customer Experience will own customer service performance, build scalable processes, improve customer accessibility, and identify opportunities to improve efficiency through technology and automation. They will also analyze customer behavior and feedback to identify friction points and opportunities.

Why It Might Be a Fit

The ideal candidate will be a customer-obsessed, data-driven person who is excited to help shape the next chapter of Puppy Sphere. They will have experience in customer experience, retention, loyalty, customer success, or a related field, and will be comfortable working cross-functionally in a fast-paced, growing business.

Requirements

• 3+ years of experience in customer experience, retention, loyalty, customer success, or a related field
• Previous experience managing or coaching a customer-facing team
• Experience developing customer retention initiatives, loyalty programs, or membership strategies
• Experience working with CRM systems, customer service tools, and customer data
• Strong operational skills, with experience improving processes, implementing systems, and managing cross-functional projects
• Excellent project management, communication, and problem-solving skills
• A creative, proactive mindset with a willingness to test new ideas
• Comfortable working cross-functionally in a fast-paced, growing business
• A genuine passion for customer experience, wellness, and building community

Benefits

• Total OTE: $80,500–$92,000 CAD
• Base Salary: $70,000–$80,000 CAD
• Performance-based bonus: up to 15% of base
• Flexible working hours between 8am – 7pm
• 15 paid vacation days per year
• Christmas eve – gifted day off
• New Years eve – gifted day off
• 3 paid wellbeing days per year
• Annual Team Retreat
• Unlimited complimentary Puppy Sphere classes for you, family and friends
• Attend networking and unique invite-only events in your city and beyond

Tagged as: Data Analysis, Project Management