Job summary
Seeking an experienced leader to drive customer satisfaction, retention, and revenue growth for a fast-growing wellness company in Norway. The role involves managing a customer-facing team, optimizing customer journeys, and collaborating with marketing and operations to enhance engagement and membership performance. This position supports remote work and flexible hours within a dynamic and expanding environment.
Location and work setup
- Location
- Norway
- Work setup
- Remote
Salary
CAD 70000.00–92000.00 year
Responsibilities
Lead and develop the customer experience team fostering accountability and continuous improvement. Own service performance metrics and implement consistent service standards and training. Design scalable workflows and maintain a centralized knowledge base to support expansion. Enhance multi-channel customer support including email, phone, live chat, and text messaging. Identify technology and automation opportunities while preserving personalized service. Manage the customer feedback system, analyze data to pinpoint and address friction points. Collaborate with operations and marketing teams to improve guest experience, retention campaigns, and personalized communications. Execute strategies to increase repeat business, membership growth, and referral programs. Drive revenue through customer interactions and set sales targets with incentive programs. Maintain analytics dashboards and prioritize initiatives based on business impact. Continuously test, evaluate, and scale customer experience improvements.
Qualifications
Minimum three years in customer experience, retention, loyalty, or customer success roles, with leadership experience over customer-facing teams. Proven track record developing retention strategies and loyalty programs. Strong analytical skills to derive actionable insights from customer data. Experience with CRM and customer service platforms. Demonstrated ability to identify revenue growth opportunities through customer service initiatives. Skilled in operational improvements, project management, and cross-department collaboration. Excellent communication and problem-solving abilities. Proactive, creative, commercially minded, and adaptable to fast-paced, evolving environments. Interest in wellness and building engaged, community-driven customer relationships. Advantageous but not required: background in fitness, wellness, hospitality, multi-location businesses, subscription models, marketing automation, and experience implementing live chat or SMS support.