Head of Customer Experience & Support Governance

About the role

Cure.fit is seeking a senior leader to shape and execute its Customer Experience (CX) strategy for the fitness products business. Reporting to the Head of Operations & Customer Experience, you will champion the customer’s voice, drive cross‑functional initiatives, and oversee a large support organization.

Key responsibilities

• Act as the primary advocate for customers, ensuring their perspective informs daily decisions.
• Develop and implement a comprehensive CX strategy aligned with company goals.
• Identify gaps in the customer journey, prioritize high‑impact initiatives, and create a roadmap for improvement.
• Collaborate with operations, category, technology, and marketing teams to deliver seamless experiences.
• Leverage data analytics and qualitative research to generate actionable insights.
• Define, track, and act on CX metrics such as satisfaction and retention across all touchpoints.
• Lead and mentor a team of 80+ support staff, setting KPIs, managing costs, and fostering a customer‑centric culture.

Required profile

• 7+ years of professional experience, including at least 2 years managing a sizable team.
• Strong blend of strategic and operational expertise, with proven consulting or corporate strategy background.
• Demonstrated problem‑solving ability and high ownership mindset.
• Excellent stakeholder management and communication skills.
• Empathy for customers and a passion for improving their journey.

Required skills