Job Description

JOB SUMMARY

The Head of Customer Experience (CX) is responsible for designing, implementing, and managing a customer experience strategy that delivers exceptional service across all touchpoints at The Republik(s). This individual will ensure operational excellence in customer service, swift issue resolution, and full visibility into customer sentiment. They will be the internal voice of the client, driving a culture of proactive care and accountability across all departments -- from front-of-house to facilities.

KEY RESPONSIBILITIES

CX Strategy & Vision

- Design and implement a comprehensive customer experience strategy across FitRepublik and StudioRepublik.

- Align customer service standards across all departments and customer-facing roles.

- Establish clear SLAs (Service Level Agreements), escalation processes, and KPIs.

Customer Service Operations

- Audit and improve current service processes across front desks, WhatsApp/phone/email channels, and in-person interactions.

- Ensure customer inquiries, complaints, and tickets are resolved quickly and effectively via CRM or ticketing tools.

- Build and maintain customer service playbooks and SOPs.

- Oversee training for frontline staff to ensure consistency in tone, service, and brand alignment.

- Own the SOP projects across all units, collaborating with unit heads to ensure timely and effective delivery of SOPs.

Touchpoint Mapping & Optimization

- Monitor all client journeys and touchpoints (booking, onboarding, cancellations, service complaints, etc.).

- Identify service gaps and lead initiatives to improve them -- including automation and personalization.

Facilities Service Oversight

- Manage the Facilities team to ensure consistent upkeep of physical spaces.

- Introduce standards for cleanliness, safety, and response to facility-related issues raised by customers.

Voice of the Customer

- Launch and manage feedback programs (e.g., NPS, Google Reviews).

- Analyze feedback and escalate systemic issues to relevant teams.

- Regularly present customer insights and service trends to leadership.

Leadership & Culture

- Train and monitor the HOST team including customer service training, quality control, and support team development.

- Instill a customer-first mindset across all staff touchpoints through coaching and internal campaigns.

WHAT WE'RE LOOKING FOR:

- 7-10 years of experience in customer experience, customer success, or service operations (preferably in wellness, hospitality, fitness, or entertainment sectors).

- Proven ability to design and implement CX strategies.

- Strong people and stakeholder management experience.

- Exceptional verbal and written communication skills.

- Familiar with CRM, ticketing systems, and customer analytics tools.

- Proactive problem-solver with a hands-on approach.

Preferred Attributes

- Prior experience working in multi-site, high-touch environments (e.g., hotel, luxury gyms, wellness centers, or resorts).

- Deep passion for service excellence, wellness, and creating transformative client journeys.

- Can balance operational discipline with creative problem-solving.

Success in This Role Means

- Service complaints decrease by 50% within 6 months.

- All customer tickets responded to within SLA targets.

- Facilities-related complaints drop and are resolved faster.

- Frontline team consistently delivers high NPS/CSAT ratings.

- A defined and measurable CX journey map exists for every core touchpoint.

Job Type: Full-time

Application Question(s):

Do you have experience in Fitness or Hospitality Industries? * How soon can you join?