Lead customer retention and experience at Puppy Sphere, using analytics and loyalty strategies to grow memberships, repeat bookings, and revenue across North America.

As Head of Customer Retention and Experience, you will own satisfaction, loyalty, memberships, and repeat revenue. You will lead the Customer Retention and Experience team while building scalable service systems, customer journey improvements, and retention programs. The work combines customer data, CRM systems, lifecycle campaigns, and cross-functional collaboration with Marketing and Studio Operations.

Key Responsibilities:

- Lead, coach, and develop the Customer Experience team
- Own service performance, satisfaction, resolution, and recovery
- Build scalable standards, training, processes, and knowledge resources
- Develop loyalty, referral, rebooking,



and win-back programs
- Set targets, track performance, and optimize retention initiatives

Requirements:

- Three or more years in retention, customer experience, or related fields
- Experience managing or coaching customer-facing teams
- Experience developing loyalty, membership, or retention strategies
- Robust analytical, communication, project management, and problem-solving skills
- Experience with CRM systems, service tools, and customer data

Shape Puppy Sphere’s customer lifecycle through measurable retention, thoughtful service, membership growth, and data-informed loyalty programs.

📌 Head of Customer Retention Experience (Canada)
🏢 Puppy Sphere
📍 Canada