About Puppy Sphere:

Welcome to Puppy Sphere We’re a high-growth startup redefining the wellness category through the gentle power of puppy therapy.

As North America’s most loved puppy yoga company, we’re on a mission to bring people together through experiences that help them slow down, boost their mood, and make wellness a ritual worth coming back to.

We’ve welcomed over 450,000 guests across our 13 studios in the U.S. and Canada, built a community of over 400,000 people, and partnered with global brands including the NBA, TikTok, and Google to bring puppy therapy to workplaces, events, and communities.

We’re rapidly opening new studios and looking for passionate, ambitious people to grow with us.

If you thrive in a fast-paced environment, care deeply about people, and love raising the bar in everything you do, we’d love to hear from you

Job Description:

We're looking for a Head of Customer Retention and Experience to turn first-time guests into lifelong Puppy Sphere customers.

This is a role with direct ownership of customer satisfaction, retention, loyalty, memberships, and repeat revenue across our North American locations.

You’ll lead our Customer Retention and Experience team while building the strategies, systems, and programs that keep customers coming back. From exceptional customer service to membership growth, revenue-generating customer interactions, and cutting-edge loyalty initiatives, you’ll play a meaningful role in how we scale.

We're looking for someone who thinks like a business owner, loves both people and numbers,



and knows how to turn great customer experiences into measurable growth.

This is not just about keeping customers happy. It's about giving them every reason to come back.

Compensation:

- Total OTE: $80,500–$92,000 CAD
- Base Salary: $70,000–$80,000 CAD
- Performance-based bonus: up to 15% of base

Job Responsibilities

Customer Experience & Team Leadership

- Lead, coach, and develop a high-performing Customer Experience team.
- Own customer service performance, including response times, resolution rates, satisfaction, and service recovery.
- Build scalable processes, service standards, training programs, and a centralized knowledge base across our locations.
- Improve customer accessibility through channels such as texting, live chat, email, and phone support.
- Identify opportunities to improve efficiency through technology, automation, and AI while maintaining a personal touch.

Customer Journey & Experience Improvement

- Own the customer feedback ecosystem, including surveys, reviews, and satisfaction tracking.
- Oversee Google Business Profiles, review management, and customer reputation.
- Analyze customer behaviour and feedback to identify friction points and opportunities.
- Partner with Studio Operations to improve the end-to-end guest journey.




- Turn customer insights into actionable improvements that increase satisfaction and loyalty.

Customer Retention & Revenue Growth

- Own strategies to increase repeat bookings, purchase frequency, customer lifetime value, and revenue from our existing customer base.
- Drive growth and performance of memberships and class packs, including conversions, onboarding, renewals, engagement, and churn reduction.
- Develop loyalty, referral, rebooking, and win-back programs that encourage repeat visits and increase customer spend.
- Partner with Marketing to execute high-performing retention campaigns, personalized offers, and lifecycle communications.
- Leverage customer data and segmentation to improve engagement and conversion.
- Identify opportunities to generate incremental revenue through customer service interactions, including bookings, membership upgrades, and qualified private event leads.
- Develop sales incentives and performance targets that motivate the CX team to drive revenue while delivering exceptional customer service.
- Continuously test and optimize initiatives, scaling what works.
- Set clear retention and revenue targets, track performance, and take accountability for measurable improvements.

Analytics, Reporting & Performance

- Own reporting and performance tracking for customer satisfaction, retention, memberships, customer service sales, and repeat revenue.
- Develop clear dashboards and regular performance updates.
- Monitor customer feedback, identify recurring issues, and share actionable insights wit

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