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 teamOwn service performance, satisfaction, resolution, and recoveryBuild scalable standards, training, processes, and knowledge resourcesDevelop loyalty, referral, rebooking,



and win-back programsSet targets, track performance, and optimize retention initiativesRequirements: Three or more years in retention, customer experience, or related fieldsExperience managing or coaching customer-facing teamsExperience developing loyalty, membership, or retention strategiesStrong analytical, communication, project management, and problem-solving skillsExperience with CRM systems, service tools, and customer dataShape Puppy Sphere’s customer lifecycle through measurable retention, thoughtful service, membership growth, and data-informed loyalty programs.#J-18808-Ljbffr

📌 Head Of Customer Retention Experience (Toronto)
🏢 Puppy Sphere
📍 Toronto