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
Solid 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.
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📌 Head Of Customer Retention Experience Montreal (Canada)
🏢 Puppy Sphere
📍 Canada