Head of Customer Experience - Fitness Services

Role Overview Curefit is looking for a dynamic and strategic Head of Customer Experience to lead and own the complete customer journey across all touchpoints for its Fitness Services vertical. In this leadership role, you will be responsible for building a customer-first culture, defining CX vision, and implementing data-driven strategies that enhance brand interactions, drive engagement, and fuel business growth. You will work in close collaboration with cross-functional teams including product, tech, operations, analytics, and franchise partners to deliver seamless and memorable experiences at scale. Key Responsibilities - Define and own the CX strategy, vision, and success metrics for the Fitness Services business - Act as the internal voice of the customer at all leadership forums and embed customer-first thinking across the organization - Design, optimize, and continuously improve the end-to-end customer journey by identifying pain points and leveraging customer insights - Lead service redesign initiatives including process, product, policy, and SOP improvements - Oversee customer support operations including contact center management and escalation handling - Drive improvements in key operational metrics such as contact ratio, AHT, FCR, resolution quality, and cost per contact - Increase automation, self-serve capabilities, and productivity through AI-driven solutions - Own and track CX metrics including NPS, CSAT, post-session feedback, contact ratio, and escalation trends - Build closed-loop feedback systems and voice-of-customer programs - Collaborate with analytics, product, tech, brand, operations, and growth teams to integrate CX principles across all business functions - Build, mentor, and scale high-performing CX and support teams while developing future CX leaders within the organization Required Qualifications - Bachelor degree along with a Tier 1 MBA - 7 or more years of experience in customer experience, consulting, or corporate strategy - Prior experience leading CX functions at startups or high-growth companies in consumer internet, marketplaces, fitness or wellness, D2C, or fintech sectors is preferred - Strong cross-functional leadership and stakeholder management skills - Excellent project management abilities with a structured approach to driving complex, multi-team initiatives - Strong analytical and problem-solving skills with a data-driven mindset - Excellent written and verbal communication, negotiation, and interpersonal skills - Ability to manage multiple priorities effectively in a fast-paced environment - Willingness to travel to fitness centers occasionally as required Why Join Us Curefit is one of India's leading health and fitness brands, offering a high-impact environment where your leadership can shape the experience of millions of customers. This is a rare opportunity to build and scale a world-class CX function at the intersection of fitness, technology, and consumer innovation.

- Tier 1 MBA with a relevant Bachelor degree - 7 or more years in customer experience, consulting, or corporate strategy - Experience leading CX at startups or high-growth consumer internet or wellness companies - Strong cross-functional collaboration and stakeholder management skills - Proficiency in CX metrics such as NPS, CSAT, FCR, AHT, and contact ratio - Analytical and structured problem-solving approach - Excellent communication, negotiation, and interpersonal skills - Proven team leadership and people development capabilities - Familiarity with AI-driven automation and self-serve customer support tools - Willingness to travel to fitness centers as needed

- Leadership role at a fast-growing fitness and wellness brand - Opportunity to build and scale a high-impact CX function - Collaborative and innovation-driven work environment - Exposure to cross-functional teams across product, tech, and operations