Head of Customer Experience and Lifecycle

The Opportunity

Nysonian is hiring a Head of Customer Experience and Lifecycle to own the end‑to‑end customer journey across NOBL and Flo Pilates, from first site visit through purchase, delivery, onboarding, product education, lifecycle communication, reviews, referrals, returns, and reactivation.

The mandate is to identify broken customer moments, fix the root cause, and build systems, standards, and operating cadence that prevent those issues from repeating.

You will own the journey map, lifecycle communication logic, post‑purchase education, and digital and physical touchpoints.

Execution happens through Lifecycle, Web, Product, Creative, Ops, and App.

This role sets the standards, owns the journey, and drives accountability across teams.

This is a customer journey ownership role, not a support or single‑channel retention role.

The goal is to make every touchpoint clearer, more timely, more useful, and more consistent with the brand.

Success will show up in higher activation, stronger reviews, fewer avoidable returns, better retention, higher LTV, and a customer experience that feels connected from first click to repeat purchase.

You will report directly to the CEO and help build the customer journey function across the company.

• What You’ll Own
• End‑to‑end customer journey mapping across NOBL and Flo Pilates
• Website journey, PDP clarity, search, checkout expectations, and self‑serve education
• Post‑purchase communication, shipping updates, delivery education, and exception messaging
• Physical post‑purchase experience: clarity of inserts, manuals, QR codes, product registration, setup guidance, and unboxing moments
• Email, SMS, app push, in‑app messaging, review timing, referral moments, win‑back, and reactivation
• Suppression and timing rules across all communication channels, ensuring customer status drives which messages they receive and which are blocked
• Onboarding and activation for NOBL and Flo customers, including product education and app adoption
• Quality of support touchpoints as part of the journey: fast response times, clear answers, and resolution, partnering with Customer Support on standards and feedback
• Customer friction analysis through reviews, survey feedback, return reasons, customer comments, and journey audits
• Cross‑functional journey cadence with Marketing, Lifecycle, Web, Product, Ops, Creative, and App teams
• Reporting that translates journey improvements into business impact: activation, repeat purchase, LTV, review volume, return friction, customer satisfaction, and lifecycle performance

Qualifications

• Demonstrated success owning end‑to‑end customer journey inside a high‑growth DTC, e‑commerce, subscription, or consumer brand
• Experience improving both digital and physical customer journeys, including post‑purchase communication, onboarding, packaging, manuals, product education, app activation, and lifecycle touchpoints
• Strong lifecycle understanding to define suppression logic, timing, segmentation, onboarding, reactivation, and review flows, even if not personally building every flow
• Strong understanding of web experience and site UX, with experience working closely with web and product teams to fix friction on PDPs, search, checkout, and self‑serve
• Experience operating loyalty, referral, NPS, and review programs at scale
• Strong cross‑functional leadership skills, with the ability to align Marketing, Lifecycle, Web, Product, Ops, Creative, and App around a single journey
• Strong analytical mindset, comfortable owning metrics like activation rate, repeat purchase rate, LTV, NPS, and review volume
• High ownership, speed, and comfort operating in ambiguity
• You’re Not a Fit If
• You think about lifecycle as email and SMS only, not the physical customer experience
• You cannot connect journey decisions to repeat purchase, LTV, or retention
• You identify problems but cannot turn them into systems, owners, and follow‑through
• You can execute tasks, but struggle to build systems from scratch
• You rely on direct control instead of cross‑functional accountability
• You are disorganized with priorities, follow‑ups, deadlines, or active workstreams
• You need a full team already in place to execute behind you
• You need established systems, tooling, and reporting before you can produce
• You need other senior leaders to set the strategy before you can act
• You wait for direction before acting on visible problems
• You see problems and assume they belong to someone else
• You treat seniority as a step away from the work instead of staying close to details, execution quality, and team performance

Compensation

The expected total compensation range for this role is USD $140,000 to $220,000.

This role also offers performance‑based rewards tied to business impact.

Your starting compensation will be based on your location, experience, and qualifications, with increases over time tied to performance, role growth, and company impact.

Benefits

• Health, Dental and Vision Insurance
• Life and Disability Insurance
• Paid Time Off
• Nine paid holidays per year
• Complimentary NOBL & Flo products
• Remote‑first
• Equal Opportunity Employer

Nysonian is an equal opportunity employer.

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