Nysonian Inc.

Head of Customer Experience and Lifecycle, NOBL

United States · Exec

Sponsorship not specified$140k-$220kDetected 4 days ago

Customer SupportCadenceLeadershipCommunication

About the role

From first site visit through purchase, delivery, onboarding, product education, lifecycle communication, reviews, referrals, returns, and reactivation.
Execution happens through Lifecycle, Web, Product, Creative, Ops, and App.
It is a customer journey ownership role.

Responsibilities

Nysonian is hiring a Head of Customer Experience and Lifecycle to own the end-to-end customer journey across NOBL and Flo Pilates.
The mandate is to identify broken customer moments, fix the root cause, and build the systems, standards, and operating cadence that prevent those issues from repeating.
This is not a support role and not a single-channel retention role.
You will report directly to the CEO and help build the customer journey function across the company.
We build products that positively impact millions of people's lives
AI is intentionally embedded in how we work, create, and scale, supporting innovation and impact
Senior leaders are expected to create structure, make decisions, and stay close to execution
Opportunity to build and scale a meaningful part of the business across two hardware-backed consumer brands

Requirements

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
You are disorganized with priorities, follow-ups, deadlines, or active workstreams
You need established systems, tooling, and reporting before you can produce
You need other senior leaders to set the strategy before you can act
Demonstrated success owning end-to-end customer journey inside a high-growth DTC, ecommerce, 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 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 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

Compensation

We use a market-based approach to compensation.
Competitive pay and meaningful opportunities for performance-based advancement
Scope and compensation growth tied to performance, role expansion, and measurable business impact
Nine (9) paid holidays per year

Benefits

Health, Dental and Vision Insurance
Life and Disability Insurance

Company info

Email, SMS, app push, in-app messaging, review timing, referral moments, win-back, and reactivation
Suppression and timing rules across all comms channels, ensuring customer status (delayed, undelivered, in escalation, refunded, returned) drives which messages they receive and which are blocked
Onboarding and activation for NOBL and Flo customers, including product education and app adoption

Equal opportunity

equal opportunity employer.

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