Position Details
Head of Member Experience
Apply NowRegular, F/T
Summary
We are seeking a visionary and strategic leader to serve as our Head of Member Experience. This individual will oversee the Member Services and Retention departments, ensuring a seamless and delightful customer journey from initial engagement through membership retention. Will be responsible for optimizing the customer experience across all touchpoints, including product, marketing communications, website usability, and online help resources.
Responsibilities
- Strategic Leadership: Develop and execute a comprehensive customer experience strategy aligned with business goals and objectives, driving continuous improvement and innovation.
- Marketing Oversight: Collaborate with the marketing team to ensure that marketing emails, advertisements, and promotional materials resonate with our target audience and effectively communicate our value proposition. Stay up to date with all current and upcoming marketing campaigns to ensure the MS team is prepared and the knowledge base is kept up to date.
- Product Enhancement: Work closely with the product development team to identify opportunities for product enhancements and new features that improve the customer experience and drive engagement.
- Member Services and Retention: Lead the Member Services and Retention team in delivering exceptional customer support and assistance, implementing strategies to increase member satisfaction and loyalty.
- Customer Journey Optimization: Analyze the customer journey from awareness to conversion to retention, identifying pain points and opportunities for optimization.
- Website and Help Resources: Oversee the development and maintenance of help articles, FAQs, and other resources on the website to assist customers with questions and troubleshooting. Create and maintain the knowledge base for MS canned responses across email, live chat and social moderation.
- Cancellation Process Improvement: Streamline the cancellation process to minimize friction and maximize opportunities for retention, leveraging data and insights to understand churn drivers.
- Cross-Functional Collaboration: Foster collaboration and alignment across departments, including marketing, product development, customer support, and finance, to deliver a cohesive and integrated customer experience.
- Performance Tracking and Reporting: Establish key performance indicators (KPIs) and metrics to measure the effectiveness of customer experience initiatives, providing regular reports and insights to senior leadership.
Qualifications
- Bachelor’s degree in business, marketing, or a related field; or equivalent industry experience.
- Proven experience in a leadership role overseeing customer experience functions within a subscription-based or digital media company.
- Experience working with and managing a remote team.
- Strong strategic thinking and analytical skills, with the ability to translate data and insights into actionable strategies and initiatives.
- Strong love of systems, spreadsheets and getting into the details, assuring all systems are updated and working correctly.
- Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively across all levels of the organization.
- Demonstrated track record of driving customer satisfaction, engagement, and retention through innovative and customer-centric approaches.
- Experience with customer experience tools and platforms, CRM systems, and analytics tools, experience with ZenDesk will be favorable.
- Passion for our mission and vision, with a deep understanding of the spirituality, health, and wellness space.
- Bi-lingual French/German or Spanish a plus
- US citizenship or an existing work visa is required
- Gaia subscribers strongly preferred
- Non-smoker
- Must be able to work on campus in Louisville, CO.
- No matter how extraordinary a candidate might be, even if they could bend space and time with their brilliance, we solemnly swear that we will remain unyielding in our dedication to the in-office experience. Our commitment is etched in stone and cannot be swayed by even the most awe-inspiring talents.
- Only those who possess the utmost love for in-office work need apply. Remote work enthusiasts, we respect your passion but stand firm in our ways.
Compensation
- Type: Salary
- Range: $85000 - $115000 (USD)
More About Gaia
Gaia exists as a transformational network to empower a global conscious community.
Gaia (Nasdaq: GAIA) is a publicly traded company in Louisville, Colorado. We offer global video streaming of over 8,000 original series, shows, films, documentaries, and practices for conscious living to our members in over 190 countries. Our vast video library serves as a vessel for the community we seek to empower. We are not a subscription service that streams whatever pays our bills. Our content goes deep into select niches of Seeking Truth, Transformation, Alternative Health and Yoga channels. We often cover subjects that other media companies won’t touch.
We expect you did explore Gaia’s library of original shows, documentaries, and films. If our work on ancient wisdom, who are we, our true history, coverups, and metaphysics resonates, you might be a good fit for Gaia. We seek to hire and inspire employees who embrace our mission to empower a global conscious community, who hope their work empowers our community of inspired members, to be a catalyst of transformation. The best work we do every day is to remember our vision is “to empower the evolution of consciousness.”
The perks of working collaboratively with a team dedicated to sharing this mission include an on-site gym; a beautiful solar-powered campus, complete with hiking and running trails, community garden, and a labyrinth; and an on-site, mostly organic café that serves breakfast and lunch daily including a full-service espresso bar featuring locally roasted coffee.
Full-time employees are offered alternative and traditional medical benefits including preventative coverage; as well as dental, vision, 401K, and life insurance.