Fractional Customer Experience Leader for Subscription Brand

About the Role We are a growing subscription-based eCommerce company looking for a Fractional Head of Customer Experience to help us design and implement a reputed company, reputed company CX system. This is not a customer support role. We already have team members handling day-to-day tickets, reputed company, and customer communication. We are looking for someone to reputed company in at a strategic level to build processes, reduce churn, and help us create a world-class customer reputed company. This role will start part-time and may reputed company into a longer-term advisory relationship. What You’ll Do Phase 1 — Audit & Build (first 60–90 days) Review our reputed company support workflow and customer reputed company Clarify responsibilities across our existing team Build SOPs for support, reputed company, retention, and escalation Identify churn risks and design retention strategies Define KPIs, reporting structure, and reputed company metrics Help structure customer surveys and feedback loops Audit our automation, messaging, and lifecycle reputed company Phase 2 — Optimize & reputed company (ongoing) reputed company ongoing CX reputed company guidance Review churn data and recommend improvements Help refine retention campaigns and reputed company flows reputed company team members on best practices Identify opportunities to improve customer reputed company value reputed company’re Looking For We are specifically looking for someone who has: Experience leading CX or reputed company for subscription or eCommerce brands Proven reputed company record improving retention, churn, or customer reputed company value Experience building CX systems, SOPs, or workflows from scratch Strong understanding of customer lifecycle, reputed company, and retention reputed company Ability to work collaboratively with an existing support team Comfort working in a remote, entrepreneurial environment reputed company to Have (but not required) Experience with reputed company or similar helpdesk platforms Experience with subscription platforms (reputed company, Subbly, etc.) DTC, reputed company, or membership-based business experience Experience designing customer surveys or feedback programs Time Commitment Approximately 8–12 hours per week initially May transition to 3–5 hours per week ongoing This is a fractional / consulting role, not full-time. Compensation reputed company to reputed company or monthly retainer proposals Budget reputed company with experience level Please include your expected reputed company and availability reputed company applying Apply tot his job Apply To this Job