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 structured, scalable CX system.

This is not a customer support role.

We already have team members handling day-to-day tickets, onboarding, and customer communication.

We are looking for someone to step in at a strategic level to build processes, reduce churn, and help us create a world-class customer journey.

This role will start part-time and may evolve into a longer-term advisory relationship.

What You’ll Do

Phase 1 — Audit & Build (first 60–90 days)

Review our current support workflow and customer journey

Clarify responsibilities across our existing team

Build SOPs for support, onboarding, retention, and escalation

Identify churn risks and design retention strategies

Define KPIs, reporting structure, and success metrics

Help structure customer surveys and feedback loops

Audit our automation, messaging, and lifecycle touchpoints

Phase 2 — Optimize & Coach (ongoing)

Provide ongoing CX strategy guidance

Review churn data and recommend improvements

Help refine retention campaigns and onboarding flows

Coach team members on best practices

Identify opportunities to improve customer lifetime value

What We’re Looking For

We are specifically looking for someone who has:

Experience leading CX or Customer Success for subscription or eCommerce brands

Proven track record improving retention, churn, or customer lifetime value

Experience building CX systems, SOPs, or workflows from scratch

Strong understanding of customer lifecycle, onboarding, and retention strategy

Ability to work collaboratively with an existing support team

Comfort working in a remote, entrepreneurial environment

Nice to Have (but not required)

Experience with Zendesk or similar helpdesk platforms

Experience with subscription platforms (Recharge, Subbly, etc.)

DTC, SaaS, 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

Open to hourly or monthly retainer proposals

Budget aligned with experience level

Please include your expected rate and availability when applying

Apply Now

Apply Now