Head of Customer Experience and Lifecycle

About Nysonian:
Nysonian builds the next generation of global lifestyle brands; brands that inspire how people travel, move, and live. We create not just products, but experiences that empower people worldwide.

Our fast-growing portfolio includes:

NOBL Travel — redefining modern travel with design, durability, and performance.

FLO Pilates — bringing Pilates into homes and wardrobes globally.

With $150M+ in annual revenue, 300+ teammates across 6 countries, and 1.3M+ customers worldwide, we’re shaping the brands that will define the next decade.

Core Values: Winners’ Mindset | Speed with Purpose | Passion for Thoughtful Innovation | Genuineness | No Ego, Full Ownership

About Nysonian
Nysonian is one of the fastest-growing consumer portfolios, behind NOBL and Flo Pilates. We grew over 8x in 2025 and are building the next phase of the business across physical products, software, and subscription experiences.

NOBL is a functional travel brand built around a simple idea: travel products should solve real problems, not just look better. Every feature is designed to remove friction from the travel experience, from organization and access to tracking, connectivity, and protection.

Flo Pilates brings studio-quality Pilates into the home through connected fitness hardware, content, and subscription experiences.

Across both brands, we are building product ecosystems that deepen the customer relationship beyond the initial purchase and create recurring value over time. We are looking for builders who want ownership, speed, and the ability to shape products at scale.

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 the 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 not a support role and not a single-channel retention role. It is a customer journey ownership role. The goal is to make every touchpoint clearer, more timely, more useful, and more consistent with the standard of 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 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

Quality of support touchpoints as part of the journey: are response times fast, are answers clear, do customers leave the interaction with the right information and the right 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, 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 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

We use a market-based approach to 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 (9) paid holidays per year

Complimentary Nobl & Flo products

Remote-first

Nysonian is an equal opportunity employer.

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