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.
Apply To This Job