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