Head of Customer Experience and Lifecycle, NOBL

United Statesexecutive

Customer Experience ManagerCustomer

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Quick Summary

Key Responsibilities

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,

Technical Tools

Customer Experience ManagerCustomer

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

Requirements

~2 min read

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

We are founder-led and operate with speed, direct communication, and clear accountability
We believe in exceptional management and invest in tools and opportunities to connect with colleagues
We build products that positively impact millions of people's lives
AI is intentionally embedded in how we work, create, and scale, supporting innovation and impact
Senior leaders are expected to create structure, make decisions, and stay close to execution

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

Competitive pay and meaningful opportunities for performance-based advancement
Direct ownership of strategy, systems, execution, and team buildout within your function
Opportunity to build and scale a meaningful part of the business across two hardware-backed consumer brands
Scope and compensation growth tied to performance, role expansion, and measurable business impact

What We Offer

~1 min read

✓Health, Dental and Vision Insurance

✓Life and Disability Insurance

✓Paid Time Off

✓Nine (9) paid holidays per year

✓Complimentary Nobl & Flo products

✓Remote-first

Location & Eligibility

Where is the job

United States

On-site within the country

Who can apply

Listing Details

Posted: May 20, 2026
First seen: May 21, 2026
Last seen: May 21, 2026

Posting Health

Days active: 0
Repost count: 0
Trust Level: 60%
Scored at: May 21, 2026

Signal breakdown

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Apply for this position

Nysonian

greenhouse

Nysonian is a global brand-building company that creates and scales next-generation lifestyle brands in travel, fitness, and wellness through a full-stack direct-to-consumer platform.

Employees

350

Founded

2005

Domain

Jobs

External application · ~5 min on Nysonian's site

Please let Nysonian know you found this job on Jobera.