Head of Customer Experience Operations (all genders)

Meet Urban Sports Club

We are among the leading platforms for sports and wellness in Europe, dedicated to inspiring people to live active, healthy lives. With just one membership we offer access to thousands of fitness and wellness experiences across the continent.

But what truly sets us apart? We believe our people are at the heart of everything we do. If you’re curious about how we work, what we value and how you might grow with us, explore our Culture Hub & Career Opportunities.

*Big news: Wellhub and Urban Sports Club unite!*
Urban Sports Club is now a proud part of Wellhub, creating a global wellbeing ecosystem. Together, we connect 39,000 corporate clients and 97,000 wellness partners across 18 countries, offering millions of people even more ways to stay active and take care of their health.

 

The opportunity 

We are looking for someone to join our Customer Experience team as  a Head of Operations, leading the WFM and data team for CX and overseeing the administration of Zendesk.

You will be overseeing the operations CX, and all support units (Member, partner) to make sure we will have a productive workforce, drive automation and contribute to efficient processes. 

You make sure we can meet the service expectations of our members and partners efficiently and effectively by providing insight and intelligence to the team. 

You will work together with the VP of  Customer Experience making strategic, data driven decisions on how to drive our CX department to a scalable and efficient organisation, leading to advocacy of our brand.

What you will do

• You deliver accurate, timely, and actionable insights using tools such as Zendesk, Looker, and AI technologies to support business decisions
• You drive CX performance by defining KPIs with CX Heads, analyzing trends, identifying opportunities, and recommending improvements across service, satisfaction, quality, and cost
• You partner with the VP, Finance, and CX Leads to provide budget input and build business cases for strategic initiatives and process improvements
• You lead reporting, analytics, and executive presentations, ensuring stakeholders receive clear insights and ad hoc business support when needed
• You own the relationship, governance, and optimization of Zendesk, CRM, and telephony platforms, while enabling teams across the business to maximize platform capabilities
• You manage Zendesk administration for all departments outside of Customer Experience, ensuring effective governance and continuous improvement
• You lead and develop high-performing Analytics, Workforce Management, and Expert teams, fostering collaboration and operational excellence

What you will need to succeed

• You bring a university degree in Business, Business Analytics, IT, or a related field
• You have at least 3 years of experience leading and developing a team of experts
• You demonstrate strong analytical, strategic thinking, and problem-solving skills
• You leverage advanced knowledge of Zendesk, AI technologies, and business intelligence tools in a customer experience environment
• You translate data into actionable business insights and identify opportunities to drive business performance
• You bring 3–5 years of experience in Customer Experience, Customer Service, or Business Analysis and Reporting
• You communicate fluently in English, with additional European language skills considered an advantage

What’s in it for you 

• Free Urban Sports Club L Pro Membership + Friends and Family Discount: Stay active with free membership, plus discounts for friends and family.
• Flexible Work Model: Enjoy a hybrid work setup, balancing on-site and remote work options to fit your lifestyle.
• Extended Remote Work Options: Work up to 120 days remotely within the EU, the UK, and Switzerland, including 30 days outside the EU. You’ll also have the option to desk-swap at our other European offices.
• WorkOUT Life Balance: Take advantage of 30 days of paid vacation annually, plus two additional days for volunteering, flexible working hours, and complimentary access to our mental health provider Open Up.
• Personal Development: Receive an annual budget of €1,000 for professional growth, with regular internal training sessions and weekly German and English language classes.
• Engaging Team Culture: Participate in regular team and company events along with wellness initiatives that help you stay productive, healthy, and engaged in a hybrid work environment.

Urban Sports Club is committed to providing a friendly, safe, and welcoming environment for everyone who applies for a position or already works with us, regardless of their sports preferences, gender, gender identity and expression, sexual orientation, disability, physical appearance, body size, race, age, or religion (or lack thereof).