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Lead Voice of the Customer (all genders)

Berlin

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 

The primary focus of this role is to architect and elevate the customer experience for members, partners, and clients across all brands. You will serve as the strategic bridge between customer expectations and company delivery, leading a team of CX Specialists to design a frictionless journey.
By collaborating with Product, Marketing, Finance, and Sales, you will identify systemic pain points and drive a "Contacts to Zero" strategy. Rather than just managing inquiries, you will focus on refining the end-to-end journey to ensure that processes are intuitive, streamlined, and high-value, reducing the need for support interactions.

What you will do

  • You analyze end-to-end member and partner journeys to identify friction points and improve the customer experience
  • You lead cross-functional initiatives to simplify internal processes and create seamless customer interactions
  • You partner with Product, Engineering, Finance, Marketing, and B2B teams to ensure new products and policies are customer experience–ready
  • You drive the "Contacts to Zero" strategy by identifying and eliminating the root causes of avoidable customer contacts
  • You translate customer feedback and CX data into actionable business requirements and product improvements
  • You define and monitor customer experience quality standards to ensure consistent service excellence
  • You champion a customer-first mindset by advocating for continuous improvements across the organization

What you will need to succeed

  • You lead and develop a high-performing team, fostering a culture of coaching, collaboration, and continuous growth
  • You solve complex customer experience challenges by identifying root causes and implementing sustainable process and product improvements
  • You drive organizational change and champion a customer-centric mindset across teams and stakeholders
  • You analyze CX data to generate actionable business insights and identify opportunities to improve customer satisfaction and operational performance
  • You communicate effectively with cross-functional stakeholders and influence decisions through strong presentation and stakeholder management skills
  • You bring 3–5 years of experience in Customer Service or Customer Experience, including at least 2 years in a people leadership role, with a degree in Business, Communications, or a related field
  • You leverage CRM platforms (e.g., Zendesk), CX analytics tools, and AI technologies to optimize customer operations; previous frontline support experience and additional European languages are a plus

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).

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When you apply to a job on this site, the personal data contained in your application will be collected by Urban Sports GmbH(“Controller”), which is located at Voltairestr. 10, 10179 Berlin and can be contacted by emailing jobs@urbansportsclub. Controller’s data protection officer can be contacted at datasecurity@urbansportsclub.com. Your personal data will be processed for the purposes of managing Controller’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment. Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller’s behalf. Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this site. The transfer will be subject to appropriate additional safeguards under standard clauses according to Art. 28 GDPR. Also, greenhouse is listed under the EU-US Privacy shield to provide a proper level of security for your information provided (https://www.privacyshield.gov/participant?id=a2zt00000004U1KAAU). Your personal data will be retained by Controller as long as it is necessary to evaluate your application for employment. Personal data is stored exclusively for the purpose of filling the vacant position for which you have applied. For reasons of general equal treatment, the German law permits further storage of your data for a further two months after completion of the application procedure in accordance with § 15 Para. 4 of the General Equal Treatment Act (Allgemeines Gleichbehandlungsgesetz - AGG). Under the GDPR, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You also have to right to data portability. In addition, you may lodge a complaint with an EU supervisory authority.* If you wish more details regarding your rights please contact our data protection officer.

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