Head Of Coaching And Client Experience

Head of Coaching and Client Experience Location: Remote or Burleigh office Role Type: Full-Time About The Role We're looking for a confident and compassionate Head of Coaching and Client Experience to lead the delivery of our industry-leading programs and ensure every client feels supported, empowered, and successful.

You'll guide our coaching team, elevate the client journey, and help bring SHE-com's promise to life.

This role transforms overwhelm into clarity and growth for thousands of female entrepreneurs.

Key Responsibilities Strategic Leadership Execute the coaching vision across all programs in alignment with SHE-com's brand, promise, and growth goals Lead the client journey with a focus on engagement, satisfaction, and meaningful results Identify opportunities to evolve the coaching strategy based on client feedback and business objectives Team Management and Development Hire, onboard, and lead a high-performing coaching team with diverse expertise Manage all of SHE-com's 30+ coaches, ensuring timely delivery of program material and consistent support across all client touchpoints Track coaching engagement, call attendance, and delivery performance to ensure quality and accountability Mentor and train coaches regularly to ensure alignment with e-commerce trends, SHE-com frameworks, and coaching best practices Maintain clear coverage plans so clients always have access to the right support High-Touch Client Experience Oversee delivery of Scale Mastermind and Scale Circle sessions, including game plans, one-to-one calls, and strategic roundtables Ensure coaching sessions follow structured formats and deliver real, measurable outcomes Monitor client happiness and satisfaction across touchpoints and adjust coaching delivery as needed Training, Workshops, and Resources Design and deliver live workshops and intensives that provide deep, results-focused learning Create and update training modules to reflect evolving client needs and program innovations Collaborate with the product team to audit and improve coaching tools, templates, and resources Coaching Operations and Quality Own the management of coaching calendars, ensuring all live calls are covered Maintain high standards for coaching interactions, including response times, call quality, and engagement levels Audit replays, templates, and coaching contributions to ensure consistency and clarity Community Engagement Actively support SHE-com's private Facebook communities, providing expert input and visibility Monitor daily conversations and respond directly when tagged or needed Empower the coaching team to lead discussions, answer questions, and foster connection Onboarding and Client Journey Own the end-to-end onboarding process from welcome emails to first-call readiness Streamline client touchpoints to ensure new members feel confident and supported from day one Monitor early engagement to identify clients who need extra support during their program ramp-up Client Metrics, Retention and Advocacy Track and deliver KPIs such as response time, engagement, satisfaction, and call attendance Identify and re-engage clients at risk of disengagement or churn Be the escalation point for high-priority concerns and client advocacy across all programs Collaboration and Innovation Partner with Product, Tech, and Marketing to improve coaching delivery, onboarding tools, and overall experience Provide strategic input to inform program content updates, learning modules, and client communication strategies Bring innovation to how we coach, onboard, and engage clients, especially as we scale globally Skills And Experience Minimum 5 years of hands-on e-commerce experience (product-based preferred)Strong experience mentoring teams and building high-performance coaching cultures Excellent communication and emotional intelligence, with a natural ability to connect and guide others Confident using data and feedback to drive continuous improvement and reduce churn Experience building training or workshop content (nice to have)Proven leadership in coaching, client success, or program delivery within a fast-paced environment (nice to have)Why SHE-com At SHE-com, we're not just helping women build brands.

We're helping them create lives they love.

From launching to scaling, we're by their side with clear strategies, powerful community, and expert support.

As Head of Coaching and Client Experience, you'll be at the heart of it all.

You'll lead the team that transforms lives and businesses every single day.

How To Apply Join a business with heart and a mission.

Help us build a team that helps women change their lives through e-commerce.

Send us your CV, and instead of a cover letter, pop over a short video (2 minutes max) introducing yourself and telling us why you're perfect for this role.

We want to hear your energy.

Send to careers@shecom.co with the subject line "Your New Head of Coaching and Client Experience".

SHE-com is an equal opportunity employer.

We celebrate diversity and are committed to an inclusive environment where everyone feels supported.

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