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 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.