HEAD OF COACHING AND CLIENT EXPERIENCE

Head of Coaching and Client ExperienceLocation: Remote or Burleigh officeRole Type: Full-TimeAbout The RoleWe’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 ResponsibilitiesStrategic LeadershipExecute the coaching vision across all programs in alignment with SHE-com’s brand, promise, and growth goalsLead the client journey with a focus on engagement, satisfaction, and meaningful resultsIdentify opportunities to evolve the coaching strategy based on client feedback and business objectivesTeam Management and DevelopmentHire, onboard, and lead a high-performing coaching team with diverse expertiseManage all of SHE-com’s 30+ coaches, ensuring timely delivery of program material and consistent support across all client touchpointsTrack coaching engagement, call attendance, and delivery performance to ensure quality and accountabilityMentor and train coaches regularly to ensure alignment with e-commerce trends, SHE-com frameworks, and coaching best practicesMaintain clear coverage plans so clients always have access to the right supportHigh-Touch Client ExperienceOversee delivery of Scale Mastermind and Scale Circle sessions, including game plans, one-to-one calls, and strategic roundtablesEnsure coaching sessions follow structured formats and deliver real, measurable outcomesMonitor client happiness and satisfaction across touchpoints and adjust coaching delivery as neededTraining, Workshops, and ResourcesDesign and deliver live workshops and intensives that provide deep, results-focused learningCreate and update training modules to reflect evolving client needs and program innovationsCollaborate with the product team to audit and improve coaching tools, templates, and resourcesCoaching Operations and QualityOwn the management of coaching calendars, ensuring all live calls are coveredMaintain high standards for coaching interactions, including response times, call quality, and engagement levelsAudit replays, templates, and coaching contributions to ensure consistency and clarityCommunity EngagementActively support SHE-com’s private Facebook communities, providing expert input and visibilityMonitor daily conversations and respond directly when tagged or neededEmpower the coaching team to lead discussions, answer questions, and foster connectionOnboarding and Client JourneyOwn the end-to-end onboarding process from welcome emails to first-call readinessStreamline client touchpoints to ensure new members feel confident and supported from day oneMonitor early engagement to identify clients who need extra support during their program ramp-upClient Metrics, Retention and AdvocacyTrack and deliver KPIs such as response time, engagement, satisfaction, and call attendanceIdentify and re-engage clients at risk of disengagement or churnBe the escalation point for high-priority concerns and client advocacy across all programsCollaboration and InnovationPartner with Product, Tech, and Marketing to improve coaching delivery, onboarding tools, and overall experienceProvide strategic input to inform program content updates, learning modules, and client communication strategiesBring innovation to how we coach, onboard, and engage clients, especially as we scale globallySkills And ExperienceMinimum 5 years of hands-on e-commerce experience (product-based preferred)Strong experience mentoring teams and building high-performance coaching culturesExcellent communication and emotional intelligence, with a natural ability to connect and guide othersConfident using data and feedback to drive continuous improvement and reduce churnExperience 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-comAt 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 ApplyJoin 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.