1. About BHOUT

BHOUT is on a mission to revolutionize the way people approach fitness. We understand that many individuals struggle to find enjoyment in traditional physical exercise, which often leads to its avoidance. That's where BHOUT comes in. We're dedicated to transforming the fitness experience into an exciting and engaging activity. Our smart boxing bags, fueled by cutting-edge AI technology and a dedicated app, are designed to gamify fitboxing, turning it into an immersive game that rewards your sweat.

Starting with a thriving BHOUT club in the heart of Lisbon, we're now expanding our reach globally. BHOUT bags will be a familiar sight everywhere – whether it's in offices, homes, buildings, or gyms – making fitness accessible wherever the mood strikes.

2. Working at BHOUT Means:

🙋‍♀️ Friendly - Simple and user-friendly to make it more accessible, democratic and fun.

🌏 Inclusive - Everyone is different. We acknowledge and celebrate each individual.

💎 Transparent - We are what we are. We don’t hide or pretend.

🥊 Punch - BHOUT makes a difference. Everything we do has a punch, gets noticed.

💡 Curious - Eternally evolving. Driving the fitness world forward. Creating new rituals and trends.

🤝 Connected - We are a team of many. To build a community, we have to build connections, using technology, creating live experiences.

3. About the Role

We are looking for a highly qualified AVP of Marketing & Customer Experience to lead our cross-functional team. This role is pivotal in ensuring that the Brand & Comms, Customer Support, Community, Acquisition, and Customer Success areas operate in an integrated way, focusing on results and excellence.

Reporting directly to the COO, the AVP will oversee the following teams:

• Marketing: Focused in strategically leading the marketing function, guiding the development and execution of comprehensive marketing strategies, ensuring consistency across all brand touchpoints.
• Customer Experience: Focused on customer experience and ensuring exceptional support in all interactions through Customer Support (resolving issues and providing technical and operational support to all clients) and Community (tasked with managing and fostering an active and engaged community around the BHOUT brand).
• Growth: Focused on revenue, optimizing growth and performance strategies through Acquisition (Defining strategies for customer acquisition in collaboration with external agencies and analyzing campaign results and client data to provide recommendations for performance optimization) and Customer Success (ensuring customer retention and satisfaction by aligning customers’ goals with BHOUT’s products and services).

4. What You'll Do:

Marketing:

• Strategically lead the Brand & Comms function, ensuring all marketing efforts are aligned with the company’s overall business objectives.
• Develop and implement integrated marketing plans, including brand strategy, product marketing, digital marketing, and content creation.
• Drive the development of key messaging, creative direction, and storytelling strategies across all customer touchpoints.
• Help identify new channels and platforms to expand brand awareness and reach, driving alignment across digital and offline efforts.
• Monitor and evaluate marketing performance metrics to drive continuous improvement and innovation.

Customer Support:

• Ensure a fast and effective resolution of customer issues, working alongside Customer Support when necessary.
• Analyze customer feedback to identify recurring issues, implement solutions, and improve processes.
• Contribute to the creation of FAQs, help guides, and resources that enhance the support experience.
• Personally handle escalated cases and define action plans to prevent similar issues.

Community Management:

• Collaborate with Community to engage and grow an active customer base through forums, social media, and other platforms.
• Actively participate in community-building initiatives, including events, webinars, and online interactions.
• Design and execute strategies to increase brand loyalty and customer engagement.
• Monitor community sentiment and provide actionable insights to enhance the customer journey.

Acquisition:

• Partner with the Acquisition Team to design and oversee data-driven acquisition strategies, ensuring alignment with growth objectives.
• Analyze data from campaigns (Google Ads, Social Media Ads, SEO/SEM) to identify opportunities and recommend optimizations.
• Personally ensure alignment between external agencies and internal goals, providing input on ad targeting, messaging, and creative approaches.
• Stay updated on acquisition trends and tools to implement innovative strategies.
• Oversee external agency work to ensure the quality and effectiveness of digital campaigns.

Customer Success:

• Work closely with Customer Success to develop processes that drive customer satisfaction and retention.
• Directly engage with key customers to understand their goals and ensure their needs are met.
• Collaborate on onboarding strategies to ensure new customers maximize the value of BHOUT’s products and services.
• Track success metrics (e.g., NPS, retention rates) and identify ways to improve the customer lifecycle.

General Responsibilities:

• Actively contribute to strategy sessions while remaining involved in the execution of campaigns, processes, and projects.
• Define and monitor clear KPIs for all team members and directly support them in achieving their targets.
• Promote a culture of innovation and collaboration across all teams.
• Be an active contributor to the overall growth and evolution of the BHOUT brand.
• Coordinate and align the work of the heads and their respective teams, fostering effective collaboration across areas.
• Define and monitor clear KPIs to measure the success of initiatives across all areas under your responsibility.

5. What You'll Need:

• Bachelor’s/Master’s degree in Marketing, Management, Communication, or related fields.
• At least 5 years of experience in leadership roles in related areas.
• Strong analytical skills and the ability to use data metrics to inform strategic decisions.
• Hands-on knowledge of Customer Support, Community Management, Customer Acquisition and Success, with a track record of implementing excellence in these areas.
• Exceptional leadership, communication, and team management skills across multidisciplinary teams.
• Proven experience in managing and coordinating digital campaigns in collaboration with external agencies (Google Ads, Social Media Ads, SEO/SEM).
• Experience in the fitness or technology industry is highly valued.
• Innovative, results-oriented, collaborative and startup culture mindset.

6. Our Perks:

• Competitive Compensation: Competitive salary and performance-based bonuses.
• Extra Time Off: Enjoy a minimum of 25 vacation days annually at BHOUT!
• Work-Life Balance: Work on your terms with BHOUT's flexible hours and hybrid/remote work options!
• Train with BHOUT: Enjoy free BHOUT Club membership.
• Entrepreneurial Environment: Dynamic atmosphere where every voice is heard, and every idea has the potential to make a significant impact.
• Team Get-Togethers: Regular team events and offsites to foster collaboration and camaraderie!

Join Us!

BHOUT is an equal opportunity employer. We celebrate diversity and welcome applicants from all backgrounds. Join us in our mission to make fitness fun and accessible for everyone!