SHE-com is the world’s fastest growing community-driven platform supporting female brand owners in ecommerce. We are more than a coaching organisation. We are a movement.
Our mission is to make ecommerce success feel simple and achievable by offering proven programs, expert support, and a powerful community where women uplift each other. Our programs have helped thousands of women confidently launch, scale, and grow their product-based businesses without burnout.
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.
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 ecommerce 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
Minimum 5 years of hands-on ecommerce 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)
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.
Join a business with heart and a mission. Help us build a team that helps women change their lives through ecommerce.
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.
