About this role
Customer Experience Director Treatwell's Customer Experience operation serves two audiences: consumers booking beauty and wellness appointments, and the salon partners who run their businesses on our platform. As Director of Customer Experience, you will lead a multilingual, multi-market CX team, reporting to the Chief Experience Officer. You will set the strategy, define how we operate, and build the team and structure that let CX scale with the business. You will be accountable for customer and partner satisfaction, and you will work closely with Product, Engineering and market leaders to improve the experience end to end.
You will be responsible for:
What you'll own
Customer and partner satisfaction results across markets and channelsCX strategy and operating model, including channel standards and the launch of new support modelsThe structure, capability and performance of a multilingual team across regional and hub operationsThe KPI framework and performance reporting across markets and channelsQuality assurance, coaching and training standardsCapacity planning and workforce management strategyWhat you'll influence
Chatbot accuracy, escalation design and handoff quality, in partnership with Product and AIThe Product and Engineering roadmap, as Treatwell's primary CX voiceThe balance between local market needs and global standards, alongside country leadsWhat you'll do Lead the CX organisation
Define the CX strategy and execution model across all marketsBuild a scalable structure with clear accountability at every levelCreate a high-performance culture grounded in customer empathy, quality and continuous improvementLaunch new support models across markets, setting channel standards from the ground upShape our AI-enabled support model
Partner with Product and AI teams to improve chatbot accuracy, escalation design and handoff qualityDesign a seamless journey across automated, live agent and asynchronous channelsIdentify automation opportunities that improve experience and efficiency togetherRun operational excellence
Establish the operating rhythm, forecasting and workforce management capability that keep service consistent across markets and languagesEmbed QA, coaching and training frameworksDefine a KPI framework, with leading indicators, that drives decisions from evidenceBe the voice of the customer and partner
Translate customer and partner insight into clear, prioritised opportunities for Product and EngineeringOwn the feedback loop on the chat interface and tooling, so CX friction points are visible and acted onWork with market teams and country leads to align local priorities with global standardsAbout you:
The kind of leader we're looking for
Customer-obsessed: motivated by great experiences for customers and salon partners alike.Strategic and hands-on: you set the vision and roll up your sleeves when it matters.Performance-focused and people-first: you keep a high bar and build the coaching, structure and culture that help people meet it.Commercially minded: you know great CX drives retention, partner loyalty and revenue, and you can make that case to the business.Essential
12+ years of senior experience leading customer experience or support operations at scaleLeadership of multilingual teams across multiple marketsExperience in a chat-first or AI-enabled support environmentStrong data fluency: you define your own KPIs, track leading indicators and decide from evidenceCredibility with product, engineering and commercial leaders, and the ability to influence without authorityExcellent communication and leadership across culturesNice to have
Background in a digital marketplace, SaaS or high-growth technology businessExperience running or working closely with an in-house or outsourced hub operationExperience holding product and engineering teams to customer outcome metrics, not just feature deliveryAdditional European languagesAbout Treatwell
We're a team of 800+ people working every day to transform the beauty industry across Europe. We've built the leading salon management software, connected to Europe's number one marketplace, helping thousands of professionals run and grow their business.
The numbers speak for themselves:
Over 95,000 partner salonsPresent in 14 countriesMore than 23.5 million bookings every yearAnd the best is yet to come. If you want to join an international, innovative and fast-growing company where your work has a real, visible impact... join us!
We’ll treat you with:
28 working days holiday, plus local bank holidaysMonthly €40 Treatwell vouchers so you can treat yourself tooMental health support through our partnership with Open-UpMarket-specific benefits that will be discussed in the interview processSalary: €80K – €95K (On-Target Earnings)Equal Ops
We are committed to fostering a diverse, inclusive, and equitable workplace and are proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to their condition.