Customer Experience Director

We are looking for an experienced CX leader to take full ownership of Treatwell's Customer Experience operation. You will lead and support a multilingual team, own our AI-first support model, and drive meaningful improvement in how we serve both customers and salon partners.

Reporting directly to the Chief Experience Officer, you will set the strategy, hold the performance standards, and build the structure that allows Treatwell's CX to scale with the business. This is a role with genuine authority - you own the satisfaction number, define how we operate, and steer a team that spans multiple countries and cultures.

You will be responsible for:

CX Strategy & Leadership

• Champion Treatwell's CX organisation, defining the operational strategy and execution model across all markets
• Deliver measurable improvements in customer and partner satisfaction, operational efficiency and service consistency
• Build a scalable CX structure that supports Treatwell's continued growth, with clear accountability at every level
• Foster a high-performance culture centred on customer empathy, quality, and continuous improvement
• Lead the relaunch of inbound partner phone support across priority markets, defining channel standards from the ground up

AI-Enabled Support & Automation

• Partner with Product and AI teams to drive improvements in chatbot accuracy, escalation design, and handoff quality
• Ensure a seamless customer journey across automated, live agent, and asynchronous support channels
• Identify and partner on opportunities to use automation to improve experience and operational efficiency simultaneously

Operational Excellence

• Monitor day-to-day CX operations across multiple markets and languages, maintaining consistent service standards
• Embed strong QA, coaching, and training frameworks
• Establish clear performance metrics and reporting across markets and channels
• Manage capacity planning and workforce management across regional and hub teams.

Product & Cross-Functional Collaboration

• Act as the primary CX voice into Product and Engineering, translating customer and partner insight into clear, prioritised improvement opportunities
• Own the feedback loop on chat interface and tooling improvements, ensuring CX friction points are visible and actioned
• Work cross-functionally with market teams and country leads, balancing local needs with global standards

About Treatwell:

Hi, we’re Treatwell. Nice to meet you.

We’re a team of 700 passionate and brilliantly talented people across Europe. We’re the industry’s smartest salon management software, all connected to Europe’s leading bookings platform, working with over 50,000 salon partners across 13 countries, processing over 8 million bookings every month. And….breathe.

But we’re not done yet. We’re on an exciting journey to digitally revolutionise the hair and beauty community.

If this excites you, we might just have the role for you.

Requirements:
About you:

• 10-12+ years in customer experience, support operations, or service delivery leadership, with a track record of driving performance improvement at scale
• Experience leading large, multilingual support teams across multiple markets, ideally in a digital marketplace, SaaS, or high-growth technology environment
• Demonstrable experience operating in a chat-first or AI-enabled support environment
• Proven ability to hold product and engineering teams accountable to customer outcome metrics, not just feature delivery
• Experience managing or working closely with an offshore or multilingual hub operation

Skills & Mindset

• Strong data fluency. Ability to define your own KPI framework, track leading indicators, and make decisions from evidence
• Operational depth. Ability to manage complex, multi-market support organisations while staying close to the front line
• Cross-functional credibility. Comfortable in a room with product, engineering, and commercial leaders, and able to influence without authority
• Excellent leadership and communication skills across cultures and languages

The Kind of Leader We're Looking For

• Customer-obsessed. Genuinely motivated by delivering outstanding experiences for customers and partners alike
• Strategic and hands-on. Able to set the vision and roll up your sleeves when it matters
• Performance focus. Keeps a high bar for performance and establishes structures to enable it
• Commercially minded. Understand that great CX drives retention, partner loyalty, and revenue, and you can make that case

Benefits:
We’ll treat you with:

• Monthly 40 EUR Treatwell vouchers so you can treat yourself too
• 28-days holiday, plus bank holidays
• A discount for gym membership

• Mental health support through our partnership with Open-Up
• Hybrid way of working (2 days from home + 3 days in our lovely office near Quevedo metro station)
• Enhanced maternity/paternity leave