Customer Experience Director

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 scale
• Leadership of multilingual teams across multiple markets
• Experience in a chat-first or AI-enabled support environment
• Strong data fluency: you define your own KPIs, track leading indicators and decide from evidence
• Credibility with product, engineering and commercial leaders, and the ability to influence without authority
• Excellent communication and leadership across cultures

• Background in a digital marketplace, SaaS or high-growth technology business
• Experience running or working closely with an in-house or outsourced hub operation
• Experience holding product and engineering teams to customer outcome metrics, not just feature delivery
• Additional European languages

• 28 working days holiday, plus local bank holidays
• Monthly €40 Treatwell vouchers so you can treat yourself too
• Mental health support through our partnership with Open-Up
• Market-specific benefits that will be discussed in the interview process
• Salary: €80K - €95K (On-Target Earnings)

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.

What you'll own

• Customer and partner satisfaction results across markets and channels
• CX strategy and operating model, including channel standards and the launch of new support models
• The structure, capability and performance of a multilingual team across regional and hub operations
• The KPI framework and performance reporting across markets and channels
• Quality assurance, coaching and training standards
• Capacity planning and workforce management strategy

What you'll influence

• Chatbot accuracy, escalation design and handoff quality, in partnership with Product and AI
• The Product and Engineering roadmap, as Treatwell's primary CX voice
• The balance between local market needs and global standards, alongside country leads

What you'll do
Lead the CX organisation

• Define the CX strategy and execution model across all markets
• Build a scalable structure with clear accountability at every level
• Create a high-performance culture grounded in customer empathy, quality and continuous improvement
• Launch new support models across markets, setting channel standards from the ground up

Shape our AI-enabled support model

• Partner with Product and AI teams to improve chatbot accuracy, escalation design and handoff quality
• Design a seamless journey across automated, live agent and asynchronous channels
• Identify automation opportunities that improve experience and efficiency together

Run operational excellence

• Establish the operating rhythm, forecasting and workforce management capability that keep service consistent across markets and languages
• Embed QA, coaching and training frameworks
• Define a KPI framework, with leading indicators, that drives decisions from evidence

Be the voice of the customer and partner

• Translate customer and partner insight into clear, prioritised opportunities for Product and Engineering
• Own the feedback loop on the chat interface and tooling, so CX friction points are visible and acted on
• Work with market teams and country leads to align local priorities with global standards