Treatwell is Europe's leading marketplace for hair and beauty bookings, operating across more than 13 countries. The company provides a dual-sided platform consisting of a consumer-facing marketplace and a comprehensive SaaS management tool for salon owners to digitize their businesses. With a workforce of over 800 people, Treatwell has established itself as a dominant player in the beauty-tech industry, facilitating millions of appointments annually.

In Spain, Treatwell maintains its primary hub in Barcelona, which serves as a critical center for engineering, product development, and international customer operations. This makes it a highly attractive destination for international professionals, as the company culture is diverse and fast-paced. They frequently hire for roles requiring multiple languages or specialized technical skills, often using English as the primary working language for their tech and product teams.

Founded in 2008 as Wahanda in London, the company rebranded to Treatwell in 2016 following several strategic acquisitions across Europe. It has since grown into the continent's largest hair and beauty booking platform, connecting millions of users with thousands of salons.

For international professionals

Barcelona serves as a major international tech hub for the company, housing engineering, product, and data teams.
The company frequently hires for multilingual roles in customer success and sales to support its pan-European operations.
Treatwell offers a hybrid work model in Spain, providing flexibility for employees relocating to Barcelona.
English is the primary language for most technical and corporate roles, facilitating integration for non-Spanish speakers.
The office environment is highly international, featuring a diverse workforce from dozens of different nationalities.

Retention Specialist

Treatwell

This job was originally posted in Spanish and automatically translated to English. You'll most likely need Spanish to apply.

Job Description

At Treatwell, we have been driving the digitalization of the beauty sector for over 10 years, helping thousands of salons manage and grow their businesses through our platform and management software.

As a Retention Specialist, you will work with clients who are nearing the end of their contract or who have requested to cancel, understanding their needs, managing objections, and demonstrating the value that Treatwell can bring to their business.

Through a consultative and results-oriented approach, you will help salons make the most of their partnership with Treatwell, identifying opportunities to maintain long-term relationships and ensuring a positive experience throughout the renewal or retention process.

You will be responsible for:

Managing contract renewal processes with partner salons, working to maximize retention and continuity of the collaboration.
Contacting salons that have requested service cancellation or show a risk of churn to understand their needs and explore continuity alternatives.
Proactively identifying retention and reactivation opportunities, contributing to the reduction of churn.
Prioritizing retention actions based on strategic value, activity level, platform adoption, and growth potential of each partner, ensuring efficient use of resources and maximum business impact.
Conducting conversations via phone and video call to present Treatwell's value proposition, resolve doubts, and reinforce the value of the partnership.
Managing objections and negotiating solutions that are beneficial for both the client and the company.
Accurately recording interactions and actions taken in Salesforce.
Analyzing and documenting cancellation reasons to identify trends, detect improvement opportunities, and contribute to the development of new retention strategies.
Collaborating with other teams to ensure a consistent and satisfactory experience for our partners.
Maintaining up-to-date knowledge of products, processes, and market trends to offer the best possible advice to clients.

About Treatwell:

Today, we are the largest beauty booking website in Europe. We have a team of over 700 people working together from different European countries and collaborate with more than 50,000 partners in 13 countries, processing over 8 million bookings per month. But that's not all...

We are immersed in a revolutionary journey with a clear mission: to digitalize the hairdressing and beauty sector. So, if this excites you, we might have the perfect job for you.

Requirements

About you:

You have previous experience in retention, loyalty, customer service, sales, or account management.
You have experience working with targets and performance metrics.
You feel comfortable making a high volume of calls and managing conversations focused on negotiation and retention.
You possess excellent verbal and written communication skills, as well as a great capacity for active listening.
You know how to identify customer needs and adapt your discourse to offer relevant solutions.
You are an empathetic, resilient person oriented toward problem-solving.
You have a proactive attitude and like to take responsibility for your results.
You are proficient with CRM tools such as Salesforce or similar.
You enjoy working in a team and sharing best practices with your colleagues.
You have a level of English that allows you to communicate professionally (B2 or higher) and your primary language is Spanish.

We value positively:

Previous experience in retention positions.
Experience in environments oriented toward targets and commercial performance.
Ability to manage objections and negotiate agreements effectively.
Knowledge of the beauty and wellness sector or SaaS environments.
Passion for providing excellent customer service and building lasting relationships.

Benefits

We offer you:

Monthly Treatwell coupons (€40) so you can treat yourself
Discount for gym subscriptions (WellHub)
Parental bonus upon returning from maternity/paternity leave
28 vacation days + public holidays
Intensive workday on Fridays, in July and August
A dynamic organization with social events in the office.
Office in the center of Madrid (Quevedo)
Hybrid work (2 days/week after passing the probation period)
Unlimited fruit and coffee/tea in the office every day.

Equal Opportunity

We are committed to promoting a diverse, inclusive, and equitable workplace and are proud to be an equal opportunity employer. All individuals who meet the requirements will be considered regardless of their status.

View original advert (Spanish)

En Treatwell llevamos más de 10 años impulsando la digitalización del sector de la belleza, ayudando a miles de salones a gestionar y hacer crecer sus negocios a través de nuestra plataforma y software de gestión.

Como Retention Specialist, trabajarás con clientes que estén próximos a finalizar su contrato o que hayan solicitado darse de baja, comprendiendo sus necesidades, gestionando objeciones y demostrando el valor que Treatwell puede aportar a su negocio.

A través de un enfoque consultivo y orientado a resultados, ayudarás a los salones a sacar el máximo partido a su colaboración con Treatwell, identificando oportunidades para mantener la relación a largo plazo y garantizando una experiencia positiva durante todo el proceso de renovación o retención.

Serás responsable de:

Gestionar procesos de renovación contractual con salones asociados, trabajando para maximizar la retención y continuidad de la colaboración.
Contactar con salones que hayan solicitado la cancelación del servicio o que presenten riesgo de abandono para comprender sus necesidades y explorar alternativas de continuidad.
Identificar de forma proactiva oportunidades de retención y reactivación, contribuyendo a la reducción de bajas.
Priorizar las acciones de retención en función del valor estratégico, nivel de actividad, adopción de la plataforma y potencial de crecimiento de cada partner, asegurando un uso eficiente de los recursos y el máximo impacto para el negocio.
Mantener conversaciones por teléfono y videollamada para presentar la propuesta de valor de Treatwell, resolver dudas y reforzar el valor de la colaboración.
Gestionar objeciones y negociar soluciones que resulten beneficiosas tanto para el cliente como para la compañía.
Registrar de manera precisa las interacciones y acciones realizadas en Salesforce.
Analizar y documentar los motivos de cancelación para identificar tendencias, detectar oportunidades de mejora y contribuir al desarrollo de nuevas estrategias de retención.
Colaborar con otros equipos para garantizar una experiencia consistente y satisfactoria para nuestros partners.
Mantener un conocimiento actualizado de los productos, procesos y tendencias del mercado para ofrecer el mejor asesoramiento posible a los clientes.

Sobre Treatwell:

A día de hoy, somos la web de reservas de belleza más grande de Europa. Contamos con un equipo de más de 700 personas que trabajan juntas desde diferentes países europeos y colaboramos con más de 50.000 socios en 13 países, procesando más de 8 millones de reservas al mes. Pero esto no es todo...

Nos encontramos inmersos en un viaje revolucionario con una clara misión: digitalizar el sector de la peluquería y la belleza. Así que, si esto te entusiasma, puede que tengamos el trabajo perfecto para ti.

Requirements

Sobre ti:

Cuentas con experiencia previa en retención, fidelización, atención al cliente, ventas o gestión de cuentas.
Tienes experiencia trabajando con objetivos y métricas de rendimiento.
Te sientes cómodo/a realizando un alto volumen de llamadas y gestionando conversaciones orientadas a la negociación y la retención.
Posees excelentes habilidades de comunicación verbal y escrita, así como una gran capacidad de escucha activa.
Sabes identificar las necesidades de los clientes y adaptar tu discurso para ofrecer soluciones relevantes.
Eres una persona empática, resiliente y orientada a la resolución de problemas.
Tienes una actitud proactiva y te gusta asumir la responsabilidad de tus resultados.
Te manejas con herramientas CRM como Salesforce o similares.
Disfrutas trabajando en equipo y compartiendo buenas prácticas con tus compañeros.
Tienes un nivel de inglés que te permite comunicarte de forma profesional (B2 o superior) y tu idioma principal es el Castellano.

Valoramos positivamente:

Experiencia previa en posiciones de retención.
Experiencia en entornos orientados a objetivos y rendimiento comercial.
Capacidad para gestionar objeciones y negociar acuerdos de forma efectiva.
Conocimiento del sector de la belleza, bienestar o de entornos SaaS.
Pasión por ofrecer un excelente servicio al cliente y construir relaciones duraderas.

Benefits

Te ofrecemos:

Cupones mensuales de Treatwell (40€) para que puedas darte un capricho
Descuento para suscripciones en gimnasios (WellHub)
Bono parental, a la vuelta de la baja por maternidad/paternidad
28 días de vacaciones + festivos
Jornada intensiva los viernes, en julio y agosto
Una organización dinámica con eventos sociales en la oficina.
Oficina en el centro de Madrid (Quevedo)
Trabajo híbrido (2 días/semana después de pasar el período de prueba)
Frutas y café/té ilimitado en la oficina cada día.

Igualdad de oportunidades

Nos comprometemos a promover un lugar de trabajo diverso, inclusivo y equitativo y estamos orgullosos de ser una empresa que brinda igualdad de oportunidades. Todas las personas que cumplan con los requisitos serán tomadas en cuenta independientemente de su condición.