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 ForWhat you'll ownCustomer 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 influenceChatbot 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 integral standards, alongside country leadsWhat you'll doDefine 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 modelPartner 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 excellenceEstablis

📌 Customer Experience Director (Madrid)
🏢 Treatwell
📍 Madrid