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 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 integral standards, alongside country leads
What you'll do

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 op

📌 Customer Experience Director (Madrid)
🏢 Treatwell
📍 Madrid