Customer Experience Director

Treatwell; Madrid; On-site; EUR 80,000 - 95,000; Full time

Benefits offered by this job

28 days holiday

€40 vouchers monthly

Mental health support

Market-specific benefits

Job summary

Treatwell is seeking a Director of Customer Experience to lead a multilingual, multi-market CX team, reporting to the Chief Experience Officer. You will set strategy, define operating models and build a scalable structure that drives customer and partner satisfaction across markets.

You will shape an AI-enabled support model with Product and Engineering, own KPI framework, and work with country leads to balance local needs with global standards.

Qualifications

• 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 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.

Responsibilities

• 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 and partner with Product and AI teams to improve chatbot accuracy and handoff quality.
• Run operational excellence by establishing the operating rhythm, forecasting and workforce management capability.
• Be the voice of the customer and partner by translating insights into opportunities for Product and Engineering.

Skills

Senior CX leadership

Multilingual teams leadership

AI-enabled support

Data-driven decisions

Cross-functional collaboration

Influence without authority

Job description

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 global 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 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

About You

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

Nice to have

• 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

About Treatwell

We're a team of 800+ people working every day to transform the beauty industry across Europe. We've built the leading salon management software, connected to Europe's number one marketplace, helping thousands of professionals run and grow their business.

The Numbers Speak For Themselves

• Over 95,000 partner salons
• Present in 14 countries
• More than 23.5 million bookings every year

And the best is yet to come. If you want to join an international, innovative and fast-growing company where your work has a real, visible impact... join us!

We'll Treat You With

• 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)

Equal Ops

We are committed to fostering a diverse, inclusive, and equitable workplace and are proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to their condition.