Global CX Director: AI-Enabled Multilingual Leader

Treatwell; Milano; 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

Salary €80K–€95K (OTE)

Job summary

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

You will influence product and AI roadmaps, design frictionless journeys across automated and live channels, and drive continuous improvement with a focus on business impact and cross-cultural leadership.

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: define KPIs, track leading indicators, 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 and channels.
• 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.
• Partner with Product and AI teams to improve chatbot accuracy, escalation design, and handoff quality.
• Establish operating rhythm, forecasting and workforce management to keep service consistent across markets and languages.

Skills

Leadership

Strategy

People management

Data fluency

Cross-cultural communication

Customer focus

Job description

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

You will influence product and AI roadmaps, design frictionless journeys across automated and live channels, and drive continuous improvement with a focus on business impact and cross-cultural leadership.