h3Customer Experience Director /h3 pTreatwell'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.br/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. /p h3You will be responsible for: /h3 h3What you'll own /h3 ul liCustomer and partner satisfaction results across markets and channels /li liCX strategy and operating model, including channel standards and the launch of new support models /li liThe structure, capability and performance of a multilingual team across regional and hub operations /li liThe KPI framework and performance reporting across markets and channels /li liQuality assurance, coaching and training standards /li liCapacity planning and workforce management strategy /li /ul h3What you'll influence /h3 ul liChatbot accuracy, escalation design and handoff quality, in partnership with Product and AI /li liThe Product and Engineering roadmap, as Treatwell's primary CX voice /li liThe balance between local market needs and global standards, alongside country leads /li /ul h3What you'll do /h3 pLead the CX organisation /p ul liDefine the CX strategy and execution model across all markets /li liBuild a scalable structure with clear accountability at every level /li liCreate a high-performance culture grounded in customer empathy, quality and continuous improvement /li liLaunch new support models across markets,



setting channel standards from the ground up /li /ul h3Shape our AI-enabled support model /h3 ul liPartner with Product and AI teams to improve chatbot accuracy, escalation design and handoff quality /li liDesign a seamless journey across automated, live agent and asynchronous channels /li liIdentify automation opportunities that improve experience and efficiency together /li /ul h3Run operational excellence /h3 ul liEstablish the operating rhythm, forecasting and workforce management capability that keep service consistent across markets and languages /li liEmbed QA, coaching and training frameworks /li liDefine a KPI framework, with leading indicators, that drives decisions from evidence /li /ul h3Be the voice of the customer and partner /h3 ul liTranslate customer and partner insight into clear, prioritised opportunities for Product and Engineering /li liOwn the feedback loop on the chat interface and tooling, so CX friction points are visible and acted on /li liWork with market teams and country leads to align local priorities with global standards /li /ul h3About you: /h3 h3The kind of leader we're looking for /h3 ul liCustomer-obsessed: motivated by great experiences for customers and salon partners alike. /li liStrategic and hands-on: you set the vision and roll up your sleeves when it matters. /li liPerformance-focused and people-first: you keep a high bar and build the coaching, structure and culture that help people meet it. /li liCommercially minded: you know great CX drives retention, partner loyalty and revenue, and you can make that case to the business.



/li /ul h3Essential /h3 ul li12+ years of senior experience leading customer experience or support operations at scale /li liLeadership of multilingual teams across multiple markets /li liExperience in a chat-first or AI-enabled support environment /li liStrong data fluency: you define your own KPIs, track leading indicators and decide from evidence /li liCredibility with product, engineering and commercial leaders, and the ability to influence without authority /li liExcellent communication and leadership across cultures /li /ul h3Nice to have /h3 ul liBackground in a digital marketplace, SaaS or high-growth technology business /li liExperience running or working closely with an in-house or outsourced hub operation /li liExperience holding product and engineering teams to customer outcome metrics, not just feature delivery /li liAdditional European languages /li /ul h3About Treatwell /h3 pWe'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. /p pThe numbers speak for themselves: /p ul liOver 95,000 partner salons /li liPresent in 14 countries /li liMore than 23.5 million bookings every year /li /ul h3We’ll treat you with: /h3 ul li28 working days holiday, plus local bank holidays /li liMonthly €40 Treatwell vouchers so you can treat yourself too /li liMental health support through our partnership with Open-Up /li liMarket-specific benefits that will be discussed in the interview process /li libSalary: /b €80K – €95K (On-Target Earnings) /li /ul h3Equal Ops /h3 pWe 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. /p #J-18808-Ljbffr

📌 Customer Experience Director (Milano)
🏢 Treatwell
📍 Milano