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- Tasks: Lead and enhance Treatwell's Customer Experience operation with a focus on AI and multilingual support.
- Company: Join Treatwell, the leading salon management software revolutionising the beauty industry.
- Benefits: Competitive salary, dynamic work environment, and opportunities for professional growth.
- Why this job: Make a real impact in customer satisfaction and drive innovation in a fast-paced tech environment.
- Qualifications: 10+ years in customer experience leadership with a strong track record in performance improvement.
- Other info: Be part of a high-performance culture that values empathy, quality, and continuous improvement.
The predicted salary is between 54000 - 84000 £ per year.
We are looking for an experienced CX leader to take full ownership of Treatwell's Customer Experience operation. You will lead and support a multilingual team, own our AI-first support model, and drive meaningful improvement in how we serve both customers and salon partners.
Reporting directly to the Chief Experience Officer, you will set the strategy, hold the performance standards, and build the structure that allows Treatwell's CX to scale with the business.
- Deliver measurable improvements in customer and partner satisfaction, operational efficiency and service consistency.
- Build a scalable CX structure that supports Treatwell's continued growth, with clear accountability at every level.
- Foster a high-performance culture centred on customer empathy, quality, and continuous improvement.
- Lead the relaunch of inbound partner phone support across priority markets, defining channel standards from the ground up.
- AI-Enabled Support & Automation.
- Partner with Product and AI teams to drive improvements in chatbot accuracy, escalation design, and handoff quality.
- Ensure a seamless customer journey across automated, live agent, and asynchronous support channels.
- Monitor day-to-day CX operations across multiple markets and languages, maintaining consistent service standards.
- Embed strong QA, coaching, and training frameworks.
- Establish clear performance metrics and reporting across markets and channels.
- Manage capacity planning and workforce management across regional and hub teams.
- Own the feedback loop on chat interface and tooling improvements, ensuring CX friction points are visible and actioned.
- Work cross-functionally with market teams and country leads, balancing local needs with global standards.
10-12+ years in customer experience, support operations, or service delivery leadership, with a track record of driving performance improvement at scale.
- Experience leading large, multilingual support teams across multiple markets, ideally in a digital marketplace, SaaS, or high-growth technology environment.
- Demonstrable experience operating in a chat-first or AI-enabled support environment.
- Experience managing or working closely with an offshore or multilingual hub operation.
- Strong data fluency. Ability to manage complex, multi-market support organisations while staying close to the front line.
- Comfortable in a room with product, engineering, and commercial leaders, and able to influence without authority.
- Excellent leadership and communication skills across cultures and languages.
- Performance focus. Keeps a high bar for performance and establishes structures to enable it.
Locations
Head of Customer Experiences in Essex, London employer: Treatwell
Contact Detail:
Treatwell Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Experiences in Essex, London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at Treatwell or similar companies. A friendly chat can open doors and give you insider info on the company culture and what they really value in a candidate.
✨Tip Number 2
Prepare for the interview by diving deep into Treatwell's customer experience strategies. Familiarise yourself with their AI-first support model and think of ways you could enhance it. Showing that you understand their approach will set you apart from other candidates.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've driven performance improvements in previous roles. Use metrics to back up your achievements, as numbers speak volumes in the CX world.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining the Treatwell team and contributing to their exciting journey.
We think you need these skills to ace Head of Customer Experiences in Essex, London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the job description. Highlight your experience in customer experience and support operations, especially if you've led multilingual teams or worked in a digital marketplace. We want to see how your background aligns with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer experience and how you can drive improvements at Treatwell. Share specific examples of your achievements and how they relate to the role. We love a good story!
Showcase Your Data Skills: Since data fluency is key for this role, make sure to include any relevant metrics or results from your previous roles. Whether it's improving customer satisfaction scores or operational efficiency, we want to see how you've used data to drive success.
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team at Treatwell!
How to prepare for a job interview at Treatwell
✨Know Your CX Stuff
Make sure you brush up on the latest trends in customer experience, especially in AI-enabled support. Be ready to discuss how you've driven performance improvements in previous roles and how you can apply that knowledge at Treatwell.
✨Showcase Your Leadership Skills
Prepare examples of how you've led multilingual teams and fostered a high-performance culture. Think about specific challenges you've faced and how you overcame them, as this will demonstrate your ability to manage diverse teams effectively.
✨Understand the Metrics
Familiarise yourself with key performance metrics in customer experience. Be prepared to discuss how you would establish and monitor these metrics at Treatwell, ensuring that service standards are consistently met across all markets.
✨Cross-Functional Collaboration
Think about how you've worked with product, engineering, and commercial teams in the past. Be ready to share examples of how you influenced decisions without direct authority, as this will be crucial for success in this role.