Hi, we’re Treatwell.
Here
at Treatwell, we are changing the way people book their hair and beauty
services. We make booking hair, beauty and spa treatments simple,
effortless and fast – around the clock.
Today we are the leading
beauty booking platform in Europe working with over 30,000 salons,
processing over 1 million orders per month and operating across 11
countries. Our success to date is completely down to the 500 talented,
passionate and brilliantly-talented people working together to harness
the power of beauty, and the beauty of technology.
However, we are
still not even close to being done. Today, less than 5% of hair and
beauty is booked online - that’s tiny. We believe that booking online is
inevitable and our mission is to give every customer their perfect hair
and beauty experience.
But, for us to really fulfil our vision of
revolutionising the industry we need to do something much more
profound… we need to grow the entire industry and empower more people to
feel good about themselves more often. We believe that Treatwell can
make the world more radiant.
The Role:
The
Head of Customer Experience Operations will drive performance and
engagement across the CX department. Leading a talented team of CX
Managers, you will steer change that will maximise our customer and
partner experience across the group.
As a collaborative leader,
you are influential and motivating to your team, able to offer them
concise actionable advice to help them achieve exceptional results,
while developing their leadership capabilities. You foster strong
relationships across other departments, showcasing how CX is operating
and where they could use support.
Our Customer Experience
Specialists are the frontline support in handling both partner and
customer enquiries across channels such as voice, ticket, social and
email, having to resolve each case in a friendly manner, with a
commercial mindset in a speedy turnaround.
Responsibilities:
- Manage a team of 6 CX Managers across multiple markets
- Closely track and analyse our CX operations performance, measuring qualitative and quantitative KPIs
- Develop
the CX Managers to become strong leaders of their teams, in recognising
high potential individuals and supporting ones that may need additional
development
- Take ownership of any high end escalations across the department, ready to lead by example
- Manage performance management quarterly and annual reviews with your direct reports
- Drive process alignment between countries both for B2B as for B2C.
Requirements:
- Strong communicator both verbal and written with a clear and concise manner.
- Proven track record in leading a B2B and B2C operational team.
- Confident in questioning process and seek areas of improvement to drive change
- A strong people leader, with experience managing midsize teams
- Agility - infectious energy and tenacity and a passion, not just ability, to juggle multiple things
- Collaborative - can build strong relationships with other departmental teams
- Having experience in managing from a distance is a plus.
- Analytical thinker with a keen interest in using the data to seek areas of improvement
- English is a must; additional languages a plus
- Self-motivated, uses initiative and problem solver
- Work to tight deadlines with a can-do attitude
Perks:
- Competitive salary
- Flexible Holiday Policy
- 20€ monthly voucher to spend in our marketplace and surprise gift for your bday and anniversary
- Enhanced parental pay & leave policy
- Wellness fund
- Free breakfast and fruit
- Office 5-minute walk from Plaça Catalunya, the heart of Barcelona
- Annual Treatwell party in one of our European based cities