Hello, we're Treatwell - the leading European marketplace for Hair & Beauty treatments
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 biggest beauty bookings 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 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.
The role in a nutshell:
We are looking for a seasoned Operations Director who has managed
multi-site, multi-language and multi-functional teams. You'll be someone
that feels comfortable challenging the norm, has an unhealthy passion
for customer service and user experience, always striving for a better
and more innovative way. You'll have the opportunity to create a
strategic vision of how we run future Operations at Treatwell and be
there to own it. We're not looking for someone to just take over and
manage, we're open to new ideas and disruption in how we do things and
we want that someone to lead the way.
The teams
Customer Service (CS):
- Providing world-class customer service & obsessing about
customer satisfaction is the job of our CS team. We want every contact
to result in a positive WoM effect and people talking enthusiastically
about Treatwell. Furthermore, the CS team also handles process-driven
tasks such as;
- Order fulfilment, verifications and confirmations;
- Handling both B2C and B2B enquiries.
- Consumer Complaints, Cancellations and rescheduling;
- Fraud detection & prevention;
- Supporting Salons with Treatwell tool adoption & education;
Content (CN): managing the creation and optimisation of salon profiles:
- Creating appealing salon profiles that include all information leading to a perfect booking experience;
- Managing the offline to online onboarding process leading to the first “welcome call” by Account Managers;
- Ensuring the quality of uploaded content maximises the chances of an informed purchase by consumers.
Each country employs a fully dedicated team (that includes both CS
and CN executives) reporting into an Operations Manager. These teams are
responsible for the day-to-day running of CS & CN operations with
the final aim to make the experience for customers as satisfactory as
possible driving loyalty & repeat usage behaviour of Treatwell.
Although each team has dotted-line reporting into the Country Managers,
they all report into the central operations organisation and ultimately
to the Group Operations Director.
The teams are split in three locations with FR-IT-ES-UK-IE-LT based in Barcelona, NL-BE in Amsterdam and DACH in Berlin.
As Operations teams focus on both the first point of contact (Salon
profiles) and last point of contact (Order issues) - Operations are
right at the heart of the organisation and interact with all key
business functions playing a key role in the success of the company.
You will
The Group Operations Director will be the leader of our Operations
organisation, spanning across three international sites, developing our
vision and sharing the mission internally and externally. The successful
candidate will be responsible for the day-to-day management of our
operations teams (100+ employees) as well as creating and implementing a
strategy aimed at harmonising activities across the various country
teams to support the company’s vision.
The Group Operations Director will report directly into the Chief International Officer and will be part of the company’s Leadership Team along with other functional leaders and country heads.
People:
- Leading a diverse, international team which includes senior & functional leaders;
- Creating an inspiring environment for people to grow & develop into, with international career opportunities;
- Monitoring our internal employee satisfaction score & implementing actions to keep improving the workplace;
- Responsible for the overall hiring, retention, workforce plans and engagement strategy of the Operations workforce;
- Ensure that capacity plans are designed, implemented and working effectively;
- Lead all Operations communication efforts to ensure the team
understands key business objectives and how they each individually
contribute to the overall company performance.
Strategy, Performance & Day to day:
- Full responsibility for all main Operations KPI’s, strategy and performance of the team;
- Giving Operations visibility across the Group, including reporting to other functions & the Executive Team;
- Evolving our current multi-site & multi-country strategy
including recommending appropriate logistics, processes and business
continuity measures;
- Achieving continued improvements in efficiency in both CS and CN, leading to a reduction in Contacts per Order;
- Ensuring the roll-out of CS and CN strategy across the group to promote “one way of working”;
- Ownership of the Operations Budget (in cooperation with Country
Managers) including Forecasting & Planning of resources for all
countries;
- Commercial ownership of the main software & hardware solutions (e.g. Telephony system) used within Operations teams.
Knowledge & Requirements
We need a natural-born leader to help us bring our two key Operations
areas (Customer Service & Content) to the next level. The
successful candidate has an ambitious vision, strategy and leadership
skills to create a world-class, customer-focused Operations organisation
and will turn Operations into a crucial USP for Treatwell.
- A desire to challenge the norm, and tirelessly strive for better;
- Previously managed a multi-lingual international team at scale;
- Commercial management experience and full P&L responsibility,
you have a proven ability to create, present and execute solid business
plans;
- Knowledge of call centre telephony, contact management and workforce management software desirable;
- Extensive knowledge of Capacity Planning, Forecasting, Scheduling
and Real-Time Management within a busy contact centre/field environment;
- Proven success in developing and coaching teams: motivating, supporting and guiding them;
- Ability to communicate and present effectively to a variety of Stakeholders;
- Excellent good communication skills, verbally and in writing with the main business language of English;
- Knowledge of a second language among French, Spanish, Italian, German or Dutch is a strong plus;
- Outstanding planning, organisation and problem-solving skills, as well as a willingness to take responsibility;
- The ability to build strong working relationships with customers and liaise effectively with people at all levels;
- Understanding of Spanish employment law is a strong plus.
Location: Barcelona (with regular travel to London, Amsterdam and Berlin)
We welcome applicants from all backgrounds and are committed to
making reasonable adjustments to the recruitment process as required,
please add any adjustment requests to your application.