Treatwell

Customer Experience Director

Treatwell

full-time

Posted on:

Location Type: Hybrid

Location: Madrid • Spain

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Job Level

Lead

About the role

  • **You will be responsible for:**
  • *CX Strategy & Leadership*
  • - Champion Treatwell's CX organisation, defining the operational strategy and execution model across all markets
  • - 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
  • - Identify and partner on opportunities to use automation to improve experience and operational efficiency simultaneously
  • *Operational Excellence*
  • - 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.
  • *Product & Cross-Functional Collaboration*
  • - Act as the primary CX voice into Product and Engineering, translating customer and partner insight into clear, prioritised improvement opportunities
  • - 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

Requirements

  • **About you:**
  • - 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
  • - Proven ability to hold product and engineering teams accountable to customer outcome metrics, not just feature delivery
  • - Experience managing or working closely with an offshore or multilingual hub operation
  • *Skills & Mindset*
  • - Strong data fluency. Ability to define your own KPI framework, track leading indicators, and make decisions from evidence
  • - Operational depth. Ability to manage complex, multi-market support organisations while staying close to the front line
  • - Cross-functional credibility. 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
  • *The Kind of Leader We're Looking For*
  • - Customer-obsessed. Genuinely motivated by delivering outstanding experiences for customers and partners alike
  • - Strategic and hands-on. Able to set the vision and roll up your sleeves when it matters
  • - Performance focus. Keeps a high bar for performance and establishes structures to enable it
  • - Commercially minded. Understand that great CX drives retention, partner loyalty, and revenue, and you can make that case
Benefits
  • **We’ll treat you with:**
  • - Monthly 40 EUR Treatwell vouchers so you can treat yourself too
  • - 28-days holiday, plus bank holidays
  • - A discount for gym membership
  • - Mental health support through our partnership with Open-Up
  • - Hybrid way of working (2 days from home + 3 days in our lovely office near Quevedo metro station)
  • - Enhanced maternity/paternity leave
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer experiencesupport operationsservice delivery leadershipperformance improvementmultilingual supportchat-first supportAI-enabled supportKPI frameworkcapacity planningworkforce management
Soft Skills
leadershipcommunicationcustomer empathystrategic thinkinginfluencing without authoritydata fluencyoperational depthcross-functional collaborationperformance focuscommercial mindset