Customer Experience Director

October 7, 2026

Remote

Head

Madrid

Indeed

Description

A European beauty marketplace and salon management platform is hiring a Customer Experience Director to lead a multilingual, multi-market CX team reporting to the Chief Experience Officer. The role owns CX strategy, operating model, KPI framework, quality standards and capacity planning across markets. The director partners with Product, Engineering and AI teams to shape an AI-enabled support model and represents the customer and partner voice on the product roadmap. The business serves 95,000+ partner salons across 14 countries.

Responsibilities

Own customer and partner satisfaction results across markets and channels
Define CX strategy and operating model, including channel standards and launch of new support models
Build the structure, capability and performance of a multilingual team across regional and hub operations
Own the KPI framework with leading indicators and performance reporting across markets and channels
Oversee quality assurance, coaching and training standards
Drive capacity planning and workforce management strategy
Influence chatbot accuracy, escalation design and handoff quality in partnership with Product and AI
Represent CX as the primary voice on the Product and Engineering roadmap
Balance local market needs with global standards alongside country leads
Build a scalable structure with clear accountability at every level
Create a high-performance culture grounded in customer empathy, quality and continuous improvement
Launch new support models across markets, setting channel standards from the ground up
Design a seamless journey across automated, live agent and asynchronous channels
Identify automation opportunities that improve experience and efficiency together
Establish the operating rhythm, forecasting and workforce management capability across markets and languages
Embed QA, coaching and training frameworks
Translate customer and partner insight into prioritised opportunities for Product and Engineering
Own the feedback loop on the chat interface and tooling
Align local priorities with global standards with market teams and country leads

Requirements

12+ years of senior experience leading customer experience or support operations at scale
Leadership of multilingual teams across multiple markets
Experience in a chat-first or AI-enabled support environment
Strong data fluency: defining KPIs, tracking leading indicators and deciding from evidence
Credibility with product, engineering and commercial leaders and ability to influence without authority
Excellent communication and leadership across cultures
Customer-obsessed leadership focused on great experiences for customers and salon partners
Strategic and hands-on approach: sets the vision and stays practical when needed
Performance-focused and people-first mindset building coaching, structure and culture
Commercially minded understanding of how CX drives retention, partner loyalty and revenue
Background in a digital marketplace, SaaS or high-growth technology business
Experience running or working closely with an in-house or outsourced hub operation
Experience holding product and engineering teams to customer outcome metrics, not just feature delivery
Additional European languages

Conditions

28 working days holiday, plus local bank holidays
Monthly €40 Treatwell vouchers
Mental health support through a partnership with Open-Up
Market-specific benefits to be discussed in the interview process

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