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Head of Customer Experience



Customer Service
London, UK
Posted on Friday, April 19, 2024
About Fresha
Fresha is the leading marketplace platform for beauty & wellness trusted by millions of consumers and businesses worldwide.
Fresha is used by 110,000+ businesses and 450,000+ stylists and professionals worldwide, processing over 1 billion appointments to date.
The company is headquartered in London, United Kingdom, with global offices located in New York City, Vancouver, Sydney, Dubai, Riyadh, Amsterdam, Warsaw and Pristina.
Fresha allows consumers to discover, book and pay for beauty and wellness appointments with local businesses via its marketplace, while beauty and wellness businesses and professionals use an all-in-one platform to manage their entire operations with an intuitive subscription-free business software and financial technology solutions.
Fresha’s ecosystem gives merchants everything they need to run their business seamlessly by facilitating appointment bookings, point-of-sale, customer records management, marketing automation, loyalty, beauty products inventory and team management.
The consumer marketplace unlocks revenue potential for partner businesses by leveraging the power of online bookings and automated marketing through mobile apps and advanced integrations with major tech brands including Instagram, Facebook and Google.
Role overview
Given our exciting and progressive growth plans, we are looking for an exceptional Head of Customer Experience to come and join our global business and lead our Customer Support team.
Reporting directly into the VP of Customer Experience, and working collaboratively with Commercial and Product teams, you will be accountable for delivering an amazing customer experience for our partners at Fresha.
This is a great opportunity for someone looking to work in a fast-paced and changing environment, who likes to work autonomously, enjoys a challenge and wants to make an impact.
To foster a collaborative environment that thrives on face-to-face interactions and teamwork, all Fresha employees work from the office four days per week, with the flexibility to work remotely one day each week. London office address: WeWork, 10 York Road, London

What you will be doing

  • Leadership - Lead and manage the customer support team in London across omnichannel contacts, escalations, social media
  • Performance - Managing and improving the performance of the CX team across core KPIs incl. CSAT, Quality and Productivity
  • Service Levels - Improving service levels (SLAs), response times and resolution rates across all support channels
  • Strategic initiatives - Developing and implementing customer experience strategies and initiatives to enhance customer satisfaction and retention
  • Collaboration - Working cross-functionally with product, engineering, and commercial teams to address customer feedback and enhance the platform's user experience
  • Efficiency - Implementing tools and technologies to streamline customer support processes and improve efficiency
  • Innovation - Staying ahead of trends in customer experience and identifying how they could be implemented in Fresha to further improve customer experience
  • This list is not exhaustive and there may be other activities you are required to deliver.

What we are looking for

  • Experience - Previous leadership experience, leading teams and delivering high performance in customer operations settings
  • Relevant expertise - Technically proficient with knowledge and experience of working with SaaS, Marketplace or payment products and services in a customer experience context
  • Omnichannel contact centres - Experiencing managing and developing omnichannel contact centres incl. Scheduling, optimisation and implementing new channels
  • Leadership - Exceptional leader with a proven track record of building high performing teams in an operational environment
  • Data and Analytics - Comfortable with data, analytics and using reports to drive improvements in performance and changes in the customer experience
  • Great communicator - ability to communicate effectively with the CX team and key stakeholders in the wider business
  • At Fresha, we value passion and potential as much as specific skills. If you're enthusiastic and eager to learn, we encourage you to apply, even if you don't meet every listed requirement. We believe in fostering growth and providing the support needed for you to excel in your role.

Interview process

  • Video Introduction - Send in a video introduction answering 2 questions - 5 minutes
  • Screen Call - Video-call with Talent Team - 30 minutes
  • 1st Stage - In-person with VP of Customer Experience - 60 minutes
  • 2nd Stage - In-person with Chief People Officer - 60 minutes
  • Final Stage - In-person presentation with Chief Commercial Officer and VP of Customer Experience -60 minutes
  • We aim to complete the entire interview process and deliver feedback within 3 weeks.
    Every job application received is reviewed manually by our talent team. While we strive to assess applications within 7 days, the sheer volume of talented individuals expressing interest may occasionally extend this timeframe
Inclusive workforce
At Fresha, we are creating a culture where individuals of all backgrounds feel comfortable.
We want all Fresha people to feel included and truly empowered to contribute fully to our vision and goals. Everyone who applies will receive fair consideration for employment.
We do not discriminate based on race, colour, religion, sex, sexual orientation, age, marital status, gender identity, national origin, disability, or any other applicable legally protected characteristics in the location in which the candidate is applying.
If you have any accessibility requirements that would make you more comfortable during the interview process and/or once you join, please let us know so that we can support you.