Head of Customer Experience, Fresha
More information about location
5 days a week in office (Old St, London )
Booking software for beauty & wellness brands
Be an early applicant
Booking software for beauty & wellness brands
201-500 employees
Be an early applicant
More information about location
5 days a week in office (Old St, London )
201-500 employees
Company mission
To empower beauty and wellness businesses and help millions look and feel their best.
Role
Who you are
- Proven experience leading CX transformation within a high-growth SaaS, marketplace, or fintech company
- Demonstrated success in implementing AI-driven automation to enhance customer support efficiency and reduce operational costs
- Strong data analytics skills, with the ability to derive actionable insights from customer feedback, support metrics, and AI-driven insights
- Experience working with AI chatbots, self-service tools, ticketing automation, and predictive analytics for customer service
- Hands-on leadership experience in scaling global CX teams, including hiring, training, and performance optimisation
- Ability to collaborate cross-functionally with Product, Engineering, and Commercial teams to drive a customer-first, automation-led approach
- Exceptional communication and stakeholder management skills, with the ability to influence C-suite leadership on CX strategies
- Passion for AI, automation, and customer-centric innovation in a fast-paced, high-growth environment
What the job involves
- Fresha is seeking a Head of Customer Experience (CX) to transform and automate the CX function, ensuring efficiency, scalability, and superior service through AI-driven solutions
- Reporting directly to the CEO, this role will lead the strategic vision for CX, implementing automation technologies to enhance customer satisfaction, reduce friction, and drive operational excellence
- This is a high-impact role suited for a customer-obsessed leader who thrives in a fast-paced, data-driven environment
- The successful candidate will be responsible for leveraging AI and automation to optimise support workflows, self-service solutions, and real-time customer interactions
- AI & Automation-Driven CX Strategy: Develop and execute a vision for automating and scaling CX operations using AI, chatbots, predictive analytics, and self-service platforms
- Customer Advocacy & Retention: Leverage AI to analyse customer behaviour, improve response times, and proactively address potential churn risks
- CX Analytics & Insights: Implement data-driven decision-making, tracking key metrics such as CSAT, NPS, and resolution times to optimise processes
- Product Collaboration: Work closely with Product & Engineering to integrate AI-driven CX improvements into Fresha’s platform
- Self-Service Expansion: Reduce reliance on human support by enhancing AI-powered knowledge bases, chatbots, and automated workflows
- Omnichannel Support Enhancement: Implement AI-powered ticketing and chatbot solutions for seamless CX across live chat, email, phone, and social media
- Scalability & Operational Efficiency: Establish best practices for a lean, AI-powered CX function that reduces costs while improving service quality
- CX Talent Leadership: Lead, mentor, and up-skill the CX team, fostering a high-performance, AI-driven support culture
Application process
- Screen Call - Video-call with Talent Team - 30 minutes
- 1st Stage - Video/In-person with Chief People Officer - 45 minutes
- 2nd Stage - In-person with Chief People Officer & Leadership team member - 60 minutes
- Final Stage - In-person presentation with CEO & Leadership team - 90 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
Salary benchmarks
Our take
Fresha allows consumers to discover, book and pay for beauty and wellness appointments with local businesses via its centralised marketplace, while beauty and wellness businesses and professionals use its all-in-one platform to manage their entire operations through a range of intuitive software and fintech solutions.
The company has taken a different approach compared to rivals in the salon management space. Rather than charging monthly, its software is free to use, and charges when a booking is made through the system. Fresha's platform also offers a range of financial products such as point-of-sale, customer records management and marketing automation, making it an appealing option for salon operators. This has allowed the company to swiftly build a network of merchants for its marketplace, and collate over 110,000 partner businesses processing over 1 billion appointments booked to date. The marketplace also creates revenue potential for partner companies through its online bookings, building integrations with social media brands like Instagram and Facebook.
Now that Fresha has solved the chicken-and-egg problem of starting a marketplace, it is using its market position to scale quickly. It now has 100,000 partner venues and is working within 120 countries. Between 2021 and 2023, it enjoyed 190% growth in its global bookings.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 9 rounds)
Dec 2021
$52.5m
SERIES C
Jun 2021
$100m
SERIES C
Total funding: $195m
Company benefits
- Work from home opportunities
- Fast track career progression
- Travel coverage when visiting teammates - through workshops and social events
- A vibrant and collaborative company culture
- Company social events
Company values
- Creativity
- Unity
- Bravery
- Excellence
Company HQ
Old Street, London, UK
Articles
Leadership
William Zeqiri
(CEO)Previously VP of Technology at Dubai Holding (investment management). Digital Services Manager for New Zealand Human Rights Convention
Nick Miller
(Product Chief)Previously a Programme Manager for New Zealand Trade and Enterprise. Founded a business with William in 2005 (a strong signal of their partnership)
People progressing
Joined as a Junior Developer. Promoted to Front End Developer after 10 months.
Share this job
View 28 more jobs at Fresha