Head of Customer Experience (CX)

AboutFresha

Fresha is the leading marketplace platform for beauty & wellness trusted by millions of consumers and businesses worldwide.

Fresha is used by 130,000+ businesses and 450,000+ stylists and professionals worldwide, processing over 1 billion appointments to date across 120+ countries.

The company is headquartered in London, United Kingdom, with 12 global offices located across North America, EMEA and APAC.

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

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.

To foster a collaborative environment that thrives on face-to-face interactions and teamwork, this role will be based in our dog-friendly office 5 days per week. London office address: The Bower, The Tower,  207 Old St, London EC1V 9NR

Key Responsibilities:

• 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.

This list is not exhaustive and there may be other activities you are required to deliver.

Skills, Experience & Qualifications Required

• 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.

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.

Why Join Fresha?

• Lead CX transformation at a global tech leader in beauty and wellness.
• Work with a fast-growing, AI-driven company that values innovation and efficiency.
• Competitive salary + potential incentives for delivering automation-led efficiencies.
• Autonomy to build and implement AI-powered customer experience strategies at scale.
• A dynamic, collaborative work environment in our London HQ, with opportunities to make a significant impact.