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Fresha

Head of Customer Experience (CX)

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London

2d ago
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Job Description

Remote
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 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, all Fresha employees work from the office five days per week, with the flexibility to work remotely one day each week. London office address: The Bower, The Tower,  207 Old St, London EC1V 9NR
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