Head of Aftersales Italy
Treatwell, Italy
Job Description
Head of Aftersales - Italy
For our Milan office, we are looking for a Head of Aftersales - Italy.
The role will play an important part in the Country, by coordinating the Aftersales Team (Onboarding, Account Management, and Support).
In order to ensure consistent growth in Company’s performance, the Head of Aftersales will be responsible for developing and optimising the aftersales strategy, as well as coordinating Account Management activities by building and maintaining long-lasting relationships with our key customers and developing growth strategies to increase the value of our customer portfolio.
We are looking for a highly motivated and strategic leader who can work collaboratively with other functional teams of the company to ensure a high-level customer experience.
You will be responsible for:
- Build and maintain trusting and valuable relationships with our existing customers across all engagement points and managing three different teams: Onboarding, Account Management and Customer Support (approx. 40 people)
- Develop and implement strategies to improve customer satisfaction, retention and loyalty through after sales service
- Develop long-term growth strategies to increase the value of the Company's customer portfolio
- Map, analyse, and manage post-sales processes (training amp; onboarding of new Partner Salons, Account Management and customer support) to evaluate the efficiency and improve performance using specific performance indicators (KPIs) across our customer journey
- Monitor team performance and implement improvement and development initiatives, to ensure that management and customer satisfaction goals are successfully met
- Manage reporting and analysis activities to identify potential upselling or cross-selling opportunities
- Contribute to the growth of the team by actively participating in selection processes, ensuring training and onboarding plans.
About you:
- 5+ years of experience in similar roles, preferably in the Tech/Digital sector
- Leadership and team management skills, with excellent coaching and mentoring abilities
- Excellent communication and interpersonal skills, with the ability to build and maintain trusting and valuable relationships with customers
- Strong analytical and problem-solving skills
- Knowledge of major CRMs (like Salesforce) and post-sales support technologies
- You have fluent Italian and very good English skills
- You have a 360 business vision and a mindset focused on KPIs and performance measurement
- You are a person with a strong strategic orientation, excellent relational and leadership skills, and flexibility
About Treatwell
Hi, we’re Treatwell. Nice to meet you.
We’re a team of 800 (and growing) passionate and brilliantly talented people across Europe. We’re the industry’s smartest salon management software, all connected to Europe’s leading bookings platform, working with over 50,000 salon partners across 13 countries, processing over 8 million bookings every month. And.breathe.
But we’re not done yet. We’re on an exciting journey to digitally revolutionise the hair and beauty community.
If this excites you, we might just have the role for you.
We’ll treat you with:
- 28-days holiday
- Monthly 40 Treatwell vouchers so you can treat yourself too
- Variable incentive bonus plan
- Growth funds for you to develop and grow with your team
- 10 ticket for lunch for each working day at the office
- A discount of -40% on the Business Class of ItaloTreno
- A dynamic organization with social events in the office
Equal Ops
Treatwell is an ‘Open to All’ employer and warmly welcomes everybody to the team. We are committed to making reasonable adjustments to the recruitment process as required. Please add any adjustment requests to your application.