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 Given our ambitious growth plans and commitment to delivering exceptional client experiences, we are seeking an outstanding Team Lead, Professional Services – GCC to join our global team. As a key leader within the organisation, you will report directly to the Head of Revenue Operations and work closely with cross-functional teams to drive the success of our Professional Services Team. Your role will be pivotal in ensuring that our services meet client needs, adhere to high-quality standards, and contribute to Fresha’s continued expansion and success in the GCC region. This is a fantastic opportunity for a dynamic leader who thrives in a fast-paced, evolving environment, enjoys working autonomously, and is passionate about making a real impact. If you have a strong strategic mindset, a customer-centric approach, and the ability to lead a high-performing team, we’d love to hear from you.
Key Accountabilities:
Service Delivery Leadership:
Provide strategic leadership to the North American professional services team, ensuring the delivery of high-quality services to clients.
Develop and implement service delivery strategies that align with business goals.
Client Relationship Management:
Build and maintain strong relationships with key clients, understanding their needs and ensuring the successful delivery of services.
Act as a trusted advisor to clients, addressing concerns and identifying opportunities for additional services.
Team Management and Development:
Lead, mentor, and inspire a geographically dispersed team of professionals across the North America Region.
Foster a culture of collaboration, innovation, and continuous learning within the professional services organisation.
Operational Excellence:
Drive operational efficiency and effectiveness in service delivery processes.
Establish and monitor key performance indicators (KPIs) to measure and improve service delivery performance.
Global Collaboration:
Collaborate with regional Professional Services Team Leads to ensure global operational consistency and high-quality service standards.
Facilitate cross-functional collaboration with regional sales, account management, and support teams to achieve overall business objectives.
Quality Assurance:
Implement and maintain quality assurance processes to ensure service delivery meets or exceeds client expectations.
Conduct regular reviews and audits to monitor service quality.
Strategic Planning:
Contribute to the development of the company's overall strategic plan, providing insights and recommendations related to professional services.
Align service delivery strategies with broader organisational objectives.This list is not exhaustive and there may be other activities you are required to deliver.
Skills, experience & qualifications required:
Proven experience in a leadership role within global professional services, consulting, or a related field.
Strong strategic thinking and the ability to translate business goals into actionable service delivery strategies.
Exceptional leadership and team management skills, with a track record of building and leading high-performing teams.
In-depth knowledge of professional services processes, best practices, and industry trends.
Analytical and data-driven decision-making abilities.
Creative thinking and problem-solving mindset.
Ability to interact with people from across the business and build strong relationships, including the ability to effectively influence upwards.
Happy to roll sleeves up and assist the team when required (team player).
Self-starter and proactive approach.
Comfortable working in a fast-paced and changing environment.
