ABOUT THE CLIENT
Booksy is a rapidly growing Polish startup present in over 25 countries, including the USA, United Kingdom, France, Spain, and Poland.
Through the Booksy app, users book appointments with their favorite hairdressers, barbers, and beauticians, while beauty, health, e-commerce, and financial industries benefit from a modern system for business development and customer relationship management.
Industry: marketplace
CHALLENGES AND NEEDS
During its intensive international expansion phase, Booksy was looking for a strategic partner to create and deliver a global leadership skills and attitudes development program for its managers and directors.
The company wanted the program to:
- Be delivered entirely online in English;
- Equip managers with advanced, practical people management tools that work regardless of geography and cultural background;
- Help managers and directors increase management effectiveness;
- Help participants solve complex team and leadership challenges;
- Include leadership techniques useful for managing younger generations of employees (Generation Z);
- Ensure systematic organizational culture development alongside rapid business growth;
- Enable faster onboarding of new managers.
SCOPE OF SUPPORT
Responding to Booksy’s challenges and needs, Scaleup created an advanced edition of the Leadership Academy program from scratch, which was then delivered to successive groups of managers and directors from 2020-2023 (approximately 80 program graduates in total).
The program lasted 6 months and was delivered 100% online for managers from Poland, United Kingdom, United States, Spain, Brazil, and South Africa in mixed groups.
Thanks to this delivery model, participants not only experientially learned advanced leadership techniques but also exchanged practices between countries.
The program combined leadership and change management content, a series of group coaching workshops, and individual manager support through executive coaching sessions, which allowed them to develop solutions for more complex problems.
RESULTS
In anonymous online surveys, 86% of program graduates confirmed that they used and continue to use most of the techniques learned during the program in their work. Other important outcomes of the Leadership Academy program for Booksy included:
- Tripling the number of managers able to deeply listen to other people,
- Opening managers to advanced team development techniques based on awareness of interpersonal dynamics and personality differences,
- Doubling the number of managers able to effectively motivate people non-financially,
- Doubling the number of managers able to apply diverse leadership styles depending on business situation and team needs,
- Doubling the number of managers able to provide reinforcing and corrective feedback.
The behavioral changes described above led to results such as:
- Faster onboarding of new employees,
- More thoughtful and precise recruitment of new employees (personality fit),
- Better priority management in teams,
- Systematic team scaling while maintaining relationships and cultural continuity,
- Improvement in employee-related metrics (eNPS) and customer metrics (NPS and churn).
CONTACT
Want to talk about a similar project? Schedule a free online consultation with me, write to me at ms@scaleup.center or contact me at 503 09 09 83.
