Head of Customer Operations, Phorest
UKI
+ Employee Share Purchase Scheme
1 day a week in office
Salon management solution
Open for applications
Salon management solution
201-500 employees
Open for applications
+ Employee Share Purchase Scheme
1 day a week in office
201-500 employees
Company mission
To empower and inspire salon, spa and clinic owners to grow fantastic businesses while attracting and delighting loyal clients and talented staff.
Role
Who you are
- A senior customer operations leader with 5+ years’ experience leading Customer Support and/or Operations teams in a SaaS or technology-driven environment
- Experienced in driving software adoption through onboarding, technical support, and operational process excellence
- Comfortable leading leaders and managing complex, multi-team operational environments
- Highly analytical and process-oriented, with a proven track record of improving efficiency, quality, and scalability
- A strong cross-functional collaborator with excellent stakeholder management skills across technical and commercial teams
- A clear, confident communicator who can engage both technical and non-technical audiences
- Adaptable, pragmatic, and comfortable operating in ambiguity and change
- Experience in the Hair & Beauty industry is a bonus, but not required
- If you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit
What the job involves
- This is a senior regional leadership role with the opportunity to shape, scale, and continuously improve the technical customer experience across the UK & Ireland
- As Head of Customer Operations – UKI, you will own the regional operating strategy for high-volume, repeatable customer-facing technical functions, while partnering closely with global leadership to ensure alignment with company-wide vision, systems, and standards
- You will play a critical role in delivering operational excellence across Support, Onboarding, Pay Operations, Feature Activation, and Data Migration, ensuring customers experience a seamless, efficient, and high-quality journey from implementation through long-term success
- This role offers significant influence across regional execution and global direction, with accountability for performance, people leadership, and customer outcomes
- Define, lead, and execute the regional strategy for technical customer operations across the UK & Ireland, ensuring alignment with global customer operations vision, playbooks, and KPIs
- Lead and optimise high-volume customer-facing functions including Support, Onboarding, Pay Ops, Feature Activation, and Data Migration
- Implement and locally optimise global SOPs, standards, and customer experience playbooks to meet regional performance and quality targets
- Drive operational excellence through strong analytical rigour, process compliance, and continuous improvement
- Build, lead, and develop a high-performing regional leadership team, managing managers and ensuring strong engagement, retention, and succession
- Own and drive regional performance against key metrics such as time-to-go-live, time-to-first-value, support resolution times, and SGH
- Act as the primary regional stakeholder for customer operations tooling and technology adoption, feeding regional requirements into global roadmaps
- Partner closely with Customer Success, Product, Engineering, and other regional leaders to deliver a seamless, end-to-end customer experience
- Serve as the regional customer advocate, surfacing high-impact technical friction points and influencing prioritisation and decision-making
Application process
- Contact: Fiona Brady, Senior Talent Acquisition Partner – People
Our take
Annually, significant financial losses plague salons and health spas due to both no-show appointments and sluggish periods. Addressing this predicament head-on, Phorest emerges as the solution, providing salon proprietors with user-friendly marketing software.
Phorest's software allows salons to dispatch appointment reminders and promotional details to their clientele. This seemingly uncomplicated remedy remarkably curtails no-show deficits by an impressive 70% - an extremely valuable offering.
From its inception, Phorest has consistently evolved and broadened its platform, adding features for staffing management, inventory control and strategic marketing. It has also secured funding which has enabled it to confidently vie with international contenders like Zenoti and Booker on the global stage.
Freddie
Company Specialist at Welcome to the Jungle
Insights
9% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Mar 2022
$12m
LATE VC
Jun 2018
$23.7m
GROWTH EQUITY VC
Total funding: $37.2m
Company benefits
- Your wellbeing is important to us - We provide private healthcare, and employee assistance program and a free online GP service (WebDoc)
- As part of our Financial Wellbeing, we provide an Employee Share Purchase Scheme, Pension, Life Assurance, and Income Protection
- We help you travel by providing a bike to work scheme as well as tax saver transport tickets
- We care for your family and provide Enhanced Maternity and Paternity benefits
- We grow our own timber! We provide a great learning environment including an extensive onboarding program
- Career development is important to us. We even have our own in-house Learning and Development/Business coach and many online resources including LinkedIn learning
- We don't believe in formal dress codes. We prefer causal things
Company HQ
North City, Dublin, Ireland
Leadership
Ronan Perceval
(Co-Founder & CEO)Previously worked in hair salons, and also co-founded Demonware.
Jamie Myerscough
(Co-Founder & Director)Previously served as Phorest's CEO and Sales Director. Is currently CEO of Educogym.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 7 more jobs at Phorest