Director of Customer Operations, Phorest
Salary not provided
Senior and Expert level
Remote from Canada, US
Salon management solution
Open for applications
Salon management solution
201-500 employees
B2BMarketingCustomer serviceSaaSBeauty
Open for applications
Salary not provided
Senior and Expert level
Remote from Canada, US
201-500 employees
B2BMarketingCustomer serviceSaaSBeauty
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
- 8+ years’ experience across operations, customer operations, support, onboarding, implementation, customer success operations or a related post-sales leadership environment
- Experience within SaaS, technology or another fast-paced, customer-led environment is strongly preferred
- Proven experience leading managers and scaling operational teams in a fast-paced organisation
- Experience establishing and managing operational KPIs, performance reporting, capacity planning and continuous improvement programmes
- Strong commercial acumen and an understanding of how operational performance connects to growth, retention, cost, productivity and customer value
- The ability to use data and insight to identify trends, diagnose problems and turn them into clear actions and recommendations
- Experience improving processes and building scalable operating models as an organisation grows
- Strong change leadership skills, with the ability to bring teams and managers through change with clarity and empathy
- Excellent communication and stakeholder management skills, including the confidence to influence and constructively challenge senior leaders
- A highly collaborative approach and the ability to work effectively across regional and global teams
- Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. So 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
- As our Director, Customer Operations, North America, you’ll play a critical leadership role in shaping how we deliver an exceptional customer experience for our salons and medspas across the region
- Reporting to the General Manager, North America, you’ll lead our Onboarding, Support, and Pay Operations functions, ensuring customers receive a consistent, high-quality experience from implementation through to ongoing support
- This is an opportunity to lead at both a strategic and operational level
- You’ll translate our North America growth ambitions into clear operational plans, build scalable ways of working, strengthen leadership capability across the teams, and use data and insight to continuously improve how we operate
- You’ll work closely with Customer Success, Sales, Product, Finance, People and Global Operations, connecting the dots across the customer journey and ensuring our post-sales organisation can scale effectively as Phorest continues to grow
- Lead North America operations, with overall responsibility for the performance of our Onboarding, Support, and Pay Operations functions
- Translate regional business goals into clear operational priorities, KPIs, plans and team objectives
- Partner closely with the General Manager and North America leadership team to identify opportunities, risks and areas where we can improve performance
- Ensure Onboarding, Support, and Pay Operations are aligned with our regional growth, retention, customer experience and efficiency goals
- Build scalable operating models that enable us to grow customer volumes while maintaining service quality and a strong employee experience
- Own operational performance across Support, including response and resolution times, customer satisfaction, quality, productivity and overall service delivery
- Lead the performance of Onboarding, improving areas such as time to onboard, customer readiness, implementation quality, capacity and customer satisfaction
- Use customer feedback and operational data to identify trends, root causes and opportunities to improve the customer journey
- Lead, coach and develop Onboarding, Support, and Pay Operations managers, creating clear expectations and building strong leadership capability and accountability across the region
- Establish effective operating rhythms, dashboards and performance reviews, giving regional leadership clear visibility of performance and priorities
- Lead workforce and capacity planning in partnership with Finance and People, ensuring teams are structured and resourced effectively
- Partner closely with Customer Success, Sales, Product, Education and Global Operations to strengthen handoffs and deliver a joined-up customer experience
- Identify and lead continuous improvement initiatives across processes, workflows, documentation and tooling
- Explore how automation, AI and data insights can improve productivity and scalability while protecting both the customer and employee experience
- Lead teams effectively through change, ensuring improvements are clearly communicated, well implemented and deliver measurable results
- Build a culture of continuous improvement where teams are empowered to identify and implement better ways of working
Application process
- We usually respond within a week
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
$22.3m
GROWTH EQUITY VC
Total funding: $35.8m
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.
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