At a Glance
- Tasks: Lead global initiatives to boost customer engagement and reduce churn.
- Company: Join Phorest, a fast-growing software company powering salons worldwide.
- Benefits: Enjoy private healthcare, wellness days, and flexible working options.
- Other info: Remote work available; we value diversity and encourage all to apply.
- Why this job: Make a real impact in a dynamic team focused on customer success.
- Qualifications: 5 years in customer success or related fields, with leadership experience preferred.
The predicted salary is between 63000 - 77000 £ per year.
Phorest powers 11,000 hair and beauty salons using our software across the globe. Our aim is to capture 25% of the market globally – that’s one million salons and a billion-dollar company. We are growing and would like to add a new member to our team. You will join a group of highly motivated individuals, to help us grow Phorest faster.
The Opportunity
As our Customer Growth & Retention Lead, you’ll be at the helm of global initiatives aimed at increasing customer lifetime value by reducing churn, enhancing engagement, and boosting expansion revenue. You’ll lead a high-performing global team focused on customer marketing, lifecycle communications, and product education. This role will partner closely with Customer Success, Training, Product, and Marketing teams to align strategy and ensure customer needs are met at every stage of their journey. Your mission is to build world-class customer engagement programs, optimize product adoption journeys, and enable self-serve education frameworks — all while identifying risks and uncovering opportunities for growth in key markets.
What You'll Do
- Team Management and Strategy: You will lead and mentor a small global team focused on customer marketing, lifecycle communications, and product education. You'll set the strategic direction for increasing customer lifetime value and reducing churn, aligning initiatives with key partners like Customer Success, Product, and Marketing.
- Analytics & Insights for Growth: You will leverage data from various sources (CSAT, NPS, product usage) to identify trends, uncover opportunities, and build actionable strategies for customer retention and expansion. You will also use this data to identify early indicators of churn and upsell potential.
- Customer Enablement & Lifecycle Communications: You will design and execute enablement programs and content tailored for regional variations, and lead the development of segmented lifecycle journeys (onboarding, engagement, reactivation) to improve product adoption and drive continuous improvement.
- Cross-functional Product Alignment & Education: You will act as the voice of the customer, using feedback and data to influence the product roadmap. You'll also work to streamline product communications and enhance self-serve education resources to increase product adoption and reduce the need for direct support.
Who You Are
- Experience: 5 years in Customer Success, Customer Education, Enablement, or a related field within a SaaS or tech environment. 2-3 years in global or regional leadership experience strongly preferred.
- Analytical: Data-driven decision-maker with experience using metrics such as NRR, GRR, churn, and engagement rates to guide strategy.
- Lifecycle Expert: Deep understanding of customer segmentation, lifecycle journeys, and behavior-driven engagement.
- Strategic & Hands-On: You can set vision and strategy, but also love getting into the details to execute.
- Collaborative Communicator: Adept at working cross-functionally and influencing stakeholders at all levels.
- Customer-Obsessed: You champion the customer in everything you do, with a keen understanding of engagement drivers across different cultures and markets.
- Organized Multitasker: Strong project management skills; comfortable managing multiple programs across time zones and teams.
Nice to Have:
- Experience in the beauty, wellness, healthcare, or services industries.
- Familiarity with tools such as HubSpot, Salesforce, Pendo, Intercom, or similar platforms.
- Experience managing e-learning or LMS systems in a SaaS environment.
Benefits
Your wellbeing is important to us - we provide private healthcare, 2 Wellness Days, an employee assistance program and a free online GP service. As part of our Financial Wellbeing, we provide competitive Compensation, 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 support the women who work in Phorest by offering 2 weeks leave for Fertility Treatment, Pregnancy Loss and Menopause. We care for your family and provide Enhanced Maternity and Paternity Benefits. We grow our own timber! We provide a great learning environment and extensive development opportunities. We run development programs and provide access to many online resources including LinkedIn learning. Moving house? Phorest employees get 3 moving days. Phorest is an equal opportunity employer. For this position, flexi-time and working from home is possible. We are also open to remote work. Get in touch to ask for more information or to chat about your future with Phorest!
Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalised 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.
Customer Growth & Retention Lead in Leatherhead employer: Phorest Software
Phorest is an exceptional employer that fosters a collaborative and innovative work culture, particularly for the Remote Engineering Manager role. With a strong focus on employee growth and development, team members are encouraged to enhance their skills while contributing to impactful projects in the beauty industry. The flexibility of remote work combined with a commitment to platform reliability and customer experience makes Phorest a rewarding place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Growth & Retention Lead in Leatherhead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Phorest Software. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Phorest Software before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Growth & Retention Lead in Leatherhead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Phorest Software:Your cover letter is your chance to shine! Tell us why you want to work at Phorest Software specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Phorest Software!
How to prepare for a job interview at Phorest Software
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
