At a Glance
- Tasks: Lead global onboarding operations, optimising processes and enhancing customer experiences.
- Company: Join a dynamic SaaS company focused on innovative customer success.
- Benefits: Competitive salary, professional development, and a collaborative work environment.
- Other info: Opportunity for career growth in a fast-paced, global setting.
- Why this job: Shape the future of onboarding and make a real impact on customer journeys.
- Qualifications: 8+ years in onboarding or customer operations, with strong leadership and analytical skills.
The predicted salary is between 72000 - 88000 £ per year.
The Opportunity
We're looking for a Global Onboarding Domain Manager to join our Global Operations team and own the health, performance, and future evolution of our global onboarding experience.
The Opportunity
We're looking for a Global Onboarding Domain Manager to join our Global Operations team and own the health, performance, and future evolution of our global onboarding experience.
As the Global Domain Owner for Onboarding, you'll be responsible for ensuring every new customer receives a consistent, efficient, and value-driven onboarding journey, regardless of region.
Rather than managing day-to-day onboarding delivery, you'll focus on identifying opportunities to improve customer outcomes, operational efficiency, and commercial performance through data, customer insights, trend analysis, and strategic initiatives.
Working closely with Regional Onboarding teams, Product, Customer Success, Sales, Revenue Operations, Enablement, and Engineering, you'll shape the future of onboarding by creating scalable global processes, optimising tooling, and influencing the product roadmap.
Success in this role is measured not just by how onboarding performs today, but by how you continually improve it for tomorrow.
If you're a strategic, customer-obsessed leader who enjoys solving complex operational challenges and delivering measurable business impact, we'd love to hear from you.
- What You’ll Do
- Strategic Enablement & Revenue
Impact: Lead the four core pillars of the onboarding domain — Measure performance through metrics, Understand root causes and trends, Improve customer adoption and time-to-value, and Influence the future onboarding experience across Product and Operations.
- Process
Optimisation: Design, improve, and standardise onboarding processes across regions.
You will create scalable workflows, frameworks, documentation, and governance models to eliminate inefficiencies, build team productivity, and balance global consistency with local market nuances.
- Tooling & Systems
Ownership: Own and optimize the onboarding tooling stack so teams operate effectively at scale.
You'll partner with Operations, Product, Data, and Engineering to enhance system capabilities, reduce manual effort, improve visibility into customer health, and automate workflows.
- People Leadership: Lead, coach, and develop a high-performing team in alignment with Phorest’s values.
- Cross-Functional
Collaboration: Act as a key partner across Onboarding, Customer Success, Sales, Product, Operations, Data, and Enablement.
You will advocate for regional needs, align initiatives with global strategies, support Premium & Enterprise paths, and ensure a seamless customer journey.
- Data, Insights & Continuous
Improvement: Define and track KPIs, build business cases, and run Domain Business Reviews to give leadership complete confidence in domain health.
Use data-driven insights to reduce customer effort, accelerate live dates, increase CSAT, and drive feature activation.
What You Bring
- Ideally 8+ years prior experience in onboarding, customer operations, or customer success programmes within a Saa S environment.
- 3+ years of proven people leadership experience, with a track record of developing and coaching high-performing teams.
- Strong strategic and operational thinking with the ability to balance high-level framework creation with hands-on execution in a fast-paced environment.
- A data-driven mindset with strong analytical and problem-solving capabilities, using customer and operational data to spot trends and drive measurable results.
- Excellent stakeholder management and communication skills, with a track record of influencing cross-functional teams (Product, Sales, CS, Operations) without direct authority.
- Experience driving operational excellence, process optimisation, and continuous improvement across complex global environments.
- Strong commercial awareness and deep understanding of Saa S customer lifecycle metrics (CSAT, churn, time to value, feature activation).
- Confidence with executive presentations and leading structured business reviews to influence strategic decision-making.
- High level of ownership and accountability, with a collaborative growth mindset focused on supporting and developing teams.
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Head of Global Onboarding Operations 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 Head of Global Onboarding Operations 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 Head of Global Onboarding Operations 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.
