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For Companies At a Glance
- Tasks: Lead and optimise customer operations for a tech-driven company in the beauty industry.
- Company: Join Phorest, a fast-growing software provider for hair and beauty salons worldwide.
- Benefits: Enjoy private healthcare, wellness days, competitive pay, and extensive development opportunities.
- Why this job: Shape the future of customer experience while working remotely with a dynamic team.
- Qualifications: 5+ years in customer operations leadership, preferably in SaaS or tech environments.
- Other info: Flexible working options and a supportive culture that values diversity and inclusion.
The predicted salary is between 43200 - 72000 £ per year.
This is a Remote-First position with expectation to travel to the Dublin office once a week.
About Phorest
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
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.
What You’ll Do
- 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.
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.
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.
Want to learn more about Phorest? Check out nothingventured.rocks for our blog and Insights on building an evergreen company from the team here at Phorest. 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.
Head of Customer Operations – UKI employer: Phorest
Contact Detail:
Phorest Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Operations – UKI
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, especially those at Phorest. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for the interview by knowing your stuff! Research Phorest's products and their impact on salons. Show us you’re not just another candidate but someone who genuinely cares about our mission.
✨Tip Number 3
Practice your STAR technique for answering behavioural questions. We want to hear about your past experiences and how they’ve shaped you into the leader you are today!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you note can leave a lasting impression and show us you’re really keen on joining the Phorest family.
We think you need these skills to ace Head of Customer Operations – UKI
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer operations, especially in SaaS or tech environments. We want to see how your skills align with our mission at Phorest!
Showcase Your Leadership Skills: As a senior role, we’re keen on seeing examples of how you’ve led teams and driven operational excellence. Share specific achievements that demonstrate your ability to manage complex environments and improve efficiency.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language to communicate your experiences and how they relate to the role. We appreciate a well-structured application!
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity at Phorest!
How to prepare for a job interview at Phorest
✨Know Your Stuff
Before the interview, dive deep into Phorest's mission and values. Understand their software and how it impacts hair and beauty salons. Being able to discuss specific features or customer success stories will show your genuine interest and expertise.
✨Showcase Your Leadership Skills
As a senior role, they’ll want to see your leadership style. Prepare examples of how you've successfully led teams in the past, especially in high-pressure environments. Highlight your experience in driving operational excellence and improving customer experiences.
✨Be Data-Driven
Since the role involves performance metrics, come prepared with examples of how you've used data to drive decisions. Discuss specific KPIs you’ve improved in previous roles and how you plan to apply that analytical mindset at Phorest.
✨Engage with Cross-Functional Collaboration
This position requires working closely with various teams. Be ready to discuss how you've effectively collaborated with technical and commercial teams in the past. Share instances where your communication skills helped bridge gaps between different departments.
