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- Tasks: Lead and optimise customer operations for a tech-driven company in the hair and beauty industry.
- Company: Join Phorest, a rapidly growing software provider for 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, strong analytical skills, and excellent communication.
- Other info: Flexible work options and a supportive environment for personal and professional growth.
The predicted salary is between 36000 - 60000 £ 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.
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 in London employer: Phorest
Contact Detail:
Phorest Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Operations – UKI in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Phorest on LinkedIn. A friendly chat can give you insider info and might just get your foot in the door.
✨Tip Number 2
Prepare for the interview by understanding Phorest's mission and values. Show us how your experience aligns with our goals, especially in customer operations and SaaS environments.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've driven operational excellence and improved customer experiences in previous roles.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can keep you top of mind and show us that you're genuinely interested in joining the team.
We think you need these skills to ace Head of Customer Operations – UKI in London
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 your leadership style. Share examples of how you've built and led teams, and how you’ve driven operational excellence in previous positions.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon where possible. We appreciate a well-structured application that gets straight to the point!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
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 knowledge.
✨Showcase Your Leadership Skills
As a senior role, they’ll want to see your leadership style. Prepare examples of how you've built and led teams in the past, especially in high-pressure environments. Highlight your experience in driving operational excellence and improving processes.
✨Be Data-Driven
Since the role involves metrics like time-to-go-live and support resolution times, come prepared with examples of how you've used data to drive decisions. Discuss any analytical tools you’ve used and how they helped improve customer operations.
✨Engage with Cross-Functional Teams
Collaboration is key in this role. Be ready to talk about your experience working with different teams, such as Customer Success and Product. Share how you’ve navigated challenges in cross-functional projects and ensured alignment towards common goals.
