Onboarding Team Lead

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

As the UKI Onboarding Team Lead, you will be responsible for educating and developing the Onboarding team, improving processes, and ensuring new customers receive a high-quality onboarding experience. You will drive operational excellence, uphold premium customer experience standards, and collaborate with global teams to refine and enhance the onboarding journey.

In this role, you will lead a team of Onboarding Specialists and Coordinators, ensuring all onboarding steps are completed to a high standard. You will also play a key role in shaping the onboarding experience for premium salons, ensuring their unique needs are met. This position requires a strong leader who is passionate about customer experience, process improvement, and team development.

What You'll DoTeam Leadership & Development

• Lead, coach, and develop a high-performing Onboarding team, ensuring they have the skills and knowledge to deliver an outstanding experience.
• Conduct regular training, coaching sessions, and performance reviews to support professional growth.
• Monitor team performance against key metrics and drive continuous improvement initiatives.
• Foster a customer-first culture that prioritises high-quality interactions and strong relationships.

Customer Onboarding & Premium Experience

• Oversee the end-to-end onboarding process, ensuring customers achieve value efficiently and effectively.
• Ensure onboarding processes are tailored for premium salons, providing them with a high-touch, seamless experience.
• Work closely with Sales, Support and Customer Success teams to ensure a smooth transition from sign-up to successful adoption.
• Identify bottlenecks and friction points in the onboarding journey and implement solutions to improve the customer experience.

Process Improvement & Strategy

• Continuously refine and enhance onboarding playbooks, workflows, and best practices to improve efficiency.
• Utilise customer insights and data to drive decision-making and enhance the onboarding journey.
• Ensure quality standards are met by auditing onboarding processes and making necessary improvements.
• Introduce scalable solutions to streamline premium and standard onboarding experiences.
• Manage the change of ownerships accounts ensuring we have the necessary processes in place to handle the volume, requirements and ensuring it's a seamless process for the client.

Collaboration & Global Alignment

• Work with global teams to align on onboarding best practices, share insights, and drive consistent improvements across regions.
• Provide feedback to Product and Growth teams on common onboarding challenges and opportunities.
• Act as a key stakeholder in onboarding strategy discussions, ensuring the UKI region's needs are represented.

Team Culture

• Foster a supportive and collaborative team culture, ensuring everyone feels valued and motivated.
• Lead regular team check-ins and one-to-ones to provide guidance, support, and recognition.
• Organise team bonding activities to strengthen relationships and encourage a positive work environment.
• Promote professional development, offering training and growth opportunities to keep the team engaged.
• Ensure workloads are balanced, preventing burnout and maintaining a healthy work-life balance.
• Encourage open communication and feedback, creating a space where team members feel heard and empowered.

Who You Are

• Proven experience in customer onboarding, customer success, or implementation, ideally in a SaaS or technology-driven environment.
• 2+ years of experience managing a customer facing team or similar.
• Experience in training new employees and upskilling team members
• Leadership experience managing or mentoring a team in a fast-paced setting.
• Strong understanding of customer journey mapping, onboarding strategies, and process optimisation.
• Exceptional training and coaching abilities to educate and develop the team.
• Experience working with premium customers or high-value accounts, ensuring top-tier service delivery.
• Strong project management skills, able to handle multiple priorities and improve workflows.
• Data-driven mindset with experience using analytics tools (e.g., Salesforce, Gainsight, Looker) to track performance.
• Excellent communication and stakeholder management skills to align cross-functional teams.

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.