Would you like to create the future of a product used by thousands of businesses and millions of consumers? Phorest Salon Software powers almost 10,000 hair and beauty salons in the UK, Ireland, Germany, Australia, Finland, USA, Canada, UAE and Netherlands and the platform processes 7 million appointments a month for hair and beauty consumers. Phorest is the number 1 salon software brand for premium independent salons in those markets and our next goal is to become a platform upon which other companies can build applications for premium salons.

Our system touches every point of the salon experience - from the in-salon software appointment calendar and CRM with a fully integrated marketing suite to staff apps to payments. We are also the window through which the salon provides their end customer with an amazing experience through custom apps, eCommerce and online bookings. Why? Because we want to help salons find their dream clients and get them back more often and spending more.

The Opportunity

This is a key role to ensure success for all of Phorest, and one in which the successful candidate will be immersed in every part of Phorest’s Payment operations. 

Phorest is looking for a Global Payments Operations Manager to streamline our payment operations and ensure the delivery of amazing customer service. This person will report into our COO. They will partner closely with our Head of Payments - Commercial and Payments Product lead, to ensure that day to day operations of PhorestPay are running smoothly. This  includes areas such as charge backs, revenue protection, continuous improvement, and optimization of processes. They will also be responsible for ensuring that our customers are processing and using our payments products in regions by partnering with our regions to enable them to operate payments at scale.

We're passionate about our culture at Phorest, and we're looking for people to complement and grow that culture with us. If you are a results-driven professional who is passionate about streamlining operations and delivering amazing customer service, we encourage you to apply for this position.

What you will do

• Streamline and optimize payment operations to ensure efficient day-to-day operations. This includes

  • Onboarding of new salons to PhorestPay (and staff merchant accounts)

  • in-life support of boarded merchants: e.g. ensuring salons account status of “restricted” monitored and resolved

  • owning process and escalation path for salon issues (in partnership with support and global escalations)

  • Owning salon PhorestPay off-boarding proved desc 

  • Ensuring salons are educated on fraud detection and chargeback management.

• Develop and implement strategies to protect against fraud and revenue loss - you will be an expert in our fraud prevention tools and in partnership with Product and Finance build our / support the creation of fraud rules, monitor their performance and adjust to ensure the right balance between risk and optimising transaction approval rates

• Work closely with product and development teams to identify and prioritize operational gaps / efficiencies.   

• Partner with finance to make data-informed decisions

• Working with our systems teams (eg gainsight) to ensure that we have optimal data flow and processes in place to correctly track our payments performance

• Ensure adoption and usage of payment products by customers - this means monitoring usage and volumes, putting in place steps/systems/process to ensure we are correctly tracking and taking action.

• Continuously evaluate and improve processes to ensure they are efficient and effective

• Ensure the delivery of amazing customer service though all aspects of payments - from the salon’s customers making a payment, to the money landing in the merchants account and how they report on it. We measure this though our seirbhís go hiontach (great customer service) rating. This will mean being hands on and talking to lots of customers :)

• While not a direct people manager role, you will be seen as the payops leader in Phorest - coaching and guiding our payops people who report into the local region - through a dotted line.

What do you need? 

• Experience in payment operations in a global context for a minimum of 4 years

• Knowledge and experience in dealing with global payments methods

• Data analytics and visualisation - such as Tableau, PowerBI or Looker

• Experience with fraud and revenue protection tools such as Stripe Radar

• Strong analytical and problem-solving skills

• Ability to work collaboratively with cross-functional teams

• Strong communication skills

• Passion for continuous improvement and optimization of processes

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 and 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.

• 😎 We don’t believe in formal dress codes. We dress the way we like.

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 opportunities employer and we value diversity at our company. Phorest does not discriminate on the basis of race, colour, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized 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.