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
PhorestPay is one of the fastest-growing and most strategically important parts of our business. As Head of Payments Operations, you will own the global operating strategy that powers payments for thousands of salons worldwide. You will ensure PhorestPay delivers a world‑class, reliable, compliant, and scalable payments experience – today and into the future.
This is a high‑impact, senior‑leadership role where you will define the global operating model for payments and risk, shape long‑term strategy, and lead cross‑functional and cross‑regional alignment. You will elevate operational excellence, strengthen resilience, and embed payments into every stage of the customer journey.
What You'll Lead
Set the global payments & risk operations strategy, ensuring reliability, compliance, and best‑in‑class customer experience across all regions.
Lead, mentor, and grow a team of payments operations specialists, fostering a high‑trust, high‑performance culture.
Influence and uplift regional teams through strong cross‑functional relationships, coaching, and clear operating expectations.
Collaborate deeply with Product, R&D, and Customer Operations to embed payments and risk into the full customer journey.
Build a data‑driven operational framework that improves resilience, efficiency, and regional capability.
Own and manage strategic relationships with key payments partners (e.g., Stripe), managing contracts, performance, and governance.
What You'll Own
You will be accountable for global operational performance across key metrics such as:
Merchant onboarding (e.g., Time to First Transaction, adoption/attach rate)
Fraud & risk outcomes (fraud rate, chargebacks, revenue protection)
Payment reliability & efficiency (success rates, automation adoption, incident reduction)
Customer experience indicators (payments‑related VoC themes and issue resolution)
You will also lead:
Global incident management and operational governance
Continuous improvement, automation, and workflow optimisation
Accuracy, accessibility, and analytical use of payments data
Strategic initiatives that keep PhorestPay ahead of industry and regulatory trends
What You'll Bring
10+ years in payments, fintech, or risk, including senior leadership experience.
Deep expertise in payments processing, merchant acquiring, fraud/chargebacks, and compliance across multiple regions.
Proven ability to design and scale global operating models in fast‑growing environments.
Highly data‑driven with strong KPI design and analytical decision‑making.
Strong stakeholder leader and excellent collaborator with the ability to influence without authority and inspire cross‑functional alignment.
A people‑first values‑led leader who develops talent, builds future leaders, and nurtures a collaborative, high‑trust team culture.
Strategic Leadership and strong executive presence, balancing customer experience, aligning risk and commercial outcomes.
How You Work
Move decisively in ambiguous environments and remove blockers quickly.
Coach, empower, and grow our own timber, developing people through feedback, clarity, and trust.
Collaborate openly, building strong relationships across teams and regions.
Lead with empathy, bringing people with us through change.
Obsess over customer experience, ensuring our salons and their clients always have a reliable, seamless payments journey.
Benefits