Phorest Software

• Respond to incoming calls, live chats, and emails from Phorest clients. • Diagnose and troubleshoot software questions. • Use remote-access tools to support clients through technical issues. • Build strong product knowledge across the Phorest platform. • Escalate more complex or critical issues to senior support teams. • Act as the voice of the customer by sharing product feedback and feature requests. • Collaborate with Support, Product, and Engineering teams.

• Lead the day-to-day monitoring, optimisation, and performance of multi-channel PPC and Paid Social campaigns to achieve lead volume and CPA targets. • Build and scale dedicated performance marketing campaigns for our fast-growing med spa segment, developing new acquisition strategies and campaign structures to drive growth in this high-potential market. • Manage campaign budgets and implement effective bidding strategies across multiple markets and geographies to maximise lead volume, efficiency, and ROI. • Design and execute rigorous tests across ad copy, creative, audiences, and landing pages to continuously improve performance. • Conduct research and audience analysis to reach our core premium salon and med spa markets. • Stay ahead of algorithm changes, new ad formats, and platform policy updates to maintain and improve performance. • Prepare and present weekly and monthly reports that clearly explain performance against targets, key drivers, recommended actions, and expected outcomes. • Proactively identify underperformance and recommend recovery plans, including budget reallocations, testing opportunities, and cross-functional improvements. • Work directly with regional marketing leads to review performance, communicate budget pacing, and provide proactive insights to support decision-making. • Partner with Content, Creative, Web, and Sales teams to ensure messaging, landing pages, and campaign assets are optimised for conversion.

• Establish partnerships with brands, distributors, business coaches, education companies, service providers for salons, influencers, etc and build relationships with their representatives to generate lead referrals for Phorest. • Proactively communicate with reps to determine how best to approach prospect salons e.g. introductions, ride-alongs, etc. • Ensure referral partners are set up with correct lead forms and ensure leads are captured through correct processes and tracked • Nurture relationships with Referral Partners to generate opportunities • Identify Partnership opportunities and events to drive lead and opportunity generation • Manage and reconcile all payments to referral partners on a monthly basis • Proactively engage with North American Sales and Marketing Teams to execute Partnership events ( obtaining lists/ inviting salons/ Following up with partner contacts) • Support North American Brand Partnerships by driving engagement and adoption with salons. This would include salon visits/ ride-alongs with brand sales reps/ recommending Phorest salons for pilot exercises/ Working with salons to ensure they understood the benefits of the partnership

• Delivering a high standard of technical customer service and building strong customer relationships • Production issue troubleshooting, resolution, and root cause analysis - you will have access and learn to use our advanced production monitoring tools • Be part of a team of software engineers, attending stand-ups, and planning sessions • Investigation of reported issues in the system to make sure we are responding to clients needs in a timely manner. • Escalation of appropriate issues to the Product and Development teams • Creating and maintaining concise and clear knowledge articles • Mentoring for Level 2 (L2) engineers to help them progress in their career

• Own a portfolio of onboarding salons each month (typically up to ~20), managing them through the full onboarding journey from kickoff to go-live. • Help salon owners quickly understand and realise the value of Phorest — from core setup to advanced features. • Design and deliver onboarding plans tailored to each business, including education through Phorest Academy, instructor-led training, and strategic guidance. • Drive strong product adoption across key features such as PhorestPay, Online Store, and Online Reputation. • Partner closely with the Sales team to ensure a smooth transition from purchase to launch. • Lead “Graduation” conversations with salon owners, showcasing the impact Phorest is already delivering before they transition to our Grow team. • Forecast your monthly pipeline with your Team Lead and ensure your accounts successfully go live within agreed timelines. • Act as a trusted advisor and escalation point, solving challenges with practical, action-oriented solutions.

• Push the boundaries of modern backend development to build fast, ambitious web applications that will delight our clients. • Collaborate closely with our product team to build features that have a significant business impact. • Proactively identify bottlenecks and improve our frontend developer experience. • Work with our design team to build elegant and intuitive UI components. • Understand our business context deeply and leverage engineering knowledge to come up with creative solutions to problems. • Thrive in a small, nimble team comprising technical experts. • Prioritise quality and high standards by continually applying high coding standards, excellent attention to detail, and a methodological work process. • Demonstrate and drive proper coding techniques, including maintainability, reuse, clean code, and unit testing within the team. • Develop automated unit and acceptance tests to ensure software meets design criteria. • Never stop learning; pursue the latest technologies, seek the best solutions, and always look to improve. • Coach and help teammates through code reviews and whiteboarding sessions. • Get involved at a team level in designing and implementing solutions. • Challenge the norm and aren't afraid to voice their opinion.

• Delivering a high standard of technical customer service and building strong customer relationships • Production issue troubleshooting, resolution, and root cause analysis - you will have access and learn to use our advanced production monitoring tools • Be part of a team of software engineers, attending stand-ups, and planning sessions • Investigation of reported issues in the system to make sure we are responding to clients needs in a timely manner. • Escalation of appropriate issues to the Product and Development teams • Creating and maintaining concise and clear knowledge articles • Mentoring for Level 2 (L2) engineers to help them progress in their career

• Push the boundaries of modern backend development to build fast, ambitious web applications that will delight our clients. • Collaborate closely with our product team to build features that have a significant business impact. • Proactively identify bottlenecks and improve our frontend developer experience. • Work with our design team to build elegant and intuitive UI components. • Understand our business context deeply and leverage engineering knowledge to come up with creative solutions to problems. • Thrive in a small, nimble team comprising technical experts. • Prioritise quality and high standards by continually applying high coding standards, excellent attention to detail, and a methodological work process. • Demonstrate and drive proper coding techniques, including maintainability, reuse, clean code, and unit testing within the team. • Develop automated unit and acceptance tests to ensure software meets design criteria. • Never stop learning; pursue the latest technologies, seek the best solutions, and always look to improve. • Coach and help teammates through code reviews and whiteboarding sessions. • Get involved at a team level in designing and implementing solutions. • Challenge the norm and aren't afraid to voice their opinion.

• Design, build, and maintain embedded Looker dashboards that are surfaced directly to salon clients within the Phorest platform, ensuring they are performant, intuitive, and reliable. • Maintain the LookML layer underpinning client-facing analytics — writing and maintaining models, explores, views, and derived tables to a high standard. • Collaborate with Product and Engineering teams to scope, design, and deliver new embedded analytics features for clients, from requirements through to release. • Ensure data accuracy and consistency across all client-facing dashboards through rigorous QA, validation, and monitoring. • Manage and iterate on the client analytics experience , identifying improvements to dashboard usability, metric clarity, and overall value delivered to salon users. • Maintain and optimise Looker performance , including query efficiency, caching strategies, and PDT management at scale. • Contribute to Looker governance and best practices , including content organisation, permissions management, and documentation. • Support ad hoc requests from internal teams and clients, delivering accurate and timely insights.

• Take ownership of your product area end-to-end — from defining the problem through delivery and measurement of impact. • Follow through on every commitment. You don’t just ship — you ensure the intended value is realised and communicated. • Own your area's scope and prioritization: Make clear trade-offs, manage scope creep, and focus delivery on the highest-value outcomes within time and resource constraints. • Communicate progress, risks and outcomes proactively so stakeholders always have clarity. • Understand and manage dependencies with other teams, ensuring alignment and timely delivery. • Track and report on performance metrics for your area, using data to inform decisions and measure success. • Speak to customers weekly, across multiple regions, to understand their workflows, pain points, and priorities. • Translate insights into clear problem statements and validated opportunities that guide your squad’s roadmap. • Partner with design and engineering to explore solutions, validating them with customers before committing to build. • Ensure roadmap items have clear success measures and baselines defined before work begins. • Measure adoption, review customer feedback and identify next steps.