Director International Customer Value

Our purpose is to help a billion people find the right work! Phenom is an applied AI company whose talent experience platform is redefining the HR tech space. We have grown into a global organization with offices in 6 countries and over 1,500 employees. As an HR tech unicorn organization, innovation and creativity are within our DNA. Come help us make every talent moment Phenomenal!

We are seeking a Director, International Customer Value to lead Customer Value Managers across EMEA and newly established regions outside the Americas. This leader will drive customer value, adoption and retention while building a high-performing team across cultures, markets and time zones.

You will bring strong business acumen, intellectual curiosity and exceptional agility to a fast-paced, rapidly evolving environment. You will move confidently through ambiguity, make timely decisions with incomplete information and translate shifting priorities into clear direction for your team. Proven experience managing people through significant change is essential, including coaching through uncertainty, adapting responsibilities and maintaining trust, engagement and accountability.

As a leader at an applied AI company, you will be comfortable using AI in your own work, experimenting with emerging capabilities and helping your team adopt new tools and ways of working. You will connect AI capabilities to practical customer outcomes and apply sound judgment when evaluating outputs and opportunities. Working closely with Sales, Support, Implementation, Product and Account Management, you will help shape the next phase of Phenom’s international growth.

What you will do

• Build, lead and develop a high-performing international Customer Value team that delivers measurable customer outcomes, product adoption and retention.
• Lead people through organizational, product and process changes by communicating the rationale, clarifying expectations and coaching individuals through uncertainty while maintaining engagement and performance.
• Adapt quickly as business and customer needs evolve, reassessing priorities, reallocating resources and giving the team clear direction as plans change.
• Apply agile thinking to customer engagement and team operations: test approaches, learn from feedback and data, and scale what works.
• Model practical use of AI to improve analysis, customer preparation and team productivity, and coach CVMs to evaluate outputs critically and use tools responsibly.
• Help customers understand and adopt Phenom’s AI capabilities, connecting use cases to their business objectives and measurable value.
• Create an environment where curiosity, constructive questions and shared learning improve decisions and challenge established ways of working.
• Lead inclusively across cultures, markets and time zones, adapting communication and engagement approaches to local needs while maintaining consistent standards.
• Hire, train and coach CVMs to understand customer objectives, demonstrate the ROI of Phenom and build trusted relationships throughout the customer lifecycle.
• Continuously refine the Customer Value engagement model and processes to deepen customer relationships, improve efficiency and support revenue growth as the business scales.
• Partner across Product, Sales, Implementation, Support, Development and Account Management to resolve customer issues, align on changing priorities and deliver a smooth customer journey.
• Use customer health, adoption and value realization metrics to identify risks, prioritize action and measure the impact of the team’s work.

What you bring

• 10+ years of business experience, preferably in SaaS, technology or Human Capital Management, with substantial experience leading teams, supporting customers and solving complex problems.
• Proven people leadership through significant organizational change, including guiding teams through shifting priorities, evolving roles and new ways of working while maintaining trust, accountability and performance.
• Exceptional agility in fast-paced, rapidly evolving environments. You make sound decisions with incomplete information, reassess priorities quickly and translate changing direction into clear, actionable plans for your team.
• Demonstrated ability to communicate change candidly, coach people through uncertainty, address resistance constructively and help teams adopt new expectations and behaviors.
• Success building and scaling Services or Customer Value teams, with measurable improvements in customer value, adoption or retention.
• Experience leading geographically distributed teams and serving customers across cultures, adapting your leadership and communication to different perspectives and market expectations.
• Intellectual curiosity and a strong learning mindset, with the ability to challenge assumptions, seek diverse perspectives and turn insights into practical improvements.
• Strong analytical skills and the ability to quickly understand complex technical and business concepts, identify what matters and drive action.
• Excellent communication and presentation skills, with the ability to engage executive audiences, influence across functions and create alignment around changing priorities.
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*This role requires regular onsite attendance for candidates who would be based in or near the London office in Holborn within an 80 km radius, in accordance with our office attendance policy. If you're outside the 80 km radius, then it is remote.

*Applicants for this role must be currently authorized to work in the country hired. At this time, we are not accepting applicants who require sponsorship, whether now or in the future.

Benefits

We want you to be your best self and to pursue your passions!

• Health and wellness benefits/programs to support holistic employee health
• Flexible hours and working schedules, as well as parental leave for new parents
• Generous vacation policies & holiday time off
• Growing organization with career pathing and development opportunities
• Tons of perks and extras in every location for all Phenoms!

Diversity, Equity, & Inclusion

Our commitment to diversity runs deep! Diversity is essential to building phenomenal teams, products, and customer experiences. Phenom is proud to be an equal opportunity employer taking collective action to build a more inclusive environment where every candidate and employee feels welcomed.  

We recognize there is more to be done. Our teams are committed to continuous improvement until these powerful ideas are ingrained in our culture for Phenom and employers everywhere!

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