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About the Role
Phenom is seeking a Director, International Customer Value to lead Customer Value Managers across EMEA and new 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. The role requires strong business acumen, intellectual curiosity, and agility in a fast-paced environment, with a focus on leading through change and leveraging AI in daily work.
Responsibilities
- 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.
Requirements
- 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.
- 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 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.
- Applicants must be currently authorized to work in the country hired.
- This role does not offer sponsorship for work authorization, now or in the future.
Skills
- Applied AI
- Customer Value Management
- Team Leadership
- Change Management
- Agile Methodologies
- Cross-cultural Communication
- Data Analysis
- Problem Solving
- SaaS
- Technology
- Human Capital Management
Location
- London, UK (Onsite)
- Remote
Work Type
- Onsite
- Remote
Experience Level
- Director
- 10+ years of business experience
Benefits
- Health and wellness benefits/programs
- Flexible hours and working schedules
- Parental leave
- Generous vacation policies
- Holiday time off
- Career pathing and development opportunities
- Perks and extras
About the Company
- Phenom is an applied AI company whose talent experience platform is redefining the HR tech space.
- Global organization with offices in 6 countries and over 1,500 employees.
- An HR tech unicorn organization where innovation and creativity are within its DNA.
Equal Opportunity
- 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.
- Commitment to continuous improvement until diversity, equity, and inclusion are ingrained in the culture.