Position: Client Experience Lead
About MiniLuxe
Over the last decade, we have been reimagining and revolutionizing the world’s most used but least regulated beauty service: Nail Care.
We celebrate self-care as an everyday luxury for everyone, anywhere, at any time. We are doing this by becoming the world’s leading ethical and clean nail-care brand with a diverse and empowered community of designers, delivering super-hygienic, high-quality services, with safe and better-for-you, clean beauty products backed by the experience of completing over 2M+ services.
We’re not just building a company.
We’re on a mission to transform an entire industry.
We are MiniLuxe.
Are you MiniLuxe?
The passion for a People First culture is our greatest asset. We believe diversity is beautiful. We believe having passion and creativity in your craft and career will help to drive our business. If you believe in these values and are about being your best self and having fun; then we would love to have you join our MiniLuxe Family.
About this Role:
Through a genuinely warm and welcoming demeanor, the Client Experience Lead is responsible to cultivate and enhance the client experience for their self-care and exhibit our premium brand experience. The Client Service Lead has a passion for beauty and hospitality. They also provide critical support to our nail designer and studio leadership team by ensuring we have everything needed to deliver MiniMoments of luxury and premium brand experience.
What You’ll Do:
· Client Journey
o Cultivate loyal clientele base
o Brand advocate
o Engage clients on Service & Retail offering and rebooking
o Ensure studio ambiance and cleanliness to brand standard
o Engages with first time clients and educates on Brand story
o Responsible for client management
o Is knowledgeable of all service and product offerings and can effectively communicate with clients.
o Shows Professionalism and Courtesy when greeting clients.
· Clean:
o Manages clean lab and studio supply organization
o Follows our 3-step sanitization process for tools to provide services
o Organize all supplies and tools needed and deliver to Nail Designer and Editors
o Proactively maintains studio cleanliness to MiniLuxe brand standards
o Supports nail designers with cleaning process and station turnover between services
· Manage service floor:
o Observes all areas of service floor to ensure appropriate timing and client flow
o Contacts clients according to late policy.
o Accurately book and/or change appointments
· Supports Driving Revenue:
o Can become a product expert to drive retail sales to make daily goals
o Educates clients about polish offerings, service upgrades, loyalty program membership and retail.
o Effectively optimizes bookings for maximum client intake.
o Invites clients to re-book,or book reoccurring appointments.
o Proactively optimizes the booking system and seamlessly adjust to accommodate real-time changes.
o Is business savvy to recommend service upgrades and communicate about retail products.
Who You Are:
· 2-3 years in a Client Servicing role
· A genuinely warm & welcoming demeanor
· Eager to learn and develop skills
· Possesses a passion for beauty and hospitality
· Delivers an amazing client experience in a premium brand environment
· Operational excellence through accurate and effective appointment booking
· Ability to multi-task
· Use of computer equipment
· Physical Demands
§ The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. • Ability to lift 25 lbs • While performing the duties of this job, the employee may be regularly required to stand for long periods of time (i.e. 8 hour shift, while not on break) • The employee frequently is required to stand and walk • Must be able to bend/kneel • Must be able to handle light cleaning supplies and chemicals
Job Type: Full-time
The MiniLuxe Offer – What’s in it for you?
In return, you are rewarded with a competitive compensation package including medical/dental/vision/LTD/STD and life insurance benefits, PTO, 401k, Free Services & Retail Discounts, and much more.
Client Services Lead • Boston, MA, US
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