Client Experience Manager

2 weeks ago

Ottawa, Canada Le Petit Salon Full time

**ROLE OVERVIEW**

As the Client Experience Manager at Le Petit Salon, your mission is to cultivate an exceptional salon atmosphere that stands out in the beauty industry. This role goes beyond managing operations and dives into creating an environment where each client's visit is not just an appointment but a high-end and personalized retreat.

Your leadership and strategic vision are crucial in setting the tone for a premium client experience. You will ensure that every detail, from the greeting at the door to the final farewell, is carefully curated to reflect the salon's commitment to luxury and individual attention. Your role is to empower your team to deliver services that not only meet but surpass client expectations, turning every visit into a memorable and transformative experience.

Your focus on nurturing a culture of excellence and attention to detail will make Le Petit Salon the go-to destination for clients seeking a blend of top-tier beauty services and an unrivaled salon journey.

**KEY RESPONSIBILITIES**

**Client Experience Strategy**:

- Design and implement strategies to elevate the client journey, ensuring a seamless, luxurious, and personalized experience.

**Team Leadership**:

- Lead and motivate the support staff, instilling a culture of excellence, teamwork, and ongoing improvement.
- Treat all clients, co-workers, and management with respect, professionalism, and kindness.

**Service Quality Assurance**:

- Uphold the highest service standards, swiftly addressing issues to maintain client loyalty.

**Training and Development**:

- Equip support staff with the necessary skills and knowledge to deliver outstanding service.
- Participate in training sessions and team meetings.
- Develop and continuously improve the client experience by updating procedures and training material.

**Client Feedback Management**:

- Collect and utilize client feedback to enhance service quality and satisfaction.

**Operational Efficiency**:

- Oversee client-facing salon operations, including appointment management, reception duties, and overall salon upkeep.

**Client Relationship Management**:

- Cultivate, nurture and maintain relationships with clients, promoting loyalty and repeat business.

**Staff Management & Coordination**:

- Ensure cohesive teamwork between support staff and stylists to meet client expectations effectively.
- Conduct regular staff evaluations and provide constructive feedback.

**Customer Service**:

- o Work hands-on at the reception desk and perform duties that meet and exceed Le Petit Salon’s client experience standards.

**Driving Sales**:

- Implement strategies and techniques to boost salon sales and promote upselling of products and services.

**Labour Management**:

- Optimize staff scheduling and workload distribution to ensure operational efficiency without compromising service quality.

**Administrative Duties, Payroll, and Scheduling**:

- Manage administrative tasks, payroll processing, and support staff schedules.
- Manage time-off and vacation requests without impacting salon operations.

**Business Development**:

- Identify growth opportunities and spearhead new business initiatives through client relationship management tactics.

**Problem-Solving and Conflict Resolution**:

- Consistently exhibit a solution-oriented attitude when facing challenges.
- Address and resolve internal conflicts swiftly, ensuring a harmonious work environment.

**Social Media Management**:

- Engage with and expand the online community by managing Le Petit Salon's social media platforms, ensuring consistent, brand-aligned content creation, prompt responses to inquiries, and active participation in relevant conversations.

**Miscellaneous**
- Exhibit flexibility, handling tasks or responsibilities as assigned by ownership.
- Handle money and company property with respect and the highest level of honesty and integrity.

**QUALIFICATIONS AND SKILLS**
- **Previous Experience**: Previous management experience in a salon environment.
- **Effective Leadership and Team Management**: Proven capability in leading a team, fostering a supportive and growth-oriented environment.
- **Passion for Customer Service**: Demonstrated enthusiasm for cultivating customer loyalty through best-in-class service experiences.
- **High School Diploma or Equivalent**:

- **Active Listening**: Effectively understanding and addressing customer needs based on their verbal and non-verbal cues.
- **Sales Ability**: Knowledgeable in suggesting additional products/services to guests, improving their experience and the establishment's sales.
- **Customer Service Expertise**: Extensive experience in customer service or client relations, particularly in a luxury or high-end service setting.
- **Communication Skills**: Exceptional ability in engaging with clients and staff, ensuring clear, positive, and effective communication.
- **Industry Knowledge**: Understanding of salon services, operations, and market trends.
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