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Piercing Studio Lead

1 month ago

Toronto, Canada Mejuri Full time

Mejuri is the category-defining fine jewelry brand redefining luxury, your way. Feeling disconnected from an industry that typically markets to men, co-founder and CEO Noura Sakkijha leveraged her learnings as a third-generation jeweler to rethink the way women purchase jewelry—for themselves. In only seven years, and with a team of over 75% women, Mejuri has shipped over one million orders and opened retail stores across the globe, all while introducing new products weekly.

As part of Noura's original vision to empower women to invest in themselves, the brand launched the Empowerment Fund to support underrepresented women and non-binary individuals with the tools to empower themselves. Mejuri continues to reach new customers through exciting community initiatives and expansion into international markets, such as the UK, Australia and Germany.

We are a team of retailers, creatives, technologists and strategists, and we are looking for someone special to join our team.

**The Role**:
The Piercing Lead is responsible for overseeing all aspects of the Mejuri Piercing Studio while driving customer service excellence, increasing profitability and fostering an environment of superior store services to Mejuri clientele. The Piercing Lead delivers best-in-class service and is passionate about body piercing and jewelry. They are knowledgeable in high-quality jewelry, metals, and gemstones and know the guidelines for initial piercings and allowable alloys. They maintain excellent knowledge of infection control and sanitization procedures and keep the piercing studio to the highest sanitization standards at all times.

**Successful applicants must be able to present a geography-specific Piercing License as a condition of **employment**.**

**Customer Experience**:

- Oversee the piercing customer journey from start to finish, including seamless greeting, check in, styling, transaction and service experience including aftercare education.
- Possess a calm and professional demeanour in piercing services to provide the best experience to piercing clients. Embody Mejuri values throughout every client interaction.
- Act as an ambassador of Mejuri and promote customer awareness about the brand and Mejuri's piercing studios. Build a strong clientele in local market.
- Ensure insights and opportunities as they relate to piercing products and services are communicated back to the Store Manager & Store Services when necessary.
- Promptly escalate any customer complaints, handling any in-the moment feedback when needed with good communication skills, empathy and understanding.
- Works closely with the Store Manager on consistent improvements to the flow and process of the Mejuri piercing studio.
- Work closely with store staff to update the schedule and online booking service.
- Explain proper aftercare to each client, well-inform each client of any signs and/or symptoms of infection within the following days/weeks/months of piercing. Tailor aftercare information to specific materials and individual downsizing information.
- Thoroughly explain service procedure and risks to clients. Identify any medical concerns which may prevent piercing before the service and include suggested care and any medical complications that may occur as a result of the procedure.

**Sales**:

- Drive revenue and repeat business through the Mejuri piercing studio. Strive to maintain an appointment occupancy of at least 75% on a weekly basis.
- Uphold strong personal selling techniques to contribute to overall store and financial results, focusing on KPI's such as UPT and AOV.
- Take ownership for delivering results; actively aware of personal and store goals.
- Drive business through clienteling, sourcing new customers, and fostering ongoing relationships with customers.
- Review weekly and monthly sales performance, share product trends & feedback to the Store Manager/Store Services team.
- Recommend and implement changes to improve product performance where possible.
- Ideate and propose local marketing initiatives with Store Management and Store Services to create awareness and drive sales.

**Operations**:

- Oversee and manage all aspects of the piercing studio, working closely with the Store Services team and Store Manager.
- Support inventory management and feedback with Operations Lead & Store Services team to ensure optimal quantities & assortment are available at the piercing studio at all times
- Work with the Store Services & Operations lead to minimize shrink of piercing inventory through effective communication and compliance with inventory management systems.
- Ensure health and safety standards are maintained by following internal standards, and local guidelines. Ensure excellent cleanliness of the studio, maintenance of sharps and biohazard waste, and physical space requirements are met.
- Uphold legal compliance in all customer interactions including verifying proper identification, requirements, and waivers. Update Store Manager