Client Care Manager
1 day ago
We're looking for a Full-Time Client Care Manager at our King Street location who genuinely cares about people, details, communication, and creating a seamless client experience from start to finish. We're looking for someone who leads with empathy, handles challenges with clarity and calm, and ensures every client interaction reflects the elevated standard North Medical Spa is known for.
This role combines front-of-spa leadership, client relationship management, and operational excellence. It's a great fit for someone with a strong foundation in client service, sales, or hospitality, and a natural ability to coach and support a team.
Your Role:Client Experience & Communications- Deliver warm, professional, and personalized service across all client touchpoints (in person, over the phone, and by email)
- Handle escalations and sensitive client concerns with empathy, discretion, and effective problem-solving
- Set the tone at the front desk by ensuring all guests feel welcomed, remembered, and cared for
- Ensure consistency in communication style, tone, and response times across the client care team
- Support the client care team in achieving booking goals through thoughtful follow-up, product and package education, and upselling where appropriate
- Track booking trends, client feedback, and conversion rates to identify areas for improvement
- Ensure all booking software and records are maintained accurately and efficiently
- Help recruit, onboard, and train new client care team members
- Lead by example: demonstrate professionalism, emotional intelligence, and grace under pressure
- Set daily tone and priorities for the client care team, offering coaching and feedback as needed
- Act as the go-to liaison between client care and providers to maintain alignment within the spa
- Identify and implement small but meaningful "surprise and delight" moments — whether it's a birthday note, a thoughtful follow-up, or a perfectly curated product recommendation
- Maintain consistency and care in our physical space from reception presentation to brand-aligned details
- Ensure every client interaction reflects the North standard: professional, thoughtful, and human
- 3+ years in a leadership or senior client service role in a fast-paced environment (e.g., spa, hospitality, medical aesthetics, wellness, or retail)
- Proven ability to manage multiple priorities while maintaining a client-first approach
- Exceptional written and verbal communication skills
- Comfort navigating booking systems and CRM tools (Zenoti or similar experience is a bonus)
- A naturally organized, proactive, and calm leadership style
- High emotional intelligence and a collaborative spirit
- $25/hour base + Performance-based bonus structure tied to client satisfaction and team metrics
- Health and dental benefits
- Enrolment in our employee appreciation program (discounts on services and products)
- Opportunities for ongoing professional development
- A team culture rooted in care, collaboration, and excellence
If this sounds like a role you can shine in and a space you can feel great in – we want to hear from you Apply now, we can't wait to meet you.
Position Details:
Job Type: Full-Time, includes evenings and weekends
Salary: $25 per hour, plus Performance-based bonus structure tied to client satisfaction and team metrics
Benefits: Health & Dental, enrolment in the Employee Appreciation Program
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