Client Service Lead at FMR AGENCY

Job Description

• The Client Service Lead oversees client service operations, ensuring a seamless and memorable experience for every client. 
• This role involves coordinating with the salon team to maintain high standards of service, handling client inquiries and feedback, and supporting team members in providing exceptional customer care. 
• The ideal candidate should have strong interpersonal skills, be highly organized, and possess the ability to lead by example in a fast-paced environment.

Key Responsibilities
Client Experience Management:

• Greet clients warmly, ensure their comfort, and address their inquiries or concerns.
• Oversee the appointment booking process, ensuring accuracy in scheduling and minimizing wait times.
• Gather client feedback and implement improvements to enhance the salon experience.

Team Coordination and Leadership:

• Lead front desk and customer service staff, fostering a positive, client-centered culture.
• Coordinate daily operations with stylists and technicians to ensure smooth client flow and service efficiency.
• Provide regular training on customer service best practices, product knowledge, and service protocols.

Customer Relationship Building:

• Develop and maintain relationships with regular clients, creating and updating personalized client profiles and preferences.
• Communicate promotional offers, new services, and loyalty programs to enhance client retention.
• Resolve client issues or complaints professionally, escalating cases as necessary.

Operational Support:

• Manage client bookings, cancellations, and reschedules to optimize the daily schedule and minimize downtime.
• Maintain and update client records in the salon’s customer management system.
• Ensure all areas of the salon, especially the reception area, are clean, organized, and welcoming.

Sales and Revenue Support:

• Promote retail products and upsell salon services to meet sales goals.
• Track client service and product purchases to assist in analyzing revenue opportunities.
• Prepare and present client service performance reports and improvement recommendations to the Operations Lead.

Brand representation:

• Act as a brand ambassador, maintaining professional, discreet, and luxurious experiences for clients.
• Other duties as assigned by management.

Requirements

• Bachelor’s Degree or equivalent experience in customer service, business, or a related field.
• 3 - 5 years of proven experience in a customer service or client relations role, preferably within the beauty or hospitality industry.
• Strong leadership abilities with experience in managing or supervising a team.
• Excellent verbal and written communication skills, with a client-focused attitude.
• Proficiency in customer management software and inventory management tools (e.g., Timely or other scheduling systems).
• Problem-solving skills and the ability to remain calm under pressure.