About the Role
This is a hands-on leadership position, not a traditional office-based manager role.
The Client Experience Manager is responsible for owning the full client journey—from booking to post-service follow-up—while also working primarily at the front desk (4 out of 5 shifts per week).
You will lead both Front Desk Coordinators and Estheticians, ensuring every client interaction is seamless, personalized, and aligned with our elevated service standards.
This role is ideal for someone who thrives in a fast-paced, client-facing environment and enjoys leading by example while driving results.
Compensation & Benefits
- $22.00–$28.00/hour (based on experience)
- Discounted services and products
- Paid time off
Key Responsibilities:
Front Desk Leadership (4 Shifts/Week)
- Manage all front desk operations: check-in, check-out, scheduling, calls, and texts
- Deliver a seamless, high-quality client experience every shift
- Handle client concerns and service recovery with professionalism
- Maintain organization, cleanliness, and daily operational flow
- Lead by example in client communication and service standards
Client Experience Leadership
- Own and continuously improve the full client journey: booking, arrival, service, checkout, and retention
- Ensure every client receives a personalized, high-quality experience
- Monitor and improve key metrics: retention, rebooking, reviews, and satisfaction
- Turn client concerns into loyalty-building opportunities
Esthetician Coaching & Service Oversight
- Sit in on services to evaluate client experience, communication, and service flow
- Provide real-time and post-service coaching to estheticians
- Ensure strong consultations, product recommendations, and pre-booking strategies
- Support performance metrics such as revenue per hour, retention, and product sales
- Contribute to team development through ongoing training and growth programs
Front Desk Training & Development
Train and coach Front Desk Coordinators on:
- Client interaction and hospitality
- Booking and scheduling across all channels
- Checkout and payment processes
- Communication via phone, text, and email
- Reinforce a “go above and beyond” client experience standard
- Conduct performance reviews and provide ongoing feedback
Operations & Experience Standards
- Ensure spa is consistently clean, stocked, and client-ready
- Oversee opening/closing procedures and daily operations
- Maintain scheduling systems (Phorest, Connecteam)
- Manage cash handling and end-of-day reconciliation
- Ensure accurate client records and service notes
Sales & Retention Strategy
Drive revenue through:
- Service optimization
- Product recommendations
- Pre-booking and retention strategies
- Partner with marketing to align in-store experience with campaigns
- Support review generation and client loyalty initiatives
Join us to lead a passionate team dedicated to creating memorable client experiences! We value proactive leaders who are committed to excellence, innovation, and continuous growth. This role offers an exciting chance to make a meaningful impact on our clients’ journeys while advancing your career in a vibrant organization.
Pay: $22.00 - $28.00 per hour
Benefits:
Work Location: In person
