Client Experience Lead

Heyday Skincare Corporate•New York, NY

43d•Onsite

About The Position

As a Shift Lead, you are the cornerstone of our organization's success. Your expertise lies in creating a world-class client experience in our shops. You achieve this by connecting with our clients, offering product recommendations, anticipating their unique needs, resolving queries, and leading a team.

Requirements

Exceptional customer service and problem-solving skills.
Confidence in recommending memberships, packages, and products.
The ability to manage multiple tasks efficiently within a fast-paced environment.
A proactive approach, taking initiative and executing tasks independently.
Excellent communication skills (both verbal and written) and the ability to collaborate with diverse personalities.
A positive, can-do attitude.
A friendly and professional phone and email etiquette.
Outstanding organizational skills.
Flexibility to work a non-traditional schedule, including weekends, opening shifts, and closing shifts.

Responsibilities

Deliver top-notch client service and hospitality, whether in-person, over the phone, or via email, setting the standard for the entire shop.
Collaborate with the Shop Manager to handle schedule adjustments, ensuring efficient operations.
Manage Skin Therapist appointments within our booking system, ensuring balance and optimization.
Supervise on-shift staff, including deployment, delegation, and troubleshooting on the spot.
Assist in daily shop tasks and projects, encompassing cleaning, laundry, preparation for inclement weather, sanitation checklist follow-ups, and addressing staff call-outs and no-shows.
Skillfully open and close the shop.
Demonstrate product knowledge, support restocking efforts, manage inventory, and assist clients with product sales and returns.
Offer real-time feedback on task-related skills.
Maintain a positive attitude and take initiative.
Be well-versed in treatment room setup and breakdown according to Heyday standards.
Contribute to the training and coaching of new Host team members.
Follow up on the Kustomer platform to ensure all client contacts are up to date.
Uphold the distinctive Heyday aesthetic, ambiance, atmosphere, and culture.