Client Experience Lead/Manager

Responsibilities:

Client Journey Management:

• Oversee the complete client experience from booking to checkout. 
• Greet and engage clients warmly, ensuring a luxury service feel and a welcoming atmosphere
• Ensure smooth appointment flow with minimal wait times. 
• Answer customer inquiries via phone, WhatsApp, email, and in person 
• Provide information about services, prices, promotions, and stylists/beauticians.
• Develop and refine client communication scripts, checklists, and touch points 
• Ensure consultations and customer education follow brand health standards 

Customer Service Leadership:

• Greet and engage clients warmly, ensuring a luxury service feel and a welcoming atmosphere
• Handle concerns, feedback, or escalations calmly and professionally. 
• Manage customer complaints professionally and escalate unresolved issues. 
• Maintain a 5-star culture across communication, environment, and behavior. 
• Train stylists and front desk team on client-facing etiquette and service tone 

Relationship & Retention Building:

• Implement loyalty programs, thank-you gestures, and rebooking strategies 
• Manage post-appointment follow-ups, feedback collection, and review requests.
• Maintain client profiles, preferences, hair history, and treatment plans 

Front Desk & Communication Oversight:

• Supervise reception and booking team to ensure responsiveness. 
• Review and approve messages, emails, and phone communication for tone and clarity.
• Ensure timely responses across WhatsApp, email, booking platforms, and social channels. 

Brand Representation:

• Uphold the salon’s values, identity, tone, and wellness-focused approach in all interactions.
• Ensure the environment reflects a clean, calm, and professional beauty space. 
• Collaborate with marketing on messaging consistency and client communication campaigns.

Reporting:

• Track and report key experience metrics (NPS, reviews, retention, feedback trends).
• Recommend improvements based on client insights and patterns. 
• Support service innovation, new offerings, and refinement of the client journey. 

Sales & Up-selling:

• Promote salon services, packages, and products to clients. 
• Suggest additional services based on client needs and preferences. 
• Assist with product sales and educate clients on usage when necessary. 

Administrative Duties:

• Maintain accurate client records and update customer profiles. 
• Handle billing, payments, and issue receipts. 
• Track daily sales, customer visits, and service feedback. 
• Be familiar, knowledgeable, and stay updated about the services provided by the salon and the cost of  the service  

Customer Experience & Relationship Management:

• Ensure clients feel valued throughout their visit. 
• Follow up with clients after services when needed. 
• Manage salon loyalty programs and encourage repeat bookings. 
• Collect and document customer feedback for continuous improvement.

Requirements:

• Minimum 2-4 years experience in customer service, hospitality, salon/spa guest relations, or similar role.  
• Experience leading a customer-facing team 
• Strong emotional intelligence, communication skills, and problem-solving skills
• Professional and polished demeanor with a high standard for presentation
• Tech-comfortable (booking software, CRM systems, WhatsApp Business, email etiquette) 

Preferred Attributes:

• Warm, confident, calming presence 
• Can anticipate client needs before they are expressed 
• Organized, proactive and detail-driven 
• Passion for wellness or beauty 
• Ability to train and inspire others to maintain consistent service excellence.

Remuneration: NGN 300,000 - 400,000