Client Retention & Engagement Specialist

Responsibilities:

Client Outreach & Follow-Up:

• Make daily outbound calls to clients following their visits, ensuring they are satisfied and informed about next recommended steps. 
• Contact clients who have not visited within established intervals (e.g., 3, 6, 8 weeks, depending on service type). 
• Send reminders about maintenance schedules; trim cycles, scalp treatments, or protective style takedown timelines. 
• Assist with rebooking appointments based on stylist availability and hair care guidance. 

Engagement & Retention:

• Build rapport and long-term relationships with clients using warmth, empathy, and consistency.
• Encourage participation in loyalty programs, treatment plans, packages, or memberships.
• Track recurring client goals (growth, strengthening, protective styling cycles, scalp care plans).

Feedback Management:

• Collect feedback after visits using structured questioning guidelines. 
• Identify recurring themes and escalate concerns or service opportunities to leadership. 
• Support review requests and satisfaction surveys where needed. 

System & Record Keeping:

• Document all client interactions, outcomes, notes, concerns, and next steps in CRM/salon software. 
• Maintain accurate client records, including hair plan cycles, preferred rebooking patterns, and follow-up timelines. 
• Track retention success and rebooking conversion rates. 

Reporting:

• Provide weekly reports summarizing Call volume & success rate, Booking conversions, Client satisfaction insights, Inactive client reactivations, and Notable feedback trends

Requirements:

• 1–3 years experience in client relations, call outreach, sales, hospitality, spa/salon service, or customer experience role. 
• Warm, confident phone presence with the ability to build trust quickly. 
• Strong communication (verbal + written), emotional intelligence, and listening skills.
• Ability to handle objections gently and respectfully. 
• Comfortable using CRM software, WhatsApp Business, spreadsheets, and booking systems

Preferred Attributes:

• Kind, patient, compassionate, and conversational. 
• Self-motivated with strong follow-through and time management habits. 
• Enjoys relationship-building and measurable goals. 
• Calm, supportive, and solutions-oriented. 
• Interest in healthy hair, wellness, beauty, or luxury customer service.

Remuneration: NGN 150,000 - 200,000