As Lead Treatment Coordinator, you will be a driving force behind the clinic success and responsible for orchestrating an exceptional client journey. Your role is to ensure unparalleled satisfaction and fostering long-term relationships with the valued clientele.
You will have the opportunity to still deliver quality treatments in the capacity as Senior Aesthetic Therapist, providing treatments such as Hydrafacials, Skin Peels, Microneedling, Morpheus8 etc
Responsibilities:
• Comprehensive Client Journey Mapping. Delve deeply into the full client journey, meticulously mapping out every stage from the initial treatment consultation to post-treatment care. Your keen eye for detail will ensure that each touchpoint is optimised for maximum client satisfaction and retention.
• Ownership of Discovery Consultations: Take charge of the discovery consultations, managing the arrival process, in depth treatment planning, facilitating bookings and appoint the appropriate colleague as well as providing comprehensive aftercare support. Your dedication to the client experience will shine through in every interaction, leaving a lasting impression on clients.
• Client Experience Evaluation: Continuously evaluate the client experience, meticulously assessing what clients see, feel, and discover at each stage of their journey. Collaborate with rest of the team and work closely with the Clinic Manager and Customer Care Manager to ensure that every aspect of the client experience exceeds expectations, providing guidance and mentorship to team members as needed.
• Proactive Client Engagement: Proactively engage with clients throughout their journey, ensuring that they are fully informed about our services and directed to the appropriate resources. Regularly check in towards the conclusion of their treatment course to monitor results, suggest next steps, and gauge satisfaction levels.
• Implementation of Customer-Centric Strategies: Drive the implementation of customer-centric strategies and initiatives aimed at enhancing the overall client experience. Champion a culture of putting the best interests of the client first, ensuring that every decision is made with their success and well-being in mind.
• Continuous Improvement: Play a key role in the growth of the business by identifying areas for improvement, refining processes, and enhancing our brand reputation through exceptional customer interactions. Your insights and contributions will be instrumental in driving our success and exceeding client expectations.
Remuneration:
• Basic Salary: £30 000 – £32 000 per annum
• 5% net retail sales rising to 7.5% over £1K and 10% over £2K
• All commission paid from scratch, No threshold to reach
• Pension scheme
• Perkbox employee discounts across a range of products and services
Hours:
• 40 hours a week
• Work 2 Saturdays a month & work 1 Sunday a month
• Have one full weekend off a month
• 20 days paid holiday plus 8 bank holidays