Service Experience Lead

Rennaï; Mount Royal; On-site; CAD 65,000 - 90,000; Full time

Job summary

Rennaï is seeking a Service Experience Lead to elevate the in-store client journey through floor leadership, coaching, and daily operations. As a key partner to the store leadership team, you will drive service excellence, support operations as MOD, and develop team capability to deliver a best-in-class luxury beauty experience.

You will coach teams on service etiquette, skincare services, hospitality, and selling behaviors; monitor KPIs and CRM adoption; and ensure smooth client flow and brand

Qualifications

• Minimum 4 years of retail experience, ideally in beauty or luxury.
• Proven coaching and team leadership experience.
• Strong client-first mindset and passion for service excellence.
• Ability to act as MOD and manage store operations.
• CRM and clientelling experience.
• Strong communication and problem-solving skills.

Responsibilities

• Deliver a personalized, premium client experience aligned with Rennaï’s standards.
• Provide real-time coaching to teams on service etiquette, beauty and skincare services, hospitality, and selling behaviors.
• Ensure consistent execution of service standards and the client journey.
• Monitor service-related KPIs, CRM adoption, client satisfaction, retention, and service productivity.
• Support the Experience Manager in scheduling and workforce optimization to achieve 4–5 services per skincare brand.
• Lead by example in service, selling, and client experience excellence; act as MOD and oversee floor execution.

Skills

Coaching

Team Leadership

Client Service

Operations Management

CRM Experience

Communication Skills

Tools

CRM software

Job description

About Rennaï

Discover Rennaï, the destination of the future for modern beauty and personal care.

About Rennaï

Discover Rennaï, the destination of the future for modern beauty and personal care. At Rennaï, we are dedicated to helping people achieve well-being through 360° self-care in a very accessible setting. Inspired by the word Renaissance, we are committed to empowering people to take care of themselves, love and discover themselves. Our range of carefully selected beauty products from around the world comes with personalised care services, including consultations with experts in beauty, nutrition and wellness. We offer a variety of services to nourish the mind, body, and soul, providing everything you need to feel in top shape, both inside and out.

Position Overview

The Service Experience Lead is responsible for elevating the in-store client experience through strong floor leadership, coaching, and daily operational support. As a key partner to the store leadership team, this role drives service excellence, supports operations as Manager on Duty (MOD), and develops team capability to deliver a best-in-class luxury beauty experience.

Key Responsibilities

Client Experience & Service Excellence

• Deliver a personalized, premium client experience aligned with Rennaï’s standards.
• Provide real-time coaching to teams on service etiquette, beauty and skincare services, hospitality, and selling behaviors.
• Ensure consistent execution of service standards and the client journey.
• Support CRM adoption and training, clienteling initiatives, client follow-ups, and loyalty-building efforts.
• Serve as the go-to expert for all service-related matters and Booxi, with the ability to train the team and book clients seamlessly and efficiently.
• Interact with clients and handle situations professionally and promptly.
• Conduct daily follow-ups on service activities to ensure a consistent and exceptional client experience.
• Ensure the smooth arrival and reception of clients, including their welcome by the Curators, support from Baristas, and the overall service journey.
• Follow up on client satisfaction after services and identify opportunities for continuous improvement.
• Ensure compliance with and optimization of service processes across all brands and treatment categories.

Service Management, Performance & Quality

• Monitor service-related key performance indicators (KPIs), including utilization rate, bookings, client satisfaction, retention, and service productivity.
• Support the Experience Manager in scheduling and workforce optimization to achieve a minimum of 4 to 5 services per skincare brand within the Rejuvenate and Revitalize realms.
• Ensure a balanced service offering and appropriate representation of all skincare brands.
• Regularly review service offerings, service descriptions, protocols, and their accuracy across all Rejuvenate brands.
• Collaborate with internal teams and brand partners to ensure compliance, quality, and the ongoing accuracy of services offered.
• Support all service-related reviews, audits, and follow-ups to maintain operational standards and excellence in the client experience.
• Identify process improvement opportunities and recommend actions to optimize operational efficiency and client satisfaction.

Coaching & Team Leadership

• Develop team members through consistent on-the-floor coaching
• Support onboarding and training of new hires
• Reinforce selling behaviors, CRM expectations, and service standards
• Lead by example in service, selling, and client experience excellence

MOD Support & Operations

• Act as Manager on Duty and oversee floor execution during shifts
• Support store opening and closing procedures to ensure operational readiness
• Drive daily priorities including sales, client flow, and service execution
• Ensure compliance with company policies and operational standards
• Manage and resolve in-store issues as needed

Required Qualifications

• Minimum 4 years of retail experience, ideally in beauty or luxury
• Proven coaching and team leadership experience
• Strong client-first mindset and passion for service excellence
• Ability to act as MOD and manage store operations
• CRM and clientelling experience
• Strong communication and problem-solving skills

30 / 60 / 90 Day Goals

30 Days

• Master Rennaï service standards, CRM tools, and operational expectations
• Build strong floor presence and begin real-time coaching

60 Days

• Independently manage MOD responsibilities
• Actively improve client experience and CRM adoption

90 Days

• Fully own floor leadership as a trusted MOD
• Drive measurable improvements in service, sales, and team performance

Join our dynamic team and be part of a luxurious beauty experience that empowers individuals to embrace their uniqueness. Together, let’s create an inspiring space where beauty and confidence flourish, making a lasting impact on our clients’ lives.