Customer Service Manager

OSBORNE APPOINTMENTS LIMITED; Elstree; On-site; GBP 38,000 - 48,000; Full time

Benefits offered by this job

Holidays 23+8

Pension

Life Insurance

Job summary

OSBORNE APPOINTMENTS LIMITED is seeking a Customer Service Manager to join our client’s expanding team in Elstree/Borehamwood. The role focuses on building strong relationships with professional customers across clinics, salons and spas, guiding onboarding, training and ongoing account development.

You will collaborate with Sales, Training, Technical Support and Marketing to deliver an outstanding customer experience, drive product adoption and retention, and maximise value from equipment and

Qualifications

• Experience in customer success, account management or a similar client-facing B2B role.
• Excellent communication, relationship-building and problem-solving skills.
• Proactive, organised and commercially aware, with the ability to manage a customer portfolio.

Responsibilities

• Manage a portfolio of professional salon, spa and clinic customers, building strong relationships and supporting retention and growth.
• Manage customer onboarding, including equipment implementation, training coordination and first-treatment support.
• Work with the Training team to support customer development, including advanced training and progression towards Advanced Clinic status.
• Understand customer business needs and provide practical support to increase treatment utilisation, bookings and retail sales.
• Identify at-risk accounts, retention opportunities and potential cross-selling opportunities, referring qualified leads to Sales.
• Support customer launches, campaigns, demonstrations, events and trade activity.
• Manage customer queries, complaints and service issues, working with Technical Support and Operations to ensure timely resolution.
• Maintain accurate CRM records and provide reporting on customer engagement, satisfaction, training, product adoption and account growth.
• Represent the company professionally across all customer interactions.

Skills

Excellent communication

Relationship-building

Problem-solving

CRM systems

Microsoft Office

Travel occasionally

Account management

Team collaboration

Tools

CRM systems

Microsoft Office

Job description

OA are recruiting for a Customer Service Manager to join our client’s growing team.

Our client is a leading provider of professional skincare technology, treatment systems and skincare products to salons, spas and aesthetic clinics.

We are looking for an enthusiastic and commercially minded Customer Service Manager to build strong, long-term relationships with professional customers. You will support clinics, salons and spa partners throughout their customer journey, from onboarding and training through to account development, product adoption and retention.

You will act as a trusted partner, helping customers maximise the value of their equipment, treatment protocols, training and retail opportunities. This is a highly collaborative role, working closely with Sales, Training, Technical Support, Marketing, Operations and Quality to deliver an exceptional customer experience.

Location: Elstree, Borehamwood

Hours: Monday to Friday, 9am-5:30pm. Office based.

• 23+8 holidays (3 mandatory over Xmas period)
• Pension – 2% Employer / 3% Employee
• Life Insurance – 2 x Salary after 6 months’ service
• Manage a portfolio of professional salon, spa and clinic customers, building strong relationships and supporting retention and growth.
• Manage customer onboarding, including equipment implementation, training coordination and first-treatment support.
• Work with the Training team to support customer development, including advanced training and progression towards Advanced Clinic status.
• Understand customer business needs and provide practical support to increase treatment utilisation, bookings and retail sales.
• Identify at-risk accounts, retention opportunities and potential cross-selling opportunities, referring qualified leads to Sales.
• Support customer launches, campaigns, demonstrations, events and trade activity.
• Manage customer queries, complaints and service issues, working with Technical Support and Operations to ensure timely resolution.
• Maintain accurate CRM records and provide reporting on customer engagement, satisfaction, training, product adoption and account growth.
• Represent the company professionally across all customer interactions.
• Experience in customer success, account management or a similar client-facing B2B role.
• Excellent communication, relationship-building and problem-solving skills.
• Proactive, organised and commercially aware, with the ability to manage a customer portfolio and competing priorities.
• Strong customer service focus and confidence handling customer concerns.
• Confident using CRM systems, Microsoft Office and digital communication platforms.
• Willingness to travel occasionally to customers and events.
• Experience within beauty, aesthetics, skincare, medical devices, wellness or professional services is desirable.
• Knowledge of salon, spa, clinic or aesthetic business operations is desirable.
• Experience with professional equipment, customer onboarding, training or account development is desirable.
• Experience using CRM, ERP or customer service systems is desirable.
• Beauty therapy, aesthetics, skincare or related qualifications are desirable.
• Customer-focused, professional and commercially minded.
• Proactive, dependable and confident taking ownership.
• Resilient and comfortable handling challenging conversations.
• Collaborative and confident working across teams.
• Organised, detail-oriented and strong on follow-up.
• Passionate about the beauty, skincare and aesthetic industries.