Client Experience Lead

Namely; Manhattan Beach (CA); On-site; USD 22,000 - 29,000; Full time

Benefits offered by this job

Competitive hourly wage

Membership and Product Commission

Discounted facials

Friends & Family Discount on Services

35% Product Discount

Paid Sick Time

Medical, Dental, Vision Benefits for 


Paid Time Off for full-time employees

Job summary

Heyday in Manhattan Beach seeks a Shift Lead to deliver a world-class client experience in our shop, connecting with clients, recommending memberships and products, resolving questions, and leading a team to excellence.

You will manage schedules with the Shop Manager, oversee on-shift staff, handle appointments in our booking system, support stock and sales, train new Hosts, and maintain the distinctive Heyday aesthetic and culture every day.

Qualifications

• Exceptional customer service and problem-solving skills.
• Confidence in recommending memberships, packages, and products.
• Ability to manage multiple tasks efficiently in a fast-paced environment.
• Proactive approach with initiative and independent task execution.

Responsibilities

• Deliver top-notch client service and hospitality in person, over the phone, or via email.
• Collaborate with the Shop Manager to adjust schedules and ensure efficient operations.
• Manage Skin Therapist appointments in the booking system and maintain balance.
• Supervise on-shift staff, including deployment and on-the-spot troubleshooting.
• Assist in daily shop tasks, including cleaning, stocking, and weather prep.
• Open and close the shop, maintain product knowledge, and support sales.
• Provide real-time feedback on task-related skills and uphold Heyday standards.
• Contribute to training and coaching of new Host team members.
• Follow up on the Kustomer platform to keep client contacts up to date.
• Uphold the Heyday aesthetic, ambiance, and culture.

Skills

Customer service

Communication

Sales

Leadership

Multi-tasking

Tools

Kustomer CRM

Job description

About Heyday

At Heyday, we're cutting through the noise in the skincare industry to help you discover your healthiest skin, so you can put your best face forward. With locations across the country, we provide personalized facial treatments and everyday skincare guidance from our expert estheticians, along with powerful products that let you feel the difference.

We've been named "Best Facial" by New York Magazine, performed over 500,000 facials, tried countless products, and have been collecting valuable skincare data the entire way.

Oh, and the word Heyday... it means the period of your life when you're at your prime. We believe every day should be your Heyday - we happen to start with skin.

About the Role

As a Shift Lead, you are the cornerstone of our organization's success. Your expertise lies in creating a world-class client experience in our shops. You achieve this by connecting with our clients, offering product recommendations, anticipating their unique needs, resolving queries, and leading a team.

What You’ll Do

Client Service & Hospitality

• Deliver top-notch client service and hospitality, whether in-person, over the phone, or via email, setting the standard for the entire shop.
• Collaborate with the Shop Manager to handle schedule adjustments, ensuring efficient operations.
• Manage Skin Therapist appointments within our booking system, ensuring balance and optimization.
• Supervise on-shift staff, including deployment, delegation, and troubleshooting on the spot.
• Assist in daily shop tasks and projects, encompassing cleaning, laundry, preparation for inclement weather, sanitation checklist follow-ups, and addressing staff call-outs and no-shows.
• Skillfully open and close the shop.
• Demonstrate product knowledge, support restocking efforts, manage inventory, and assist clients with product sales and returns.
• Offer real-time feedback on task-related skills.
• Maintain a positive attitude and take initiative.
• Be well-versed in treatment room setup and breakdown according to Heyday standards.
• Contribute to the training and coaching of new Host team members.
• Follow up on the Kustomer platform to ensure all client contacts are up to date.
• Uphold the distinctive Heyday aesthetic, ambiance, atmosphere, and culture.

The Ideal Candidate

• Exceptional customer service and problem-solving skills.
• Confidence in recommending memberships, packages, and products.
• The ability to manage multiple tasks efficiently within a fast-paced environment.
• A proactive approach, taking initiative and executing tasks independently.
• Excellent communication skills (both verbal and written) and the ability to collaborate with diverse personalities.
• A positive, can-do attitude.
• A friendly and professional phone and email etiquette.
• Outstanding organizational skills.
• Flexibility to work a non-traditional schedule, including weekends, opening shifts, and closing shifts.

Benefits Highlights

At Heyday, we're committed to the happiness and well-being of our employees and aim to create a workplace that fosters both personal and professional growth. Our benefits include, but are not limited to:

• Competitive Hourly Wage
• Membership and Product Commission
• Discounted facials
• Friends & Family Discount on Services
• 35% Product Discount
• Paid Sick Time
• Medical, Dental, Vision Benefits for full-time employees
• Paid Time Off for full-time employees

Heyday is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, sex, parental status, gender identity or expression, transgender status, sexual orientation, national origin, age, disability or genetic information. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.

Compensation: $16.00 - $21.00 per hour

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.