Client Experience Manager - Medical Aesthetics

ILŪMRA Skin; Raleigh (NC); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Complimentary or discounted treatments

Direct access to founders

Voice in how the practice grows

Job summary

ILŪMRA Skin in Raleigh, NC seeks a Client Experience Manager to lead the front office and drive an exceptional client journey. You will manage the front desk team, systems, and daily rhythms, partnering with leadership to align SOPs, policies, and revenue goals.

This role offers a growth path toward Practice Manager as the practice scales. You will supervise staff, optimize scheduling, ensure HIPAA compliance, and maintain POS systems while delivering personalized service to a membership-based

Qualifications

• 5+ years in a medical spa, aesthetics practice, dermatology, plastic surgery, concierge medicine or luxury hospitality environment.
• 2+ years supervising or leading a team; practice or office management experience is a strong plus.
• Experience with practice management and POS systems such as Boulevard, Aesthetic Record, Zenoti, Mindbody, Nextech, PatientNow or similar.
• Strong understanding of payment processing, memberships, packages, gift cards and retail sales management.
• Proven ability to convert inquiries into appointments through effective lead follow-up and client communication.
• Comfortable reviewing reports and using data to improve booking rates, scheduling efficiency and retention.
• Consultative sales skills, with the ability to educate clients on services, memberships and products professionally.
• Proficient with Microsoft Office, Google Workspace, texting platforms and scheduling software.
• Sound judgment and discretion in sensitive client situations.

Responsibilities

• Champion an exceptional client experience, ensuring every interaction reflects ILŪMRA Skin’s commitment to personalized care, hospitality and service excellence
• Oversee front desk operations, including direct supervision, training and development of front desk staff, with the ability to lead and grow a larger team as the business expands
• Train the team on scheduling procedures, client service standards, POS systems and office protocols
• Coordinate communication between providers, clients and leadership to ensure a seamless patient experience
• Monitor online reviews, client feedback and satisfaction metrics, resolving or escalating concerns as appropriate
• Build lasting client relationships and loyalty across our membership base
• Own the daily rhythm of the practice, including opening and closing procedures
• Manage staff schedules for the non-clinical team and coordinate provider schedules with clinical leadership
• Serve as the primary point of contact for vendors and industry reps
• Partner with leadership to build and maintain SOPs, policies and standards
• Identify inefficiencies in workflows, scheduling and systems, and lead the fix
• Coordinate inventory tracking, retail merchandising and product reordering with leadership
• Drive growth in memberships, retail sales and treatment bookings
• Track membership enrollments, renewals, package balances and client account information
• Generate and review performance reports on appointments, leads, conversion rates, retail sales and provider utilization
• Use data to improve scheduling efficiency, booking rates and client retention, and bring recommendations to leadership
• Manage and maintain Boulevard, our practice management and POS system, ensuring accurate client records, payments, memberships, packages and retail transactions
• Reconcile daily sales, deposits, gift card activity and payment reports
• Ensure consent forms, intake paperwork and client documentation are completed accurately and maintained properly
• Maintain HIPAA compliance and protect the confidentiality of all client information

Skills

Front desk leadership

Customer service

Staff training

Data-driven decisions

Scheduling procedures

Vendor liaison

HIPAA compliance

Microsoft Office

Google Workspace

Education

Bachelor’s degree preferred

Tools

Boulevard

Aesthetic Record

Zenoti

Mindbody

Nextech

PatientNow

Job description

ILŪMRA Skin is a membership-based medical aesthetics practice in Raleigh, NC, built on personalized care and an elevated client experience. We are growing, and we are hiring a leader who wants to grow with us.

The Client Experience Manager owns the front office and the day-to-day operating rhythm of the practice. You will lead our front desk team, run our systems, protect our numbers, and make sure every client interaction feels personal and seamless.

This is a leadership role with a defined path to Practice Manager. You will start by mastering the client experience and front office, then take on broader ownership of the practice as you learn the business. You report directly to our Co-Founder and work closely with ownership and our medical director.

Key Responsibilities

Client Experience & Front Office Leadership

• Champion an exceptional client experience, ensuring every interaction reflects ILŪMRA Skin’s commitment to personalized care, hospitality and service excellence
• Oversee front desk operations, including direct supervision, training and development of front desk staff, with the ability to lead and grow a larger team as the business expands
• Train the team on scheduling procedures, client service standards, POS systems and office protocols
• Coordinate communication between providers, clients and leadership to ensure a seamless patient experience
• Monitor online reviews, client feedback and satisfaction metrics, resolving or escalating concerns as appropriate
• Build lasting client relationships and loyalty across our membership base

Practice Operations

• Own the daily rhythm of the practice, including opening and closing procedures
• Manage staff schedules for the non-clinical team and coordinate provider schedules with clinical leadership
• Serve as the primary point of contact for vendors and industry reps
• Partner with leadership to build and maintain SOPs, policies and standards
• Identify inefficiencies in workflows, scheduling and systems, and lead the fix
• Coordinate inventory tracking, retail merchandising and product reordering with leadership

Revenue & Performance

• Drive growth in memberships, retail sales and treatment bookings
• Track membership enrollments, renewals, package balances and client account information
• Generate and review performance reports on appointments, leads, conversion rates, retail sales and provider utilization
• Use data to improve scheduling efficiency, booking rates and client retention, and bring recommendations to leadership

Systems, Finance & Compliance

• Manage and maintain Boulevard, our practice management and POS system, ensuring accurate client records, payments, memberships, packages and retail transactions
• Reconcile daily sales, deposits, gift card activity and payment reports
• Ensure consent forms, intake paperwork and client documentation are completed accurately and maintained properly
• Maintain HIPAA compliance and protect the confidentiality of all client information

Qualifications

• 5+ years in a medical spa, aesthetics practice, dermatology, plastic surgery, concierge medicine or luxury hospitality environment
• 2+ years supervising or leading a team; practice or office management experience is a strong plus
• Experience with practice management and POS systems such as Boulevard, Aesthetic Record, Zenoti, Mindbody, Nextech, PatientNow or similar
• Strong understanding of payment processing, memberships, packages, gift cards and retail sales management
• Proven ability to convert inquiries into appointments through effective lead follow-up and client communication
• Comfortable reviewing reports and using data to improve booking rates, scheduling efficiency and retention
• Consultative sales skills, with the ability to educate clients on services, memberships and products professionally
• Proficient with Microsoft Office, Google Workspace, texting platforms and scheduling software
• Sound judgment and discretion in sensitive client situations

Who Thrives Here

• You lead with hospitality and genuinely enjoy creating exceptional client experiences
• You want to grow into practice leadership, not just hold a position
• You thrive where client satisfaction, retention and revenue growth are measured and celebrated
• You treat the business as if it were your own and hold yourself accountable for results
• You are tech-savvy and pick up new systems quickly
• You take pride in an organized, efficient and elevated front office
• You are flexible and energized by a fast-growing practice

What We Offer

• A defined path to Practice Manager
• Complimentary or discounted treatments per policy
• Direct access to founders and a real voice in how the practice grows