Client Experience Leader - Skokie

About the role

We believe in the power of beauty, self-care, and a sense of belonging. Our salon offers an experiential space where clients and team members can discover their best selves.

Responsibilities

• Offer personalized care: Greet clients warmly, offer refreshments, guide them to specific service areas, and curate an experience aligned with their preferences and needs. Diffuse escalations and support the Client Experience Specialists (CESs) throughout the shift.
• Encourage future visits: Schedule clients for their next appointment at checkout, ensuring they continue to enjoy the benefits of our services.
• Achieve KPI targets: Success will be measured through rebooking rates, retail conversion, gift cards, etc.
• Champion the brand: Embrace and embody the values and culture of Tricoci Salon & Spa, becoming a living ambassador of our brand.
• Seek valuable feedback: Gather insights from departing clients on their experience, showing our commitment to continuous improvement.
• Uphold brand standards: Ensure waiting areas, reception areas, and other spaces are maintained according to company brand standards.
• Facilitate seamless communication: Maintain an open line of communication with fellow team members and management, accurately logging messages into our system and ensuring timely communication between team members.
• Share expertise: Educate clients on our services, retail products, and promotions, assisting clients in their selections and elevating their experience.
• Resolve inquiries and concerns: Skillfully address questions, fulfill requests, and resolve concerns, demonstrating your expertise and dedication to the client experience.
• Execute transactional procedures: Handle cash and credit transactions accurately and efficiently, ensuring strict adherence to established credit card/cash management protocols.
• Lead team member training: Conduct comprehensive training programs for new and existing team members, ensuring they are equipped with the necessary skills and knowledge to perform their roles effectively.
• Team scheduling: Create staff schedules (with GM approval) to ensure optimal coverage, accommodating peak times, and maintaining budget hours.

Requirements

• Minimum 2 years’ experience in a customer-facing role, preferably in a spa/salon, hospitality, or retail environment. Reservation experience a plus!
• Strong shift leadership to effectively support the team and navigate the client journey.
• Train new and existing team members.
• Proficiency with team scheduling process and procedures.
• Provide mobile customer experience (via headset and tablet) with strong communication and organizational skills.
• Ability to anticipate the needs of our clients, consistently going above and beyond to exceed their expectations.
• Thrive in a fast-paced environment, maintaining composure and attention to detail even during peak hours.
• Strong communication and interpersonal skills with an emphasis on active listening.
• Proficient in using computer systems and point-of-sale software.
• Passion for the beauty and wellness industry, with a genuine desire to create exceptional experiences for clients.
• Professional appearance and demeanor, representing the Tricoci brand with pride.
• Ability to work a variety of schedules including evenings and/or weekends.

Qualifications

• Minimum 2 years’ experience in a customer-facing role, preferably in a spa/salon, hospitality, or retail environment. Reservation experience a plus!
• Strong shift leadership to effectively support the team and navigate the client journey.
• Train new and existing team members.
• Proficiency with team scheduling process and procedures.
• Provide mobile customer experience (via headset and tablet) with strong communication and organizational skills.
• Ability to anticipate the needs of our clients, consistently going above and beyond to exceed their expectations.
• Thrive in a fast-paced environment, maintaining composure and attention to detail even during peak hours.
• Strong communication and interpersonal skills with an emphasis on active listening.
• Proficient in using computer systems and point-of-sale software.
• Passion for the beauty and wellness industry, with a genuine desire to create exceptional experiences for clients.
• Professional appearance and demeanor, representing the Tricoci brand with pride.
• Ability to work a variety of schedules including evenings and/or weekends.

Benefits

• Competitive pay
• Employee discounts (up to 90% off the Tricoci menu service pricing, 25-50% off retail and more!)
• Growth opportunities within a diverse, inclusive, and fun working environment
• Comprehensive health insurance including medical/rx (including virtual visits), dental, vision, life, and disability
• Critical Illness, Group Accident, and Hospital Indemnity insurance available
• Company matching 401(k) Plan
• Wellness benefits including EAP with 5 free sessions (per situation)
• Paid leave/vacation

Pay

$19 - $20 per hour

Schedule

Flexible schedule to accommodate peak times and budget hours.