Culture & Performance Lead

About the role

Skin by Lovely is seeking a Culture & Performance Lead for a current opening in Santa Monica. You will lead the front of house at the Santa Monica location, owning every patient’s experience before and after treatment — from how the phone is answered and how they are greeted to booking their next visit. You also shape the day‑to‑day experience for the team around you. This is a non‑clinical leadership role; you will not treat patients but will lead the people and operations that make exceptional patient care possible and own the results that come from it. The practice blends medicine, artistry and luxury to create an inclusive experience where every patient feels seen, cared for and valued, guided by the core values of Team, Personal Accountability and Making a Difference.

Qualifications

Experience in luxury hospitality, premium retail, a flagship restaurant, or a private medical, dental or aesthetic practice is preferred. We are looking for someone who comes from an environment where the standard was high and they played a meaningful role in ensuring the team consistently met it.

Skills

• People Leadership: Builds strong, engaged teams where people feel supported, valued and motivated to do their best work.
• Clear, Candid Communication: Communicates directly, thoughtfully and with warmth; comfortable navigating difficult conversations while maintaining trust and respect.
• Purposeful Leadership: Clearly communicates the “why” behind decisions, expectations and changes so the team understands where they are going and how they contribute.
• Emotional Intelligence: Approachable, self‑aware and emotionally steady; handles challenges, feedback and sensitive situations with maturity and sound judgment.
• Strong Attention to Detail: Notices the things others may miss, from team dynamics and patient experience to operational details and potential issues before they escalate.
• Results & Revenue Mindset: Genuinely cares about people while being comfortable owning performance, revenue goals, KPIs and business results.
• High Standards & Accountability: Takes pride in the practice, the patient experience and the brand; sets clear expectations and holds themselves and others accountable to delivering consistently.
• Hands‑On Leadership: Leads from the floor and stays connected to the day‑to‑day experience of the team and patients while remaining highly organized and ensuring nothing falls through the cracks.

Responsibilities

• Lead, coach and develop the front desk, patient coordinators and aesthetic consultants; their growth is your work.
• Run the daily huddle: set the tone, share the numbers, name the wins, explain the why; keep the team engaged and informed.
• Fill the schedule: own booking conversion on inbound calls, same‑day cancellation recovery, and the lapsed patient list.
• Own pre‑booking: ensure every patient leaves with their next appointment.
• Drive membership and package sales through the front‑of‑house team.
• Own the patient experience end to end, including recovery when something goes wrong.
• Oversee ordering, inventory and supplies.
• Report weekly on location performance.
• Partner with the clinical team on schedule optimization and provider utilization.

Pay

Highly competitive base compensation

Schedule

Full-time, weekend availability required