Client Experience Lead

Job Description

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.