Service Excellence Manager

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Experience the Nail Haven difference.

Our Mission: Our mission is simple, to be an ultimate haven of luxurious yet affordable nail care experiences in an upscale and meticulously clean environment.

Our vision: Fueled by a steadfast commitment to service excellence, we strive to provide tailored and unique "beautifying" experiences for every guest in a salon that is celebrated for its wholehearted commitment to diversity, equity, and inclusion. Our relentless pursuit of unity and the celebration of uniqueness aims to redefine inclusivity and excellence, leaving an enduring impact not only on our valued guests but also on the broader community we proudly serve.

Our Salon Commitments:

• We are committed to using and providing non-toxic products that are good for all!
• We are committed to using the best sanitation, sterilization, and cleanliness techniques that are backed by science.
• We are committed to every guest and every employee being heard, valued, and important.
• We are committed to being the best in the industry and to continuous improvements of our products, services and techniques based on guest and staff feedback.

Our Workplace: At our core we are obsessed with an unwavering commitment to service excellence that will meet and exceed every guest's expectation. Our inclusive environment also allows us to be authentic in our representation and aims to showcase the unique differences that make both our team and guests amazing. Individuals of all cultures are welcome as we are committed to being an inclusive and premier workplace.

As the Service Excellence Manager, you are the leader and an essential partner of all aspects of in-salon operations - including, hiring, staffing, optimizing our books, people development & training, and inventory, all in an effort to achieve operational excellence and financial success for all.

The Service Excellence Manager is also a critical contributor to the Nail Haven strategy and must provide thought leadership and serve as a catalyst for continuous salon improvement.

Experience/Qualifications

• Highly organized and detail-oriented with an ability to work under pressure in a fast-paced environment
• Willingness to commit to continuing education, training and growth
• Prior management or team lead experience
• Proficient in the use of Microsoft Office, including Word, Excel, and Gmail platforms
• Excellent communication, customer service, and organizational skills
• Initiative to meet assigned goals, missions, and objectives
• Strong interpersonal skills to effectively communicate and build rapport
• Ability to effectively manage time and prioritize your schedule and coach others to do the same
• The ability to work weekdays and some weekends

Essential Duties & Responsibilities

• Lead the development of team members to deliver the ultimate guest experience, as well as build on their knowledge of our systems, processes and best practices
• Review and respond to all guest complaints
• Empower and train nail artists on how to best handle issues in the moment
• Follow up with the education team to support continued technical training and coaching based on guest feedback for all nail artists
• Lead and oversee the guest experience to ensure all members and clients are receiving a consistent and elevated experience
• Drive new membership and retention by overseeing consistent execution of the steps of service by nail artists; ensuring all members have strong onboarding by Front Of House and that every non-member is educated about the perks to being a member when they arrive and at check out
• Work with CVO to create an engaging customer experience that focuses on building relationships through connection, community and inclusion.
• Drive daily productivity by managing the pace of shops and ensuring the Nail Artist team keeps appointments running on time
• Oversee and improve upon labor management, including adjusting staff start times and end times, accurate time-keeping, schedule approvals and shift coverage
• Forecast staffing needs and drive revenue by stacking the books and maximizing guest appointment times
• Monitor salon's weekly consumption of back of house goods to insure all supplies are in house for use
• Partner with CVO to complete the monthly inventory process to ensure your location is properly stocked with all supplies
• Work with CVO to identify marketing opportunities, new selling strategies, event calendars, sales target setting, and regular business
• Drive and create salon customer appreciation events

Education

• High School Diploma or equivalent is required.
• Nail technician experience preferred

Job Types: Full-time, Part-time

Pay: $48,000.00 - $55,000.00 per year

Expected hours: 25 - 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Professional development assistance
• Vision insurance

Schedule:

• Holidays
• Monday to Friday
• Weekends as needed

Education:

• High school or equivalent (Preferred)

Experience:

• Nail care: 2 years (Preferred)

Work Location: In person