Client Experience Lead- 19th Street at Heyday
New York City, NY, US

Benefits/Perks

  • Competitive Hourly Wage 
  • Product and Membership Commission 
  • $5 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

 

Company Overview

At Heyday, we are expert skincare everyday that empowers everyone to be their best self. Today, Heyday is an omnichannel skincare business with 11 shops in New York, Los Angeles, and Philadelphia, and a fast-growing digital presence aiming to innovate in skincare the same way we did with the skincare experience offline. We’ve been named “Best Facial” by New York Magazine, performed 300,000 treatments, created the largest team of talented estheticians, and collected  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.

 

Job Summary

You are the foundation of our success as an organization. You are an expert in creating world-class client experience in our shops. You deliver this experience by connecting with our clients, sharing product recommendations, anticipating their specific needs, and resolving all questions, and leading a team.

 

Responsibilities 

  • Provide high-level client service and hospitality to clients: including in-person, over the phone, and through email.  Sets an example for the entire Shop
  • Work in conjunction with the Shop Manager to process, record, and respond to  schedule adjustments 
  • Owns the balancing of Skin Therapist appointments in our booking system
  • Manage staff on shift, including but not limited to: deployment, delegation, trouble shooting in the moment
  • Assist in daily shop tasks and projects, including
    • Cleaning
    • Assisting with laundry and folding towels
    • Preparing for inclement weather 
    • Sanitation Checklist Follow Up
  • Follow protocol to address staff call-outs and no-shows
  • Ability to open and close the shop effectively 
  • Demonstrate product knowledge, assist with re-stocking products, receiving and entering inventory, and be able to assist clients with product sales and returns 
  • Provide in the moment feedback on task-related skills
  • Maintain a positive attitude and take initiative
  • Knowledge of treatment room set-up and breakdown in accordance of Heyday standard
  • Assist with the training and coaching of new hires for the Host team
  • Follow up on Kustomer Platform to ensure all client contacts are up to date
  • Maintain the distinct Heyday aesthetic, appearance, atmosphere and culture 

 

Qualifications

  • Must have outstanding customer service and problem-solving skills
  • Must be confident when recommending memberships, packages, and product
  • Must have the ability to prioritize and multi-task within a fast-paced environment
  • Must be willing to initiate tasks and perform duties without direction
  • Must have excellent communication skills (verbal and written) and be able to work with a wide range of personalities
  • Must have a positive, can-do attitude
  • Must have a friendly and professional phone and email etiquette
  • Must have superior organizational skills
  • Must have the flexibility to work a non-traditional schedule - including weekends, opening shifts, and closing shifts