Sr. Client Experience Lead

As a Senior Client Experience Lead at Heyday, you'll be responsible for delivering excellent client service, managing staff, and ensuring smooth shop operations. You'll set the bar high for client interactions, oversee appointment scheduling, and assist with product recommendations. Your role will also include training new team members, managing inventory, and maintaining the shop's overall ambiance and culture.

The ideal candidate for the Senior Client Experience Lead role at Heyday should possess exceptional customer service skills, strong communication abilities, and the capability to multitask in a fast-paced setting. Previous experience in a customer-facing position is a plus, as is a proactive mindset and confidence in recommending skincare products and services to clients.

A typical day for a Senior Client Experience Lead at Heyday involves a variety of tasks; from delivering top-tier client service, managing appointment schedules, to training new staff. You’ll also oversee shop operations, handle product sales, and maintain inventory while creating a welcoming atmosphere for clients. Each day offers new challenges and the opportunity to make a positive impact on clients' experiences.

At Heyday, Senior Client Experience Leads enjoy a range of benefits including a competitive hourly wage, commission on memberships and products, discounted facials, and a generous employee discount on products. Additionally, full-time employees receive medical, dental, and vision benefits, paid sick time, and paid time off, all designed to support your well-being and work-life balance.

Heyday is deeply committed to fostering an inclusive environment where all employees feel respected and valued. The company actively promotes diversity by embracing individuals from different backgrounds and perspectives, ensuring that everyone has the opportunity to thrive and contribute to creating a welcoming atmosphere for both employees and clients.

When discussing your approach to client service, focus on the importance of active listening, empathy, and personalizing the client experience. Highlight your strategies for anticipating client needs, handling inquiries effectively, and going the extra mile to ensure satisfaction.

In answering this question, emphasize your conflict resolution skills and ability to remain calm under pressure. Provide examples of strategies you've used to de-escalate issues, such as active listening, empathizing with the client, and providing timely solutions.

Discuss your leadership style and the importance of communication, encouragement, and setting clear expectations. Share specific methods you’ve used to inspire your team, such as recognizing individual strengths, providing constructive feedback, and fostering a positive work culture.

Explain your commitment to continuous learning by mentioning reputable sources you follow, such as industry blogs, professional skincare workshops, and product training events. Highlight how staying informed helps you provide better recommendations to clients.

Outline your familiarity with scheduling software and best practices for efficient appointment management. Discuss how your organizational skills have helped balance workloads and ensure optimal shop operations while minimizing client wait times.

Provide a clear example focusing on the specific actions you took to meet the client's needs. Emphasize building rapport, providing personalized recommendations, and following up after their visit to enhance their overall experience.

Articulate your understanding of Heyday's unique approach to skincare, such as the emphasis on personalized treatments, expert esthetician guidance, and the friendly, inviting atmosphere. Mention how these elements contribute to a remarkable client experience.

Discuss your systematic approach to inventory management, which may include regular stock audits, working collaboratively with team members to monitor product levels, and implementing efficient restocking procedures to ensure clients always have access to the products they need.

Share how you balance sales initiatives with client satisfaction by focusing on genuine product recommendations, emphasizing quality service, and creating trust with clients to encourage repeat business rather than purely driving sales.

Define a positive work culture in terms of respect, collaboration, and inclusivity. Share specific actions you take to foster this environment, such as recognizing team efforts, encouraging open communication, and supporting each other during busy times.