Salon C. Stellar
Client Experience and Operations Manager
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Salon C. Stellar
Job Description: Client Experience and Operations Manager
Role Overview
Job title: Client Experience and Operations Manager
Location: Salon C. Stellar, 19B Beak Street, Soho, London W1F 9RP, with travel to other locations as required by the needs of the business
Contract: Permanent, full time (40 hours per week), Tuesday to Saturday
Hours:
- Tuesday, Wednesday, Thursday: 10:30am - 7:30pm
- Friday: 9:30am - 6:30pm
- Saturday: 8:30am - 5:30pm
About Salon C. Stellar
Salon C. Stellar is an advanced skin clinic on Beak Street, Soho, where ancient wisdom meets modern science.
Purpose of the Role
This role is central to how Salon C. Stellar delivers exceptional, sensorial client experiences and seamless operations. The role is the face of the clinic and the engine behind its daily running, deeply involved in client experience and VIP handling, day to day operations, retail and ecommerce growth, and supplier management, helping shape the future of high end wellness in London.
Key Responsibilities
Client Experience and VIP Handling
- Act as a first point of contact for clients in person, by phone and by email, ensuring a warm, polished and consistent welcome
- Manage bookings, scheduling, confirmations and follow ups, keeping the diary optimised for the treatment team
- Lead VIP client handling, including personalised communications, preferences and journey management for high value and press clients
- Handle client queries, feedback and complaints promptly and professionally, escalating where appropriate
- Maintain accurate client records and treatment notes in line with data protection requirements
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Operations
- Support daily opening and closing procedures and ensure the clinic is presented to brand standard at all times
- Assist with rotas, team coordination and general administrative tasks
- Support compliance with health and safety, hygiene and clinic policies
- Assist with reporting on sales, bookings and client retention
Retail and Ecommerce
- Support retail recommendations and product sales in line with clinic protocols
- Contribute to the growth of retail and ecommerce revenue, including online merchandising, order fulfilment and stock accuracy across channels
Supplier Management
- Manage stock levels, ordering and supplier liaison for retail and professional products
- Maintain positive working relationships with suppliers and support margin and pricing housekeeping
Person Specification
- Experience in a client facing role, ideally within beauty, wellness, hospitality or luxury retail
- Excellent written and verbal communication skills
- Hyper organised with exceptional attention to detail and the ability to manage multiple priorities
- A genuine people person who builds warm, lasting relationships with clients, colleagues and suppliers
- Skilled in Microsoft Office or similar, and competent with Word, Excel and PowerPoint
- Confident with booking systems, ecommerce platforms and standard office software
- Hardworking and flexible, with great use of initiative: this is not a passive role, and requires someone who anticipates what the business needs, acts without waiting to be asked, and takes on varied duties as required
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What We Offer
- Complimentary facial treatments
- 30% product discount (non transferable)
- 28 days holiday per year inclusive of bank and public holidays, increasing by one day per complete year of service after 2 years, to a maximum of 8 additional days
- Employee Assistance Programme
- Annual salary and performance review
Terms Summary
- Schedule: full time, Tuesday to Saturday, 40 hours per week with a 1 hour daily break; reasonable overtime as required, paid at time and a half once 45 hours have been worked in the week
- Probationary period: 3 months
- Notice: 1 week during probation, 2 months after successful completion of probation
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