Client Manager / Front of House

About the Role

Reporting to the Head of Business Development, the Client Manager/ Front of House is responsible for retaining clients in order to contribute to the sales growth of Clínica 212.2 Ricardo Vila Nova. This team member will be responsible for representing the brand’s values, achieving sales targets, respecting the brand image/guidelines, and providing exceptional customer service, driving and guiding them through their “hair journey”.

What we offer

• The opportunity to work in a leading trichology clinic with a strong international presence.
• Integration into a dynamic environment with a distinctive atmosphere.
• Up to 33% discount with the department store.
• 50% off clinic products.
• Bonus of production and sales.
• Growth & Development opportunities.
• Subsidised meals.

Requirements

• Experienced professional in customer service, passionate about delivering excellent service.
• Organized and accustomed to working in a multitasking environment.
• Strong knowledge and ability to work with computer systems.
• Mandatory proficiency in English and Portuguese (reading, writing, and speaking); other languages are an asset.
• Organized, methodical, responsible, and detail-oriented.
• Flexible, proactive, and dynamic attitude.
• Minimum college education.
• Positive and productive attitude.
• Friendliness and empathy.
• Team spirit.
• Experience in similar customer-facing roles.
• Experience in commercial/sales functions.

Responsibilities

• Organize and schedule client treatments.
• Explain the Integrated Treatment Plan to clients; ensure follow-ups and rescheduling.
• Demonstrate strong knowledge of treatments and products to answer questions and sell relevant treatments and/or products based on client needs and expected benefits (training will be given).
• Be highly attentive to client preferences and special requests; offer meaningful alternatives when requests cannot be met.
• Warmly and welcomingly greet all clients entering the clinic, using their names when known.
• Be customer-focused, always seeking the best solution.
• Provide individual assistance and accurate information efficiently and promptly; offer special attention when appropriate.
• Coordinate and monitor client check-in and check-out according to clinic standards.
• Adhere to clinic policies and procedures.
• Maintain impeccable etiquette on the phone and via email.
• Demonstrate a courteous, professional, and warm attitude toward clients, supervisors, managers, and colleagues.
• Maintain the clinic’s space and image; ex. ensure a relaxing atmosphere with appropriate music and lighting.
• Anticipate client needs and take ownership of their concerns and requests; act decisively to ensure client satisfaction; report any issues or failures to the responsible manager for follow-up.
• Handle unexpected situations and emergencies calmly and confidently, following clinic policies and procedures.
• Immediately identify and report hazards, facility maintenance issues, and equipment-related problems.
• Perform other tasks or projects assigned by clinic management.
• Maintain accurate inventory of operational supplies and submit purchase requests in a timely manner.
• Work as part of a team to ensure effective reception operations and communicate relevant information.
• Understand and efficiently operate daily-use resources, including phone, computer, printer, clinic software, and card machines.
• Comply with 212.2 Ricardo Vila Nova clinic standards.
• Be punctual and reliable, informing management promptly in case of issues or delays.
• Maintain a professional appearance at all times: makeup, hairstyle, and nail polish according to company standards.
• Comply with hygiene and safety standards, quality criteria, and departmental procedures.