What are the responsibilities and job description for the Client Relationship Manager position at HairClub?
MAJOR RESPONSIBLITIES:
Ultimate Client Experience: Actively manages memberships and ensures that clients receive all services and products to which they are entitled and that renewals are processed accurately and on time through daily review of benefits, room visits and proper follow through. Proactively engage with past, potential and current clients and maintain client service history, and collaborate with the team for client follow up to ensure service satisfaction. Maintains an in-depth client history on each client and uses the data to better meet each client’s expectations.
Sales Excellence Acts as the primary contact for existing clients and builds long-term relationships through room visits. Improves client retention, growth and recurring revenue through conversions, upselling and relationships. Promotes membership upgrades, add-on’s opportunities to increase memberships through renewal of benefits, performing past-client outreach and fee management activities. Communicates daily with styling team, Center Manager, Image Consultant and Center Administrator to evaluate client experiences, troubleshoot/problem solve issues and construct win-win solutions leading to the delivery of the UCE. Maintains documents, policies and procedures in accordance with company standards relating to but not limited to, contract compliance.
People Experience: Builds professional relationships and communicates effectively virtually and in person. Able to adjust communication style in the moment to create a collaborative and cohesive working environment. Actively participates in or facilitates meetings such as new client protocol and PM Meeting and other staff meetings as required. Motivates team to generate upgrades through one-on-one contact, in-center promotions, open houses and referrals. Partners with styling team to educate clients on memberships, add-on’s, conversions, hair technology and at home hair care.
Perform other reasonable duties as assigned
MANAGEMENT AND COLLABORATION:
- Collaborate with Center Team to ensure client’s expectations are exceeded
- Collaborate with Center Team to reach client growth and retention goals
- Collaborate with Center Team to meet and or exceed Recurring Sales Revenue and drivers
QUALIFICATIONS:
- At least one (1) year previous sales experience
- University degree or equivalent working experience
- Member Experience: Hyper-focused on exceptional client experience with a strong level of service commitment.
- Action Oriented: Work independently and self-motivated. Able to seek opportunities vs. problems. Able to work under time constraints and pressure
- Demonstrates Self-Awareness: Maintains a professional image and manages personal brand effectively
HairClub is an equal opportunity employer, dedicated to creating an inclusive work environment for everyone. We embrace and celebrate the unique experiences, perspectives and cultural backgrounds that each employee brings to our workplace. HairClub strives to foster an environment where our employees feel respected, valued and empowered, and our team members are at the forefront in helping us promote and sustain an inclusive workplace.
