About this role
The Client Service Lead is the operational owner of the end-to-end client journey and front desk operations at our company. This role ensures a premium client experience from initial enquiry to post-service follow-up, while leading the front desk team, maintaining operational excellence, ensuring accurate reporting, and driving client satisfaction, retention and service consistency. This is a working leadership role. The Client Service Lead performs front desk duties directly, bookings, client handling and checkout, as well as leading the team. It is not a supervisory-only role.
Responsibilities
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Client Communications — Phone, WhatsApp & Email
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Own the bookings calendar as the single source of truth; correct service, correct technician, accurate duration, complete client notes and alerts.
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Ensure all services performed are accurately captured so that clients are not surprised at checkout and no revenue is lost to unrecorded services.
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Train and hold the BCA and CFC accountable to pricing-integrity standards at both the booking stage and the in-atelier stage.
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Ensure clients are proactively notified of delays before arrival where possible, with clear options
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Handle service recovery and client escalations
Requirements
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Minimum 3 years in a client-facing service role premium salon or spa, hotel front office, hospitality or premium retail.
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At least 1 year coordinating or supervising a small team.
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Experience in a premium beauty, spa, clinic or hospitality environment.
Benefits
- Salary: 300,000-500,000 net