Client Services Manager Job Description:

$65,000 - $85,000 Bonus Potential

Client Service Manager for Beverly Hills Rejuvenation Center will lead our efforts to provide exceptional client care and luxury experiences while ensuring the highest standards of service delivery. You will be responsible for managing the client journey, implementing key performance indicators (KPIs), optimizing time management, and fostering a positive team culture focused on talent retention and development. Your role is pivotal in upholding our commitment to excellence and enhancing the overall client experience. The Client Services Manager is the key to driving the success of the clinic, and is a part of the decision-making team that helps the business continuously grow and improve. The Client Services Manager reports directly to the Area Manager. They have complete knowledge of the business, supporting financial and operational procedures, and are responsible for implementing strategies and processes to help the business thrive. Above all, they ensure every client experiences excellent care and service while delivering high quality consultations and converting sales leads to clients. The Manager is to supervise all day-to-day operations, delegates responsibility and supervises employees to assure that all operations are performed in accordance with BHRC standards, policies and procedures.

Job Duties, Responsibilities and Capabilities:

Client Journey Management:

• Oversee the client journey from initial contact to post-treatment follow-up, ensuring a seamless and personalized experience at every touchpoint.
• Collaborate with front desk staff, patient coordinators, and medical providers to streamline processes and enhance the efficiency of client interactions.
• Conduct regular assessments of client feedback and satisfaction levels, identifying opportunities for improvement and implementing solutions to enhance the client experience.

General

• Oversee and manages all areas of the business.
• Keep Area Manager and/or Medical Director promptly and fully informed of all issues (e.g., adverse events, client or staff concerns, and positive events) and takes prompt corrective action where necessary or suggests alternative courses of action.
• Complete job responsibilities and performance objectives in a timely and effective manner and in accordance with Beverly Hills Rejuvenation Center policies and procedures.
• Maintain a favorable working relationship with all employees to foster and promote a cooperative and harmonious working climate which will be conducive to maximum employee morale, productivity, and efficiency/effectiveness.

Sales

• Accountable for meeting all sales goals.
• Adhere to company standards and service levels to increase sales and minimize costs, including inventory, utility, and labor costs.
• Create a structured business plan every month to hit set sales goals and develop team members accordingly.
• Oversee additional key metrics to support the success and profitability of the business, including service mix, margin analysis, and client demographics

Operational Responsibilities

• Meet weekly with the leadership team, Medical Director and other decision makers within BHRC.
• Accountable for all facility maintenance and cleanliness.
• Ensure all services are rendered in accordance with BHRC policies and procedures.
• Ensure all clients receive a proper consultation and treatment recommendations based on their individual needs and desired outcomes.
• Ensure that proper security procedures are in place to protect employees, clients, and company assets.
• Ensure accurate inventory reports and enforce inventory control procedures.
• Ensure a safe working and client environment to reduce the risk of injury and accidents. Complete incident/accident reports promptly in the event that a client or employee is injured or patient has an adverse reaction to a product or treatment.
• Manage all daily activities involving staff and client care, assuring the highest level of service for all clients.
• Investigate and resolve complaints concerning services.

Personnel

• Provide direction to employees regarding operational and procedural requirements.
• Interview employees. Direct hiring (as laid out in BHRC New Hire Process), supervision, development and, when necessary, termination of employees.
• Conduct orientation as laid out in the BHRC onboarding process.
• Assess training needs and schedule training appropriate for each staff member’s needs.
• Develop employees by providing ongoing feedback, establishing performance expectations, and conducting performance reviews.
• Maintain an accurate and up-to-date plan of staffing needs. Prepare schedules and ensure that the center is staffed appropriately all hours of operation.
• Ensure all HR policies are enforced.
• Attend and maintain all staff training, relevant to their role, in meeting federal and state law requirements of a medical office, such as HIPAA, CPR, OSHA, CLIA

Marketing

• Create monthly specials in collaboration with management and marketing.
• Monitor competition by gathering current marketplace information on pricing, products and new service offerings.
• Hold special events in collaboration with vendors.
• Convert leads into clients. Ensure all client leads are promptly contacted and proper follow up is completed and recorded.
• Oversee grassroots & B2B efforts, including tracking of clients generated through grassroots marketing

Manager’s Daily Responsibilities:

• Create a plan with Area Manager to meet or exceed daily revenue target.
• Prepare payroll including payment of commissions and bonuses.
• Prepare reports and submit to upper management for review.
• Assure all staff is on point with their assigned duties.
• Review Time Clock Report to assure accuracy and submit in timely manner for payroll.
• Review clinic schedule to assure all appointments are scheduled correctly and efficiently
• Assure accuracy of all invoices and receive/record all payments according to BHRC policies.
• Create and manage employee schedules and calendar.
• Maintain an adequate stock of clinic supplies.
• Clear and consistent communication with clinic staff to achieve clinic standards in a positive and harmonious environment
• Generate money-saving ideas.
• Complete inventory count and resolve all discrepancies.
• Promote an organized, positive, and motivating work environment.

Job Type: Full-time

Salary: $65,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Weekends as needed

Educational Background and Certifications

• Bachelor’s Degree: Preferably in Business Administration, Hospitality Management, Health Administration, or a related field.
• Certifications: Additional certifications in customer service, project management, or the beauty and wellness industry can be advantageous.

Professional Experience

• Client Services Experience: Minimum of 3-5 years in a client-facing role, ideally within a luxury spa, medspa, or similar high-end service environment.
• Management Experience: Proven experience managing a team, with skills in leadership, delegation, and performance management.
• Industry Knowledge: Familiarity with the medspa industry, including common treatments, procedures, and products.

Skills and Competencies

• Customer Service Excellence: Demonstrated ability to deliver exceptional customer service, handle high-profile clients, and resolve conflicts effectively.
• Sales Acumen: Strong sales skills to promote services and products, and experience in driving revenue through upselling and cross-selling.
• Communication Skills: Excellent verbal and written communication skills, with the ability to interact professionally with clients, staff, and vendors.
• Organizational Skills: Strong organizational abilities, with a focus on attention to detail and the capacity to manage multiple tasks simultaneously.
• Tech-Savvy: Proficiency in using CRM software, payroll systems, and other relevant technology platforms.
• Problem-Solving: Ability to anticipate client needs and resolve issues promptly and efficiently.

Personal Attributes

• Professional Appearance: Polished and professional appearance appropriate for a luxury setting.
• Empathy and Patience: High level of empathy and patience to deal with a variety of client needs and concerns.
• Adaptability: Flexibility to adapt to the changing needs of the business and clients.
• Leadership: Inspiring leadership qualities to motivate and manage a team effectively.