Client Service Lead

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

Client Communications — Phone, WhatsApp & Email Own the bookings calendar as the single source of truth; correct service, correct technician, accurate duration, complete client notes and alerts. Ensure all services performed are accurately captured so that clients are not surprised at checkout and no revenue is lost to unrecorded services.

Train and hold the BCA and CFC accountable to pricing-integrity standards at both the booking stage and the in-atelier stage. Ensure clients are proactively notified of delays before arrival where possible, with clear options Handle service recovery and client escalations Requirements Minimum 3 years in a client-facing service role premium salon or spa, hotel front office, hospitality or premium retail.

At least 1 year coordinating or supervising a small team. Experience in a premium beauty, spa, clinic or hospitality environment.

Benefits

300,000-500,000 net