Client Experience Executive

Job title : Client Experience Executive

Job Summary

• We are seeking Expereinced Client experience Executive.

Key Responsibilities

• Serve as the first point of contact for all clients, delivering a warm, polished, and luxury-level customer experience across WhatsApp, Instagram, phone calls, email, and in-person interactions.
• Respond promptly and professionally to inquiries, converting leads into booked consultations and treatments through confident and informative communication.
• Manage the clinic's appointment calendar, confirmations, rescheduling, cancellations, waitlists, and follow-ups to ensure smooth daily operations and minimal no-shows.
• Welcome and attend to clients in-clinic with exceptional hospitality, ensuring every visit feels seamless, comfortable, and personalized.
• Guide clients through the full treatment journey, including onboarding, consent forms, payment processes, post-care instructions, and follow-up communication.
• Handle billing, invoicing, payment processing, receipts, and client account records accurately and confidentially.
• Conduct post-treatment check-ins and feedback collection to maintain high client satisfaction and encourage retention and referrals.
• Maintain organized client records and CRM systems, ensuring all information is updated accurately and securely.
• Coordinate communication between practitioners, therapists, and clients to ensure efficient scheduling and service delivery.
• Support daily clinic operations by ensuring reception, waiting areas, and client-facing spaces are clean, organized, and aligned with Evia's brand standards.
• Assist with client retention initiatives including membership follow-ups, promotional campaigns, loyalty programs, and rebooking strategies.
• Support social media engagement by responding to DMs, comments, inquiries, and assisting with client coordination for content creation when required.
• Upsell and recommend appropriate treatments, skincare products, and treatment plans based on client needs and clinic offerings.
• Handle client concerns or complaints with professionalism, empathy, discretion, and solution-oriented communication.
• Uphold the clinic's brand image through professionalism, appearance, attention to detail, and excellent interpersonal skills.

Qualifications

• Previous experience in aesthetics, hospitality, wellness, healthcare, luxury retail, or customer service is highly preferred.
• Excellent communication, organization, multitasking, and relationship-building skills.
• Strong understanding of premium client service and the ability to work in a fast-paced, high-standard environment.
• Confident with social media communication, scheduling systems, and digital client management tools.