Industry: Beauty and Wellness

Are you warm, people-focused, and confident on the phone? Our client in the beauty and wellness industry is seeking a Client Retention & Engagement Specialist to nurture relationships with existing and past clients and support their ongoing beauty journey.
 

Client Outreach & Follow-Up:

• Make daily outbound calls to clients following their visits, ensuring they are satisfied and informed about next recommended steps.
• Contact clients who have not visited within established intervals (e.g., 3, 6, 8 weeks, depending on service type).
• Send reminders about maintenance schedules; trim cycles, scalp treatments, or protective style takedown timelines.
• Assist with rebooking appointments based on stylist availability and hair care guidance.

Engagement & Retention:

• Build rapport and long-term relationships with clients using warmth, empathy, and consistency.
• Encourage participation in loyalty programs, treatment plans, packages, or memberships.
• Track recurring client goals (growth, strengthening, protective styling cycles, scalp care plans).

Feedback Management:

• Collect feedback after visits using structured questioning guidelines.
• Identify recurring themes and escalate concerns or service opportunities to leadership.
• Support review requests and satisfaction surveys where needed.

System & Record Keeping:

• Document all client interactions, outcomes, notes, concerns, and next steps in CRM/salon software.
• Maintain accurate client records, including hair plan cycles, preferred rebooking patterns, and follow-up timelines.
• Track retention success and rebooking conversion rates.

Reporting:

• Provide weekly reports summarizing Call volume & success rate, Booking conversions, Client satisfaction insights, Inactive client reactivations, and Notable feedback trends.

• 1–3 years experience in client relations, call outreach, sales, hospitality, spa/salon service, or customer experience role.
• Bachelor's degree/HND or lower grade in a relevant field   
• Warm, confident phone presence with the ability to build trust quickly.
• Strong communication (verbal + written), emotional intelligence, and listening skills.
• Ability to handle objections gently and respectfully.
• Comfortable using CRM software, WhatsApp Business, spreadsheets, and booking systems
• Self-motivated with strong follow-through and time management habits.
• Enjoys relationship-building and measurable goals.
• Calm, supportive, and solutions-oriented.
• Interest in healthy hair, wellness, beauty, or luxury customer service.
  
  📨 How to Apply: Interested and qualified candidates are encouraged to apply using the link below: bit.ly/48TFDhT
  Only shortlisted candidates will be contacted.