Client Service Lead

About the role

The Client Service Lead is the operational owner of the end-to-end client journey and front desk operations, ensuring a premium client experience from initial enquiry to post-service follow-up. The role leads the front desk team, maintains operational excellence, ensures accurate reporting and drives client satisfaction, retention and service consistency. It is a working leadership role: the lead does front desk duties directly, including bookings, client handling and checkout, as well as leading the team.

Key responsibilities

• Own the bookings calendar as the single source of truth, with correct service, correct technician, accurate duration, complete client notes and alerts.
• Ensure all services performed are accurately captured so 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 the booking stage and the in-atelier stage.
• Proactively notify clients of delays before arrival where possible, with clear options.
• Handle service recovery and client escalations.

Required profile

• At least 3 years in a client-facing service role in a 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.

What we offer

• Salary of 300,000 to 500,000 net.