Business Development and Customer Experience Manager

Duties & Responsibilities

Client Experience & Front Desk Management

• Greet and welcome clients with warmth and professionalism, ensuring a luxurious and seamless first impression.
• Manage daily front desk operations including check-ins, check-outs, and handling inquiries in person, over the phone, or via email.
• Schedule, confirm, and follow up on client appointments to minimize no-shows and enhance customer satisfaction.
• Maintain a clean, organized, and visually appealing front desk and reception area at all times.
• Ensure all waiting areas are well-maintained and stocked with amenities and literature (brochures, water, etc.).

Telecalling & Lead Follow-Up

• Call and follow up with new and existing leads promptly to convert inquiries into bookings.
• Maintain a lead database and track follow-up schedules, conversions, and reasons for drop-off.
• Reach out to past clients for re-engagement and upselling of new or relevant services.

Business Development & Revenue Growth

• Assist in planning and executing promotional campaigns, packages, or events to attract new clients.
• Collaborate with the marketing team (if any) to give input on target audiences and service popularity.
• Identify opportunities for cross-selling and upselling based on client profiles and service usage.
• Maintain a monthly target sheet and work towards achieving or exceeding client acquisition and retention goals.

Coordination & Operational Oversight

• Coordinate daily task schedules with doctors, aestheticians, and therapists to ensure punctual and smooth operations.
• Ensure all treatments start on time and rooms are properly prepared for the next client.
• Monitor and manage the cleanliness, ambiance, and readiness of treatment areas.
• Track and report any maintenance issues that need immediate attention.

Inventory & Medspa Operations Support

• Assist in managing inventory for skincare products, consumables, and medicines—alerting the team when stock is low.
• Maintain accurate logs for product usage, reorder levels, and supplier coordination.
• Help prepare treatment kits or items required by staff for each procedure as per protocol.

Additional Administrative Responsibilities

• Maintain daily reports on client footfall, revenue, lead conversions, and staff attendance.
• Handle feedback or concerns from clients gracefully, escalating as necessary to management.
• Ensure alignment with service protocols, confidentiality, and luxury brand standards at all times.

Job Type: Full-time

Pay: ₹17,000.00 - ₹30,000.00 per month

Schedule:

• Day shift

Education:

• Bachelor's (Required)

Experience:

• Customer service or Business Development: 1 year (Required)

Language:

• English (Required)
• Punjabi (Required)
• Hindi (Required)

Work Location: In person