The Facilitator plays a critical role in ensuring clients receive the service quality and results promised by consultants and sales teams—specifically for services such as Advanced Laser Therapy, Strand by Strand – The Ultimate, and Strand by Strand – Cosmetic. This position involves end-to-end coordination across departments, proactive client engagement, and supporting both operational excellence and sales conversion to meet business goals.

Key Roles and Responsibilities:

Client Service & Delivery

• Deliver exemplary, client-centric service aligned with AHS standards and brand expectations.
• Coordinate with all departments to ensure seamless procedure execution for all offered concepts.
• Proactively resolve complex client concerns escalated by the team, involving the Advisor, Regional Head or National Head when necessary.
• Maximize client satisfaction through regular follow-ups, consistent engagement, and retention strategies.

Operational Excellence

• Maintain and manage client records meticulously, including consultation history, financial details, and treatment images.
• Monitor procedure room readiness, equipment functionality, and hygiene across all client-facing areas.
• Ensure daily CRM updates and maintain accurate reporting across daily, weekly, and monthly metrics.
• Coordinate with the Head Office to ensure smooth operational execution.

Sales Enablement & Business Support

• Support the sales team in closing deals, especially for procedural and high-value services.
• Identify and promote second sales opportunities through effective upselling and cross-selling (target-centric).
• Collaborate closely with Trichologists (Medical Practitioners) to align on client follow-ups, review outcomes, and support medical-to-sales integration.
• Strategize with studio departments to achieve monthly business targets and KPIs.

Inventory & Protocol Management

• Monitor departmental stock levels and raise timely requisitions.
• Ensure all protocols and standard operating procedures are followed across departments, maintaining high quality and safety standards.

Performance & Innovation

• Track studio visits of regular clients to personalize their experience and enhance service delivery.
• Monitor surgical schedules and ensure studio teams meet follicle count and average rate targets.
• Propose and implement new systems, processes, or service innovations to improve client experience and elevate brand positioning.

Success Metrics (KPIs):

• Client satisfaction scores & resolution turnaround time
• Conversion rate for second sales (upselling/cross-selling)
• CRM update compliance and reporting accuracy
• Follicle count and average rate achievement (where applicable)

• Client retention and repeat visit rate

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