Facilitator

The Facilitator Executive plays a critical role in ensuring clients receive the service quality and results promised by consultants and sales teamsspecifically 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