GUEST EXPERIENCE SPECIALIST

Position Summary

We are looking for a highly strategic and dynamic Guest Experience Specialist to oversee the end-to-end luxury journey of our premium salon clients and lead our brand growth initiatives. Our establishment is a specialized salon focusing on premium, niche services including Russian dry manicures, advanced eyebrow lamination, and editorial makeup artistry.

In this senior role, you will be responsible for managing high-net-worth and VIP portfolios and driving customer retention strategies. While you will maintain senior executive relations with our top-tier VIP clientele during their salon visits to ensure peak service quality, your primary focus will be on high-level operational strategy, marketing, brand positioning, and mentoring other staff to uphold premium service standards.

Key Responsibilities

• Client Experience Architecture: Design, implement, and continuously audit the end-to-end premium guest journey across all service verticals, including advanced nail artistry, brow design, and luxury makeup touchpoints.
• VIP Relationship Management: Act as the primary executive manager for high-net-worth (HNW) and VIP clients, personally managing their multi-service beauty portfolio and delivering bespoke aesthetic consultations.
• Elite Client Technical Delivery: Personally execute advanced European/Russian nail techniques, specialized eyebrow lamination/colouring, and high-end makeup services for elite portfolios and high-value guest accounts to ensure premium brand representation.
• Proprietary Product Advisory & Retailing: Act as the leading client-facing specialist for the salon’s exclusive, niche international product lines, educating premium clients on highly tailored home-care formulations and specialized aftercare regimes unique to the Singapore market.
• Client-Facing Product & Technique R&D: Act as the frontline tester and brand ambassador for new international service and product rollouts, gathering client feedback and executing hands-on validation of new equipment, brow pigment compounds, and exclusive cosmetic formulations before full-scale commercial launch.
• Escalation Resolution & Service Recovery: Manage complex client feedback, product inquiries, and service escalations on the frontline, implementing immediate, highly personalized service recovery strategies to protect brand loyalty.
• Strategic Hospitality & Retail Marketing: Plan and execute exclusive, client-facing brand collaborations, premium loyalty programs, retail product launch events, and high-end VIP salon networking events to drive cross-selling and retention.
• Client Sentiment & Data Analytics: Monitor front-of-house client retention rates, retail attachment rates, satisfaction indices, and campaign performance via CRM data analytics to translate consumer behaviour into salon strategies.

• Minimum of 3 years of proven experience within the premium luxury hospitality, guest relations, retail advisory, or specialized international aesthetic sector (specifically with a multi-disciplinary background as a Senior/Master Technician).
• Full practical mastery of advanced European hardware nail techniques (Russian Manicure, Pedicure, structure gels), precision eyebrow lamination/colouring, and professional-grade makeup application.
• Deep understanding of specialized aesthetic equipment (e-files, diamond burs), chemical/organic skin and hair pigments, medical-grade sanitization standards, and highly specialized niche cosmetic brand formulations not readily available in the local market.
• Exceptional communication, relationship-building, and high-end retail advisory capabilities, with a polished, professional presence suitable for high-net-worth and corporate client interactions.
• Strong ability to balance corporate client experience strategies, exclusive product consulting, hands-on technical execution, and high-touch frontline hospitality across diverse beauty services.
• Competency in using CRM systems, tracking retail conversion metrics, and analysing client feedback to optimize customer lifetime value (LTV) and salon operational efficiency.