Experience Manager

Discover Rennaï, the destination of the future for modern beauty and personal care.

At Rennaï, we are dedicated to helping people achieve well-being through 360° self-care in a very accessible environment. Inspired by the word Renaissance, we are committed to empowering people to take care of themselves, love themselves, and discover themselves.

Our carefully curated range of beauty products from around the world is complemented by personalized care services, including consultations with experts in beauty, nutrition, and wellness. We offer a variety of services to nurture the mind, body, and soul, providing everything you need to feel your best—inside and out.

Position Overview

We are looking for a dynamic and creative Experience Manager to join our team at a prestigious beauty and luxury retail company.

The successful candidate will have exceptional communication, client service, and interpersonal skills. They will be responsible for creating memorable self-care moments for our clients by organizing in-store experiences.

As the leader of the Revitalize (haircare) and Rejuvenate (skincare) realms, the Experience Manager will play a key role in shaping, elevating, and driving excellence across services within these strategic areas.

Reporting to the Senior Manager, Sales and Services, the Experience Manager will lead a team of dedicated in-store employees.

This position includes a comprehensive benefits package.

RESPONSIBILITIES

Client Experience

• Develop and implement strategies to elevate client service by creating a personalized, professional, and memorable in-store, client-focused culture, with a strong emphasis on conversion, sales-growth and client journeys within haircare and skincare.
• Develop and drive clienteling strategies to build long-term relationships, increase client retention, and maximize lifetime value.
• Respond promptly to client feedback and concerns, ensuring solutions exceed expectations and foster client loyalty.

Service Planning and Execution

• Design, plan, and implement innovative and engaging in-store services to enhance the client experience and drive sales, with particular focus on haircare and skincare services (expert consultations, rituals, diagnostics, etc.).
• Manage the service booking platform, budgets, timelines, logistics, and vendor relationships to ensure flawless execution and optimal profitability.
• Demonstrate a client-centric approach by ensuring exceptional service at every touchpoint.
• Identify opportunities to improve client journeys and implement practical solutions that enhance the overall client experience.

Brand Partnerships and Collaborations

• Build strong relationships with current and potential brand partners to enhance collaboration opportunities for memorable service, maximize commercial impact and associated sales.
• Collaborate with brand partners on exclusive services, experiential events, co-marketing initiatives, and training on product knowledge, client service excellence, personal care services, and techniques aligned with brand ethics.

Training and Staff Development

• Deliver regular training sessions to the sales/service team on product knowledge, service standards, and protocols, as well as selling techniques, upselling, and clienteling skills, acting as a subject matter expert and key reference in haircare and skincare.
• Provide ongoing coaching, mentorship, and feedback to motivate and improve team sales and service skills, ensuring consistent delivery of exceptional experiences.
• Support team members’ career development, fostering a culture of trust, continuous learning, and professional growth.
• Lead by example, inspiring, motivating, and developing team members with varying levels of experience and expertise.
• Adapt training and coaching approaches to meet the needs of team members with diverse skill sets and development levels.

Team Leadership & Performance Management

• Manage team scheduling to ensure optimal coverage aligned with traffic patterns and business priorities.
• Set clear individual and team goals aligned with sales targets and key performance indicators (KPIs).
• Closely monitor performance, providing regular feedback, coaching, and actionable development plans.
• Address performance and behavioral issues, including applying disciplinary measures when required, in accordance with company policies.
• Foster a high-performing, accountable team culture focused on results and client excellence.
• Foster an entrepreneurial, solutions-oriented culture focused on results, accountability, and continuous improvement.
• Maintain high performance in a fast-paced environment while effectively managing shifting priorities and tight deadlines.
• Collaborate cross-functionally with multiple departments to ensure alignment and seamless execution of business initiatives.
• Demonstrate flexibility and adaptability by quickly adjusting plans and priorities to meet evolving business needs.

Sales and Performance Analysis

• Analyze sales performance data and client feedback to identify opportunities for improvement and optimize service strategies.
• Develop and implement key performance indicators (KPIs) to measure the success and impact of events and client service initiatives, including sales results, conversion rate, and average basket size.
• Prepare comprehensive presentations and reports for senior management, highlighting event outcomes, client satisfaction, and sales trends.

SKILLS AND EXPERIENCE YOU WILL NEED

• Proven experience (7+ years) in a service-focused role in luxury retail, preferably in the beauty industry.
• Demonstrated experience or strong expertise in haircare and/or skincare, including a deep understanding of client needs, routines, and industry trends
• Exceptional client service skills and a passion for delivering memorable experiences.
• Experience leading and developing teams with diverse skill levels and backgrounds.
• Strong service planning and execution capabilities with a creative and innovative mindset.
• Excellent interpersonal and communication skills, with the ability to collaborate effectively with brand partners, vendors, and cross-functional teams.
• Demonstrated leadership and coaching skills, with experience training teams.
• Outstanding organizational and project management skills, with the ability to multitask and meet deadlines.
• Proficiency with technology and software for service booking, CRM (Client Relationship Management), and data analysis.
• Knowledge of beauty services, including esthetics, nail care, manicures, and pedicures; spa experience is considered an asset.
• Flexibility to work evenings, weekends, and holidays based on event schedules.

BONUS POINTS IF YOU

• A degree or equivalent experience in a relevant field.
• Knowledge of luxury beauty brands, industry trends, and client preferences.
• A passion for and advocacy of self-care and wellness.

Join our dynamic team and be part of a luxurious beauty experience that empowers people to embrace their uniqueness. Together, let’s create an inspiring space where beauty and confidence thrive and have a lasting impact on our clients’ lives.