Client Experience Manager – Beauty

About Our Client

Our client is one of the fastest-growing aesthetic companies in the Philippines, with branches expanding across key locations nationwide. They are a dynamic, client-focused aesthetic brand known for pairing advanced treatments with exceptional service.

Their culture values excellence, integrity, collaboration, and genuine care, with a strong focus on delivering a premium, personalised aesthetic experience for every client who walks through their doors.

About the Role

The Client Experience Manager – Beauty & Wellness plays a key role in strengthening client relationships, supporting revenue growth, and ensuring clients receive a high-quality, personalised aesthetic experience.

The role focuses on client care, treatment guidance, consultation support, upselling, and client retention, while working within existing systems, structures, and protocols established by the clinic.

You will collaborate closely with the clinical team and management to enhance client satisfaction and contribute to the clinic's overall performance — without carrying responsibilities intended for medical, operational, or executive roles.

Key Responsibilities
Client Guidance & Consultation Support

• Support the consultation process by understanding client concerns, goals, and relevant background information, in coordination with the attending doctor, who provides the clinical assessment and final treatment recommendation.
• Guide clients through doctor-approved treatment plans, ensuring they clearly understand timelines, expectations, pricing, and aftercare requirements.
• Maintain strong and up-to-date knowledge of clinic services to confidently explain treatment benefits and suitability.
• Ensure clients feel supported, informed, and comfortable throughout their entire aesthetic journey.

Client Relationship Building

• Build long-term client relationships to encourage loyalty, trust, and repeat visits.
• Manage and support VIP or high-value clients, ensuring exceptional service and attention.
• Address client questions, concerns, or escalations with professionalism and timely follow-through.
• Observe client patterns, feedback, and service gaps to help refine and elevate the client experience.

Sales, Upselling & Revenue Support

• Drive treatment conversions through strong communication, trust-building, and clear explanation of doctor-approved treatment value.
• Identify opportunities to upsell or cross-sell suitable treatments or products based on client needs and goals.
• Track personal sales performance, including conversions, rebookings, and client retention.
• Share experience-based insights to improve sales flow and client engagement strategies, while working within existing clinic systems and processes.

Coordination & Team Collaboration

• Work closely with doctors, aestheticians, and clinic teams to ensure smooth client flow and seamless service delivery.
• Provide feedback to management on recurring client needs, concerns, and service improvement opportunities.
• Collaborate with marketing and operations teams by sharing client insights, without executing campaigns or handling operational tasks.
• Uphold clinic service standards, protocols, and brand values at all times.

Key Performance Indicators (KPIs)

• Treatment Conversion Rate
• Monthly Sales Achievement
• Upsell & Cross-sell Performance
• Client Rebooking Rate
• Client Retention Rate
• Client Satisfaction Score (reviews, feedback, NPS where applicable)
• Accuracy and quality of client documentation and handovers

Qualifications

• 3–5+ years of experience in an aesthetic clinic, medspa, dermatology clinic, or similar environment.
• Strong background in client-facing aesthetic roles involving consultation support, client care, and sales.
• Proven ability to achieve sales, conversion, and retention targets.
• Excellent interpersonal, communication, and customer service skills.
• Ability to work confidently within established systems while offering informed suggestions where appropriate.
• Professional, polished, and client-focused demeanour.
• Experience with CRM or clinic management systems is an advantage.

Notes: What This Role Is Not

This position does not function as a doctor, medical practitioner, operations manager, department head, or executive role. The Client Experience Manager does not perform treatments, provide clinical diagnoses, create operational systems, manage staff schedules, or handle administrative tasks such as front desk duties or inventory.

The role operates within established processes and collaborates closely with relevant teams, offering insights rather than creating or implementing operational frameworks. Its core purpose is to enhance client care, support revenue performance, and uphold high service standards.

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