Skin Experience Manager

1 day ago

Singapore EIG Dermal Wellness (S) Pte. Ltd. Full time

**_Multiple centers hiring: Parkway Parade, Northpoint City, One Holland Village, Plaza Singapura, NEX_**

The Skin Experience Manager is a key leader in the Skin Care Center, responsible for driving retail product and package sales, enhancing the customer journey, and ensuring strong front-of-house performance. This role leads by example in customer engagement and sales behavior, coaches the therapist team to improve sales performance, and works closely with the Centre Manager to achieve overall business targets.

**Sales Leadership & Customer Experience**
- Lead the retail and customer engagement experience at the front of house.
- Conduct pre
- and post-treatment consultations to identify customer needs and recommend suitable products/packages.
- Coach therapists on upselling techniques, file card usage, and customer interaction skills.
- Drive daily sales targets through team motivation, huddles, and 1:1 coaching.
- Monitor and report daily sales results, identifying gaps and action plans.
- Ensure every customer is guided through a consistent, high-touch customer journey.
- Handle VIP clients, feedback resolution, and service recovery when needed.

**Front Desk & Operational Oversight**
- Oversee front desk operations including appointment flow, scheduling accuracy, and customer follow-up calls.
- Collaborate with the Centre Manager to ensure seamless treatment and retail integration.
- Ensure the professional presentation of the center, merchandising displays, and customer waiting areas.
- Manage stock levels, inventory accuracy, and retail display standards.

**Team Collaboration & Training**
- Support therapist development in sales consultation, rebooking scripts, and objection handling.
- Conduct regular floor observations and real-time coaching.
- Participate in planning and execution of promotions, campaigns, and customer events.
- Collaborate with the Centre Manager on team performance tracking and service improvements.

**Requirements**:

- Minimum 2 years experience in premium beauty retail, client experience, or front-of-house leadership roles
- Proven sales track record in achieving retail and programme targets through consultative selling, post-treatment guidance, and long-term client relationships
- Strong passion for skin health, facial treatments, and delivering results-driven, personalised skincare solutions
- Exceptional communication, coaching, and interpersonal skills, with a warm, polished, and professional presence
- Experience in leading teams or coaching service staff to improve sales confidence, client engagement, and treatment-to-programme conversion
- Highly organised, detail-oriented, and confident managing multiple touchpoints in a fast-paced, sales-and-service environment
- Proactive, performance-driven, and accountable for both individual contribution and centre-level KPIs
- Skilled in conflict resolution, with the ability to handle customer concerns, align internal expectations, and maintain team harmony under pressure
- Comfortable with retail scheduling, including weekends and peak-hour rotations
- CIDESCO, CIBTAC, or Professional Makeup/Beauty Diploma qualifications are an advantage and reflect a strong foundation in skin understanding

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