GUEST EXPERIENCE SPECIALIST

About the company

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.

Your tasks

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.

• 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.

Requirements

Job Requirements

• 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.