Client Care Lead

5 months ago


London, United Kingdom Toni&Guy Full time

We’re TONI&GUY, a British Hairdressing SuperBrand.

Founded in 1963 with a single salon in Clapham, to 680 Salons and 7000 pioneers in hair and fashion across the Globe. TONI&GUY celebrate 60 years of innovation, creativity & hair excellence.

TONI&GUY are currently undergoing the biggest transformation in our history. Our Global Support Office is the powerhouse behind a thriving network of salons, both franchised and company-owned. With an unwavering commitment to success, they provide dynamic support in areas such as media, design, finance, and cutting-edge educational programs. By harnessing their expertise, TONI&GUY's head office fuels the growth and profitability of each salon, ensuring they reach their highest potential in an ever-evolving industry.

**T**he** **Opportunity**

As the Client Care Lead, you will play a pivotal role in redefining the standard of service within the beauty and salon industry. Your expertise will be instrumental in developing strategies that ensure each client interaction reflects the essence of TONI&GUY's commitment to excellence. Whether it's refining service protocols, enhancing product delivery, or addressing any client concerns, your innovative thinking will shape the path to unparalleled success.

In this role, you'll immerse yourself in a world of creativity, client-centricity, and strategic thinking. If you're passionate about driving transformative change, cultivating client relationships, and building a legacy of exceptional service, we invite you to be a part of our dynamic team. Join us as we pave the way for a new era of client care, where every interaction is an opportunity to create magic.

**Key Responsibilities**:

- Collaborate with Head of Customer Experience to establish CXs program criteria based on cutting-edge CX standards and protocols.
- Develop comprehensive solutions for identifying CX training needs and recognizing salons upholding TONI&GUY's renowned service excellence.
- Analyse feedback across channels to pinpoint high-performing salons and hairdressers, facilitating recognition through awards and incentives.
- Guide salon managers and partners in maintaining a positive digital reputation, including effective management of online reviews and reputation scores.

**We’d** love to meet someone who is able to**:

- Provide top-notch customer service and build long-lasting relationships. A true people person, with the ability to adapt communication styles to connect & build rapport with all individuals & personalities.
- Bring prior experience from a customer service or call center setting in an office environment.
- Possesses strong interpersonal skills, excelling both in teamwork and individual endeavors.
- Exhibits familiarity with CRM systems and their significance.
- Cultivates a professional, ethical environment that empowers the client care team to expertly resolve issues, elevate client satisfaction, and drive sales growth.

**What can we offer you?**
- Flexible working. Our Global Support Office work in a Hybrid Model, with 3 days in the office. Core hours are 10am to 4pm, allowing you to work in a pattern that suits you (ie; 8 am-4pm, 9am-5pm, 10am-6pm).
- Up to 25 Days Holiday (plus bank holidays)
- Free Cut & Colour
- Company Pension

We believe that skills, potential, and passion come in all different forms. At TONI&GUY we're all about embracing individuality and breaking down barriers. We encourage you to apply, even if you don't check off every box on the list.

At TONI&GUY, we're proud of our diverse and inclusive workplace. We welcome and value individuals from all walks of life, regardless of their race, colour, religion, gender, sexual orientation, age, disability, or any other characteristic protected by the law.


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