BRAND & CUSTOMER EXPERIENCE MANAGER

Roles & Responsibilities

We are looking for a highly strategic and dynamic Brand & Customer Experience Manager 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.

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 junior service staff to uphold premium service standards.

Key Responsibilities

• Customer Experience Strategy: Design, implement, and continuously audit the salon’s end-to-end premium service journey.
• Service Standards: Establish corporate service benchmarks and luxury Standard Operating Procedures (SOPs) for the team.
• VIP Portfolio Management: Act as the primary executive account manager for high-net-worth and VIP clients.
• Client Retention: Oversee personalized retention frameworks to maximize long-term client lifetime value (LTV).
• Escalation Resolution: Manage complex customer service escalations and analyze feedback data for service recovery.
• Strategic Marketing: Plan and execute exclusive brand collaborations, premium loyalty programs, and high-end VIP networking events.
• Brand Identity: Oversee the salon's brand identity, positioning, and digital footprint across all marketing channels.
• Workforce Training: Develop and run internal service excellence training modules for junior front-of-house and technical staff.
• Performance Analysis: Monitor client retention rates, campaign performance, and service standard indices via CRM data analytics.

Job Requirements

• Minimum of 4 years of experience in the Russian nail business (preferably as technician) and/or premium hospitality.
• Deep operational understanding of specialized equipment including precision e-files, diamond burs, medical-grade sanitization systems, chemical eyebrow lamination compounds, organic skin/hair pigments, and professional-grade cosmetic formulations.
• Strong understanding of nail anatomy, hygiene, and safety protocols.
• Able to perform Russian Manicure, Pedicure, Nail Art, Gel, extensions and other nails services.
• Exceptional communication, cross-functional leadership, and relationship-building capabilities, with a polished presence suitable for high-net-worth corporate interactions.
• Strong analytical mindset with the ability to translate consumer behavior data into highly profitable operational strategies.
• Fluency in Russian language is a plus.

If you’re ready to bring your expertise to a salon that values artistry and excellence, we’d love to hear from you! Share your resume, portfolio (if applicable), and a brief note explaining why you’re a perfect fit for NS nail Studio. Join us in redefining luxury nail care!

Tell employers what skills you have

High Net Worth Individuals
Retention Management
Design
procedures for health and safety
ensure service performance
Salons
VIP Services
Operational Marketing
Excellence in Service
Customer Escalation Management
Managing Account Executives
Client Retention
operational knowledge
Digital Marketing and Communication
Russian
Manicures