Job description
Your role & responsibilities
A Hair Specialist´s role and responsibilities are to ensure our clients gets the best and optimal hair treatment. Your work and improve your skills as Hair Specialist according to our Client. You pay attention to details and follow the specific processes given by the founder for the best solutions to our clients. Your empathy and understanding of our clients are vital to success as a hair specialist. You explain, motivate, and support our clients in using our Client’s products making sure they use it in the right way.
You are a professional by attitude towards any client, and act as a role model, helping your colleagues to understand and work in correspondence with the guidelines of our Client. Utilizing our code of conduct in any client, colleague, or manager relation. You deliver high quality in all aspects of your work. This implies that you always keep deadlines and see yourself as an ambassador who constantly strives to deliver the best service to our clients and increase the knowledge of our brand.
Main goals (KPI’s) - Example/inspiration both for new employees and present employees:
What do we want our Hair Specialist to achieve within 3-6-9-12 months?
Important: to be discussed and defined with your superior.
Goals and timeline for completing the goals, are set up in agreement between manager and employee as part of the strategy process and depending on campaigns and tools given from HQ as support to achieve the goals. It is recommended, that goals are reviewed and revised, every 6-12 months.
Success criteria
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Start up as many clients as possible
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Clients uses our products only (dedicated clients)
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Positive feedback from our clients
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0 leaving clients (retain clients)
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Positive team spirit
Overall responsibility
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Identify your clients need and make a visit to our Client a good experience
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Make sure to provide each client with individual treatment
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Provide accurate information about our products
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Show empathy to any client visiting the clinic
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Focus on sale and additional sale
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Always be updated on your JD, the employee handbook, and clinic´s working processes
Primary task
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Be thorough and professional in handling of client data - do not share client data outside the clinic
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Always maintain the highest level of confidentiality in the processes and standards established by the company
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Never share any knowledge of clients outside the clinic
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Pay extra attention to VIPs and follow the ethics (nod or bow when having royal clients)
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Follow the same routines according to the Academy when conducting consultations ensuring that you remember to ask all questions needed to evaluate each client case and also ensuring that you remember to do all tasks required for each consult
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Check the clients hair and scalp to analyze and evaluate which of our Client’s products are suitable for each
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specific client
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Analyze the information, decide and make a plan for the treatment process
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Take baseline (Initial) photos and follow-up photos to be able to compare client progress
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Upload them to the clients file in SalesForce after each consultation
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Demonstrate the methods for the client in how to use the treatment and agree on how often
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Match expectations – what to expect – be honest
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Notify the formula for the extract or similar treatment – be precise
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Make every client feel special and understand their challenges (positive feedback)
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Update calendars and schedule client appointments and meetings
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Recommended products to every client and if possible additional sale
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Update clients account in SalesForce during/after consult
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Keeps all the equipment in order and complies with the internal hygiene regulations preventing the quality of the product or tools from being affected
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Contribute to create a pleasant environment and to increase teamwork
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Communicate ideas, knowledge, and feelings effectively to achieve better results and avoid misunderstandings, always done with respect and empathy
Secondary tasks
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Make sure to be updated 100% to the procedures required by the company
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Always follow the `tone-of-voice` established by the company:
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Always call the client by name
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Be humble and polite
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Do not make any personal comments in front of the client
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Document all complains if any to your Clinic Director and plan for a solution
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Uniform / Dress code (can be country specific):
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Use the uniform provided correctly
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Always wear your nametag
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Participate in 1-1 conversations with your Clinic Director
Skills and competences
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Proven work experience: min. 2-3 years as stylists, barber, cosmetologist in the beauty or health industry
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Education min. High school degree (gymnasium); additional certification is a plus
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Extremely motivated to give the best service to each individual client
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Extremely detail focused
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Sales-driven
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IT experience necessary
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Proficiency in Microsoft Office, and SalesForce if possible
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Solid written and verbal communication skills
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Excellent organizational skills
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Able to make relations with clients easily but professional
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Critical thinking and corrections of mistakes
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Ability to handle the work pressure in a balanced way
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Used to work under pressure
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Language: native & English oral and written
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Role model and great understanding for the brand
Personal attitude & behavior
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Positive customer service attitude and passion to serve customers
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Welcoming and smiling towards clients & team
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Empathic and must understand clients need and challenges
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Multitasking and time-management skills, with the ability to prioritize tasks
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Professional attitude and appearance
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Be open to give and receive constructive feedback in the team to improve communication
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Ability to be resourceful and proactive when issues arise
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Profound and honest
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Self-motivated
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Good colleague and willingness to help others
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Proactive & structured
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Adaptive to changes
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Sense of situation a must
