Client Experience Coordinator Hair Growth Studio
Who We Are
Great Many’s mission is to make hair growth an answer, not a question. We are a system and a studio for preserving and restoring hair, for women and men.
We are setting out to be the first brand to offer a holistic combination of (1) clinically-backed non-surgical services in a beautiful, modern, and hospitality-focused studio, (2) our own line of everyday scalp/hair care products that help current and future hair thrive and (3) access to proven prescriptions — all under one brand.
Why Great Many? Tackling preserving or restoring hair requires multiple pathways and patience – and today's landscape is single-solution oriented, mixed with snake oil and infomercial promises, and is incredibly fragmented (and frustrating) for the customer. We want to change that.
Our In-Studio Experience. In our first Studio in Noho (opened June 2024), clients can experience a hair consultation and get the right treatments, prescriptions, and products for hair growth.
Where Is Great Many Going? Today, we’re just getting off the ground. In several years, we envision a fleet of studios dotting the US, thousands of telemedicine customers outside of our studio geography, and our expanding line of clean hair/scalp care products on shelves of incredible retail partners. Join us, and be part of the change the hair health and hair growth space needs.
Who You Are
As Client Experience Coordinator at Great Many, you are the first and last impression of our clients. You have a natural hospitality-orientation, a warm and welcoming demeanor, and find joy in helping others find their way, either in-person or digitally.
In this role, you are responsible for the front-of house of our studio/clinic experience. In addition to setting the tone with clients, you are a helpful hand with our clinical team, ensuring the studio and its team are set up for success. You have a curiosity for the hair growth/aesthetics industry and a passion for being a part of helping others look and feel their best.
The ideal candidate is also excited about the prospect of getting in at the ground level of a brand with plans to grow and fulfill its mission of making hair growth an answer, not a question, nationwide.
The Roles & Responsibilities
Front Of House (FOH) Duties
- Hospitality & Client Flow
- Serve at and be stationed at the front-of-house to ‘be the face’ and set the tone for the brand’s experience
- Exhibit best practices across all touchpoints – warm greetings, succinctly explaining who we are and what we do, managing client flow, checking out clients, and navigating any tricky situations
- Perform opening procedures to prepare the clinic for daily operations, ensuring all areas are clean, organized, and fully stocked.
- Execute closing tasks to securely and efficiently close the clinic, including completing end-of-day procedures and ensuring compliance with established protocols.
Client Services (CX)
- Client Scheduling
- Manage the booking platform (Boulevard) to optimize the schedule for the business and handle day-to-day client scheduling needs.
- Client Follow-Ups/Inquiries
- Be the interface between clients and clinicians for follow-up questions, instructions, etc. and help build FAQs and processes for frequently requested information
- Manage inbound email inquiries to the general inbox, including ecommerce inquiries.
- Lead Follow-Up.
- Work with leadership on follow-up processes with interested inbound leads to answer client questions and help convert clients.
- Client Care Management.
- Assist clients in processing medication refill requests, ensuring accuracy and timely completion.
- Manage package renewals, providing clear guidance and support to clients throughout the process.
- Continuous Improvement
- Contribute to the development of our ways of working to make us more efficient, provide a better experience for clients and team members, and drive the business more effectively.
Special Projects & Events
- Special Projects. Work closely with the founders/Clinic Manager on special projects as the business developments that may include launch of new services or assistance with growing e-commerce needs.
- Events. Occasionally help staff and execute local partnerships and events set up by marketing to drive Studio business.
How You Work
- You are hospitality-oriented and understand how people feel matters as much as the ‘what’ of what we do, both with our team and our clients
- You are a clear and confident communicator, able to express what we are, what we do, and how we help people
- Your are organized and a planner and think through how to best create and document ways of doing things that helps us repeat less and be consistent
- You have a positive attitude in the face of change, newness, and problem solving that comes with a new business
- You are a creative problem solver when it comes to figuring out new and improved ways for us to operate and find our stride
- You are a constant learner with a growth mindset, always seeking continuing education, new learnings, and professional development
Experience
- 2+ minimum years of experience functioning as front office/medical receptionist in a medspa, medical office, or spa environment
- Dermatology/hair experience a plus but not a must
- Must be able to work one weekend day; hours may change based on business needs
Part-Time Benefits
- Great Many Products & Services Discounts
The role will be based in our first Studio in Noho, New York City. Email growth@greatmany.com with your resume and let us know why you're interested in working at Great Many.
Great Many is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, sex, parental status, gender identity or expression, transgender status, sexual orientation, national origin, age, disability or genetic information. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.
