BRAND & CUSTOMER EXPERIENCE MANAGER

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!