Services and Process Manager

Job Title: Customer Service Manager
Location: Various Exquisite Brows Spa Locations
Salary: $80,000–$90,000 + Superannuation

About Us:
Exquisite Brows Spa is a premier beauty brand with multiple locations across Australia, dedicated to enhancing our clients’ confidence through expert services and exceptional care. With a strong commitment to quality and client satisfaction, our salons offer a wide range of beauty treatments, including threading, waxing, facials, lash brow tinting, eyelash extensions etc. We pride ourselves on using only the highest quality products and delivering personalised service in a luxurious and welcoming environment.

Key Responsibilities:

Developing, reviewing and refining salon policies, service programs, and procedures to ensure exceptional customer experiences, address client concerns effectively and maintain high standards in beauty and wellness services.
Analyse current salon workflows, appointment systems, and client servicing procedures across all branches to identify inefficiencies and areas for operational improvement
Assist with the implementation of approved operational changes by preparing updated procedure manuals, training guides, and staff instructions, while also providing clear direction and constructive feedback to beauticians, reception staff, and other team members. Participate in the recruitment, onboarding, and training of new employees to ensure alignment with the salon’s quality standards and brand image.
Leads, motivates, and supports staff across all branches to promote superior customer service, encourage ongoing professional development, and maintain a positive workplace culture.
Plan and execute aftercare and client follow-up initiatives to assess satisfaction, evaluate treatment outcomes, and gather insights for continuous improvement and enhanced client loyalty.
Prepares monthly reports on customer satisfaction and service performance.
Liaising with product suppliers, internal departments, and clients to understand evolving beauty trends and expectations, address service-related issues, and coordinate enhancements to ensure customer needs are met and exceeded.
Supports the promotion and management of customer loyalty programs.
Conduct routine audits to ensure compliance with updated procedures and service standards.
Qualifications:

Minimum 2–3 years of experience in process improvement, workflow analysis, or operational planning, preferably in a customer-focused or service-oriented industry such as beauty, wellness, or retail.
Qualification in Business Administration or Business required
Excellent leadership, communication, and interpersonal skills.
A customer-first mindset with a proactive approach to problem-solving and team support.
Ability to manage multiple priorities and work in a fast-paced, client-focused environment.
Passion for the beauty and wellness industry and a commitment to delivering exceptional service.
Job Types: Full-time, Permanent

Pay: $80,000.00 – $90,000.00 per year

Education:

Bachelor Degree (Preferred)
Experience:

Customer service: 3 years (Required)
Work Authorisation:

Australia (Required)
Work Location: In person Read more