About RennaïDiscover Rennaï, the destination of the future for modern beauty and personal care.About RennaïDiscover Rennaï, the destination of the future for modern beauty and personal care. At Rennaï, we are dedicated to helping people achieve well-being through 360° self-care in a very accessible setting. Inspired by the word Renaissance, we are committed to empowering people to take care of themselves, love and discover themselves. Our range of carefully selected beauty products from around the world comes with personalised care services, including consultations with experts in beauty, nutrition and wellness. We offer a variety of services to nourish the mind, body, and soul, providing everything you need to feel in top shape, both inside and out.Position OverviewThe Service Experience Lead is responsible for elevating the in-store client experience through strong floor leadership, coaching, and daily operational support. As a key partner to the store leadership team, this role drives service excellence, supports operations as Manager on Duty (MOD), and develops team capability to deliver a best-in-class luxury beauty experience.Key ResponsibilitiesClient Experience & Service ExcellenceDeliver a personalized, premium client experience aligned with Rennaï's standards.Provide real-time coaching to teams on service etiquette, beauty and skincare services, hospitality, and selling behaviors.Ensure consistent execution of service standards and the client journey.Support CRM adoption and training, clienteling initiatives, client follow-ups, and loyalty-building efforts.Serve as the go-to expert for all service-related matters and Booxi,



with the ability to train the team and book clients seamlessly and efficiently.Interact with clients and handle situations professionally and promptly.Conduct daily follow-ups on service activities to ensure a consistent and exceptional client experience.Ensure the smooth arrival and reception of clients, including their welcome by the Curators, support from Baristas, and the overall service journey.Follow up on client satisfaction after services and identify opportunities for continuous improvement.Ensure compliance with and optimization of service processes across all brands and treatment categories.Service Management, Performance & QualityMonitor service-related key performance indicators (KPIs), including utilization rate, bookings, client satisfaction, retention, and service productivity.Support the Experience Manager in scheduling and workforce optimization to achieve a minimum of 4 to 5 services per skincare brand within the Rejuvenate and Revitalize realms.Ensure a balanced service offering and appropriate representation of all skincare brands.Regularly review service offerings, service descriptions, protocols, and their accuracy across all Rejuvenate brands.Collaborate with internal teams and brand partners to ensure compliance, quality, and the ongoing accuracy of services offered.Support all service-related reviews, audits,



and follow-ups to maintain operational standards and excellence in the client experience.Identify process improvement opportunities and recommend actions to optimize operational efficiency and client satisfaction.Coaching & Team LeadershipDevelop team members through consistent on-the-floor coachingSupport onboarding and training of recent hiresReinforce selling behaviors, CRM expectations, and service standardsLead by example in service, selling, and client experience excellenceMOD Support & OperationsAct as Manager on Duty and oversee floor execution during shiftsSupport store opening and closing procedures to ensure operational readinessDrive daily priorities including sales, client flow, and service executionEnsure compliance with company policies and operational standardsManage and resolve in-store issues as neededRequired QualificationsMinimum 4 years of retail experience, ideally in beauty or luxuryProven coaching and team leadership experienceStrong client-first mindset and passion for service excellenceAbility to act as MOD and manage store operationsCRM and clientelling experienceStrong communication and problem-solving skills30 / 60 / 90 Day Goals30 DaysMaster Rennaï service standards, CRM tools, and operational expectationsBuild strong floor presence and begin real-time coaching60 DaysIndependently manage MOD responsibilitiesActively improve client experience and CRM adoption90 DaysFully own floor leadership as a trusted MODDrive measurable improvements in service, sales, and team performanceJoin our dynamic team and be part of a luxurious beauty experience that empowers individuals to embrace their uniqueness. Together, let's create an inspiring space where beauty and confidence flourish, making a lasting impact on our clients' lives.

📌 Service Experience Lead (Mount Royal)
🏢 Rennaï
📍 Mount Royal