Discover 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 environment. Inspired by the word Renaissance, we are committed to empowering people to take care of themselves, love themselves, and discover themselves.

Our carefully curated range of beauty products from around the world is complemented by personalized care services, including consultations with experts in beauty, nutrition, and wellness. We offer a variety of services to nurture the mind, body, and soul, providing everything you need to feel your best—inside and out.

Position Overview

We are looking for a dynamic and creative Experience Manager to join our team at a prestigious beauty and luxury retail company.

The successful candidate will have exceptional communication, client service, and interpersonal skills. They will be responsible for creating memorable self-care moments for our clients by organizing in-store experiences.

As the leader of the Revitalize (haircare) and Rejuvenate (skincare) realms

the Experience Manager will play a key role in shaping, elevating, and driving excellence across services within these strategic areas.

Reporting to the Senior Manager, Sales and Services, the Experience Manager will lead a team of dedicated in-store employees.

This position includes a comprehensive benefits package.

Responsibilities

Client Experience

- Develop and implement strategies to elevate client service by creating a personalized, professional, and memorable in-store, client-focused culture, with a strong emphasis on conversion, sales-growth and client journeys within haircare and skincare.




- Develop and drive clienteling strategies to build long-term relationships, increase client retention, and maximize lifetime value.
- Respond promptly to client feedback and concerns, ensuring solutions exceed expectations and foster client loyalty.

Service Planning and Execution

- Design, plan, and implement innovative and engaging in-store services to enhance the client experience and drive sales, with particular focus on haircare and skincare services (expert consultations, rituals, diagnostics, etc.).
- Manage the service booking platform, budgets, timelines, logistics, and vendor relationships to ensure flawless execution and optimal profitability.
- Demonstrate a client-centric approach by ensuring exceptional service at every touchpoint.
- Identify opportunities to improve client journeys and implement practical solutions that enhance the overall client experience.

Brand Partnerships and Collaborations

- Build strong relationships with current and potential brand partners to enhance collaboration opportunities for memorable service, maximize commercial impact and associated sales.
- Collaborate with brand partners on exclusive services, experiential events, co-marketing initiatives, and training on product knowledge, client service excellence, personal care services, and techniques aligned with brand ethics.





Training and Staff Development

- Deliver regular training sessions to the sales/service team on product knowledge, service standards, and protocols, as well as selling techniques, upselling, and clienteling skills, acting as a subject matter expert and key reference in haircare and skincare.
- Provide ongoing coaching, mentorship, and feedback to motivate and improve team sales and service skills, ensuring consistent delivery of exceptional experiences.
- Support team members’ career development, fostering a culture of trust, continuous learning, and professional growth.
- Lead by example, inspiring, motivating, and developing team members with varying levels of experience and expertise.
- Adapt training and coaching approaches to meet the needs of team members with diverse skill sets and development levels.

Team Leadership & Performance Management

- Manage team scheduling to ensure optimal coverage aligned with traffic patterns and business priorities.
- Set transparent individual and team goals aligned with sales targets and key performance indicators (KPIs).
- Closely monitor performance, providing regular feedback, coaching, and actionable development plans.
- Address performance and behavioral issues, including applying disciplinary measures when required, in accordance with company policies.
- Foster a high-performing, accountable team culture focused on results and client excellence.
- Foster an entrepreneurial, solutions-oriented culture focused on results, accountability, and continuous improvement.
- Maintain high performance in a fast-paced environment while effectively managing shifting pri

📌 Experience Manager (Mount Royal)
🏢 Rennaï
📍 Mount Royal