• Manage the onboarding process for newly hired Client Success team members in partnership with Client Experience Manager.• Work cross functionally with other Client Success (CS) departments to determine training needs.• Collect and analyze relevant data to support departmental learning opportunities for both onboarding, training, and the client experience.• Develop and implement Client Experience training for offshore workforce.• Maintain high levels of service by performing all of the job duties of a Client Experience Agent including: emails, phone, and chat communications.

• Partner with manager to coordinate with business partners to streamline Client Experience processes.• Provide coaching and feedback to peers through face-to-face and digital media• Provide personalized and compassionate support that aligns with company brand and voice and directly impacts client retention• Navigate seamlessly between multiple client interactions and internal systems while working toward clearly defined customer service goals• Utilize internal systems to help diagnose client disappointment and course correct for a better experience with styling, billing, and timeliness of product

• Lead talent acquisition, associate development, and retention• Partner with District Manager to deliver employee reviews, changes to company policies, and deliver disciplinary action• Motivate teams of up to 30 to meet goals and maintain storewide excitement• Manage and achieve financial metrics and goals• Maintain accurate records of day-to-day business• Lead all activities related to a great store experience