Client Experience Manager – Mayfair Institute

We are seeking an experienced and dynamic Client Experience Manager to lead our flagship London Institute. The ideal candidate will be a driven retail leader with a proven record of business growth, team development, and exceptional customer experience. You will combine operational excellence with a strong entrepreneurial mindset, ensuring the Institute runs seamlessly day-to-day while achieving commercial targets and delivering a world-class luxury experience to every client.

Key Responsibilities

• Oversee all aspects of daily Institute operations, including sales performance, client service, and team management.
• Ensure the highest standards of operational efficiency, presentation, and customer care.
• Conduct and supervise opening/closing procedures, housekeeping, and maintenance duties.
• Maintain impeccable visual merchandising in line with brand standards.
• Lead the team in achieving sales targets and KPIs, driving performance through motivation, coaching, and accountability.
• Perform facial and body treatments when required, ensuring exceptional service quality.
• Develop and execute initiatives to increase client acquisition and retention, including CRM database growth and clientelling strategies.
• Act as the first point of contact for all customer inquiries and ensure a consistent, luxury client journey.
• Partner with the Sales & Marketing teams to plan and deliver monthly in-store events.
• Take ownership of the local marketing calendar, coordinating press events, spa activations, and client experiences.
• Build relationships with local businesses, hotels, and community partners to drive awareness and footfall.
• Lead, train, and inspire the Institute team, providing ongoing coaching and performance feedback.
• Foster a culture of professionalism, accountability, and collaboration.
• Manage scheduling, performance, and team development to ensure consistent service excellence.
• Oversee stock management, deliveries, and replenishment, maintaining shrinkage levels below target.
• Support head office with reporting, forecasting, and analysis as required.
• Health & Safety management of the Institute site and operations.

Values

• Customer Obsession: We start with the customer and work backwards, building trusted, long‑term relationships and delivering an exceptional experience every time.
• Ownership: We take responsibility for our results, embracing a mindset of testing, learning, and continuous improvement.
• Curiosity & Learning: We value curiosity, creativity, and education—striving to grow both personally and professionally.
• Attention to Detail: Luxury lies in the details. We maintain uncompromising standards of quality, craftsmanship, and care.
• Team Spirit: We thrive as one team—bold, open‑minded, and human. We value respect, collaboration, and the joy of working together.

Experience & Qualifications

• Proven experience as a Store or Institute Manager, ideally within the luxury beauty or wellness industry.
• Qualified Beauty Therapist (NVQ Level 3 or equivalent).
• Strong commercial acumen and operational management skills.
• Demonstrated ability to drive sales, build clientele, and achieve KPIs.
• Excellent leadership, communication, and interpersonal skills.
• Hands‑on, proactive, and highly organised with strong problem‑solving abilities.
• Exceptional attention to detail and commitment to delivering premium client experiences.
• Flexible schedule with availability for weekends, holidays, and varied shifts.
• Ability to work effectively in a fast‑paced, team‑oriented environment.

Working at Omorovicza

• Location: 5 days per week at the Mayfair Institute (shift pattern over 7 days, including weekends).
• 25 days’ annual leave plus bank holidays, increasing with tenure.
• Pension contributions.
• Birthday day off.