Client Retention Specialist

Position Overview

Elements Spa is seeking a Client Retention Specialist to build lasting relationships with clients and help increase repeat visits, memberships, rebooking, and overall client engagement.

This position will serve as a key point of contact for clients throughout their spa experience, identifying opportunities to improve satisfaction, encourage future bookings, and reconnect with clients who have become inactive. The specialist will work closely with front-desk, service providers, and management to create a welcoming experience that encourages clients to continue choosing Elements Spa for their wellness and self-care needs.

Key ResponsibilitiesClient Retention

• Build positive, ongoing relationships with new and existing clients.
• Monitor client visit patterns and identify opportunities for rebooking and retention.
• Follow up with clients who have not returned within expected timeframes.
• Develop personalized outreach to encourage repeat visits.
• Identify reasons for missed appointments, cancellations, or declining client engagement.
• Assist with retention initiatives designed to strengthen long-term client relationships.

Rebooking & Membership Support

• Encourage clients to schedule their next appointment before leaving or shortly after their visit.
• Promote appropriate memberships, packages, services, and wellness programs.
• Follow up with prospective and existing members regarding membership options.
• Monitor membership activity, renewals, cancellations, and engagement.
• Assist with win-back efforts for canceled or inactive memberships.
• Communicate promotions and relevant service opportunities to existing clients.

Client Experience

• Serve as a friendly and professional point of contact for client questions and concerns.
• Follow up after appointments when appropriate to ensure client satisfaction.
• Address routine service concerns and coordinate resolutions with management when necessary.
• Help clients understand available services, packages, memberships, and scheduling options.
• Maintain a welcoming, personalized, and service-oriented experience.

Client Outreach

• Conduct phone, email, text, or other approved client outreach.
• Maintain organized follow-up lists and client communication records.
• Contact inactive, overdue, canceled, or at-risk clients as part of retention campaigns.
• Communicate upcoming promotions, special events, membership opportunities, and relevant services.
• Maintain a professional and personalized communication style.

Client Records & Administration

• Maintain accurate client profiles and contact information.
• Document client communications, follow-ups, preferences, and retention activities.
• Monitor rebooking and membership activity.
• Prepare basic client-retention reports and updates for management.
• Protect confidential client and payment information.

Team Coordination

• Work closely with front-desk staff, estheticians, massage therapists, service providers, and management.
• Communicate client feedback and recurring concerns to appropriate team members.
• Coordinate with staff to support rebooking and membership goals.
• Help identify opportunities to improve the overall client journey.
• Participate in client retention campaigns and special initiatives.

Qualifications

Required

• High school diploma or equivalent.
• 1–2 years of experience in customer service, client relations, hospitality, sales, membership services, spa, wellness, beauty, or a related environment.
• Excellent verbal and written communication skills.
• Strong interpersonal and relationship-building abilities.
• Comfortable communicating with clients by phone, email, text, and in person.
• Strong organization and follow-up skills.
• Professional, positive, and service-oriented attitude.
• Comfortable using scheduling, CRM, membership, or customer-management software.

Preferred

• Previous spa, salon, wellness, hospitality, or aesthetic-services experience.
• Experience with membership-based businesses.
• Experience in client retention, rebooking, customer success, or account management.
• Familiarity with spa or wellness scheduling and membership platforms.
• Experience handling client concerns and service recovery.
• Sales or client-conversion experience.

Core Competencies

• Client relationship management
• Customer retention
• Rebooking
• Membership support
• Client communication
• Service recovery
• Follow-up management
• Customer experience
• Organization
• Problem resolution
• Professionalism
• Team collaboration

Pay: $50,556.19 - $60,884.88 per year

Benefits:

• 401(k)
• Health insurance
• Paid time off
• Work from home

Work Location: Remote