Director, Guest Experience & Concierge at Formula Fig

Toronto, Ontario, Canada -

Full Time

Start Date

Immediate

Expiry Date

04 Jun, 26

Salary

0.0

Posted On

06 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Guest Experience, Concierge, Strategy, Execution, Data-Informed, Hospitality Mindset, Coaching, Talent Development, CRM Tools, AI Automation, Analytical Skills, Clienteling, Retention Strategy, Workflow Design, Performance Metrics, Cross-functional Partnership

Industry

Wellness and Fitness Services

Description

WORK WITH US Service-Meets-Retail, Experiential Skincare Company A pioneer of experience-led, science-forward skincare destinations that transform your everyday life. Our immersive locations (Fig Bars) offer an innovative range of 30-minute, best-in-class technology-driven facial treatments and medical aesthetics injections. Tailored by trusted medical professionals, delivering natural-looking results. Alongside a curated assortment of skincare products. Formula Fig is hiring a Director, Guest Experience & Concierge, a new leadership role responsible for transforming our Guest Concierge function into a strategic driver of revenue, retention, and brand loyalty. Reporting to the CEO, this individual will own the strategy and execution of a personalized, data-informed, and high-performing Guest Concierge experience that fuels both DTC and B2B growth. You are a hands-on, strategic leader who knows how to build scalable systems without sacrificing elevated, guest-first experiences. You bring a hospitality mindset to every interaction and coach teams to anticipate guest needs, deliver thoughtful personalization, and create proactive experiences that drive loyalty and growth. You’ll lead with Curiosity, Communication, Collaboration, and Consistency as you design the next generation of personalized guest experiences. This is an excellent opportunity for someone who wants to join a growing company. This position may require occasional travel to the Company's Fig Bar locations in Toronto, Vancouver, and Los Angeles (25%). You’re the ideal candidate for this position if you: Are a guest experience visionary with a proven track record of evolving customer support teams into high-performing growth engines Are a hands-on leader who loves coaching, developing talent, and empowering teams to do their best work Have strong working knowledge of CRM tools and AI automation, and are excited to implement both at scale Possess strong analytical skills with the ability to interpret performance data (e.g., NPS, CLTV, CSAT) and guest feedback to inform strategy, drive continuous improvement, and champion the guest experience across the organization Thrive in fast-paced environments where you can build systems, test ideas, and refine based on results Have a strong understanding of the end-to-end guest experience, including onboarding, support, retention, and clienteling best practices The Director, Guest Experience & Concierge will be responsible for: Leading and coaching the Guest Concierge team, building capabilities in personalized support, clienteling, and sales techniques Owning and improving core performance metrics, including MRR, conversion, rebooking, retention, and support quality Overseeing member onboarding, support, clienteling, and retention strategy, ensuring clear alignment with broader business priorities Designing and implementing a CRM-first strategy, including guest data enrichment, automated workflows, and performance reporting to drive bookings, product sales, and membership retention Defining segmentation and proactive engagement strategies, using AI-enabled experiences to drive rebooking, retention, and product repurchase Analyzing performance data and guest feedback to surface actionable insights and opportunities for service improvement, operational refinement, and incremental revenue growth Ensuring a consistent, elevated guest experience across all support channels (chat, SMS, phone, email, and social) Partnering closely with marketing and retail operations to support promotions, treatment education, and product launches Collaborating with digital, operations, and IT teams to evaluate and enhance support systems, workflows, and automations What to expect in your first year in the role: Your first 90 days: You’ll immerse yourself in the brand, audit the existing Guest Concierge experience, and build an action plan for CRM improvements, sales growth, and retention touchpoints. You’ll align with cross-functional leaders to establish key metrics and rollout priorities. You will also lead a discovery process to evaluate current CRM capabilities and business needs, initiating a strategic assessment of available platforms. Months 3 to 6: You’ll develop and present a recommendation for the optimal CRM solution aligned to Formula Fig’s guest experience, personalization, and growth objectives. Following leadership approval, you’ll oversee the implementation plan, ensuring the platform is configured to support segmentation, automation, and performance tracking. You’ll also launch new workflows and guest engagement strategies while coaching the team on revised KPIs. Months 6 to 12: You’ll have implemented a high-impact CRM system that powers a scalable, data-informed concierge function. Your team will be actively using the platform to drive performance across bookings, product sales, and member engagement. You’ll be working closely with stakeholders to refine reporting, evaluate automation performance, and integrate CRM insights into broader commercial strategy. What we offer: At Formula Fig, our people are at the forefront of our brand - every team member will make a meaningful contribution to our growing company. Our benefits include: Competitive compensation, product, membership and treatment incentives Team perks, treatment benefits, and product discounts Full-time employees receive 12 facials a year, 30 units stingers ($360 value), 12 light therapy boosts, 25% off products and treatments Benefits coverage US - 80% medical, dental, vision insurance covered by Formula Fig; 50% medical, dental, vision coverage for dependents covered by Formula Fig Canada - 100% medical, dental and vision covered by Formula Fig. Fig provides equal employment opportunity (EEO) to all employees and applicants. We believe in providing an inclusive workplace where all individuals have the opportunity to succeed. #giveafig Location Toronto, Ontario (Hybrid) Department Guest Concierge Employment Type Full-Time Minimum Experience Senior Manager/Supervisor

Responsibilities

This leadership role is responsible for transforming the Guest Concierge function into a strategic driver of revenue, retention, and brand loyalty by owning the strategy and execution of a personalized, data-informed experience. Key duties include leading and coaching the team, owning core performance metrics, overseeing retention strategy, and designing and implementing a CRM-first strategy.