Formula Fig

Director

• 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.

Director, Guest Experience – Concierge