Formula Fig

Director, Guest Experience – Concierge

Formula Fig

full-time

Posted on:

Location Type: Hybrid

Location: Toronto • Canada

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Job Level

Lead

About the role

  • 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.

Requirements

  • 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.
Benefits
  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
CRM toolsAI automationperformance metricsdata analysisguest data enrichmentautomated workflowsperformance reportingsegmentation strategiesproactive engagement strategiescustomer support best practices
Soft Skills
leadershipcoachingteam developmentanalytical skillscommunicationcollaborationproblem-solvingadaptabilityvisionary thinkingempowerment