Client Experience Manager Jobs in Silver Spring, MD

Job Title: Director of Client Experience & Growth

Position type: Full-time

COMPANY OVERVIEW:Since its beginning in 2004, Elase reshaped the aesthetics industry by creating a workplace that engages, elevates, and empowers its people. Just as our employees create an unforgettable experience for all who walk through our doors, we are committed to providing the benefits, pay, and development that allow you to have a great experience at work every day. We take immense pride in fostering an inclusive environment where all our employees can flourish and cultivate a culture of empowerment and mutual support. 

JOB OVERVIEW: Elase Med Spa is hiring a Director of Client Experience and Growth — a new role and the company’s senior sales and client experience coach across every location. This position combines the operational acumen of a retail manager with advanced sales skills and uses those abilities to train and inspire field teams.  This person develops the consultation and selling skills of everyone who interacts with clients: Providers, Client Coordinators, General Managers, and Area Managers. They own the Elase sales and consultation methodology, teach and audit our operational and client experience standards in the field, and are accountable for the execution that produces same-spa sales growth. They also understand the day-to-day operations of spa and use that knowledge to shape their approach.   In coordination with clinical quality expectations, this job coaches Providers on the non-clinical side of the client visit — discovery, treatment plan presentation, cross-service referral, retail attach, membership conversion, and rebooking. The role gives a huge opportunity to combine successful sales skills and training with expert providers along with ownership and accountability for actual results.  This position reports to the SVP of Operations and travels upwards of 50% of the work schedule.  

EDUCATION & EXPERIENCE 

•  Bachelor’s Degree required, emphasis in Business Administration, Marketing, or Finance preferred.  
•  5+ years of experience in the creation and execution of multi-unit sales strategies required. 
•  Experience in learning techniques that are applicable to a diverse range of trainees. 
•  Extensive experience leading group training, role-play, and live demonstration on the floor in front of a team. 
•  2+ years of experience managing retail, office, or similar client-facing team required. 
•  Advanced experience with Microsoft products, including Excel, PowerPoint, and Sharepoint required.  
•  Proven experience in the tracking, analysis and review of business metrics and sales trends.   
•  1+ years of experience in a traveling operational role preferred.
•  Familiarity with Zenoti or a comparable POS/EMR and practice management platform.  
•  Med spa or aesthetics industry experience strongly preferred; comparable multi-unit service or retail experience will be considered for a candidate with clear sales coaching capability. 
•  Experience in utilizing AI tools for efficacy and time management. 

ESSENTIAL SKILLS AND ABILITIES 

•  Demonstrated success coaching a consultative — not transactional — sales methodology, including teaching the shift from selling to prescribing required. 
•  A track record building a field sales team that measurably moved the numbers on conversion, rebooking, attach, or retention required. 
•  Multi-unit operations experience in a service, retail, or aesthetics business, with comfort working across many sites at once. 
•  Hands-on coaching skills — immediate, behavior-specific feedback delivered with clarity, empathy, and accountability. 
•  Excellent communication and storytelling abilities. 
•  Excellent time management and project management skills.  
•  Ability to interact and communicate with all levels of seniority.  
•  Passion for innovation and continuous improvement. 
•  Understanding of how provider presents options during clinical interactions and how the consultation-to-treatment-plan-to-retail flow works in an aesthetic setting preferred. 
•  Experience building skin care retail attach and skin service add-on revenue preferred.

ROLE RESPONSIBILITIES  

•  Own the sales methodology. Design, document, and continuously refine the structured consultation approach used across the full client journey — pre-visit through follow-up — and train the field to deliver it consistently. 
•  Create the deliverables. Create the tangible presentations, sales training SOPs, and other items that can be distributed to teams and uploaded into the company’s Learning Management System.  
•  Analyze the data. Work closely with our data team to analyze performance metrics and propose solutions for growth.   
•  Coach Providers on the selling conversation. Rapport and discovery, translating clinical assessment into a multi-visit treatment plan, presenting recommendations as care rather than sales, handling price and timing objections, and closing the next visit. 
•  Coach Aestheticians on retail attach and skin services. Professional skin assessment as the front end of a regimen recommendation, service add-ons, series sales, and the prescription mindset that makes retail part of the outcome. 
•  Drive cross-service referral. Build the language, mechanics, and recognition that get injectors referring into skin services and aestheticians referring into injectables. 
•  Develop General Managers and Client Coordinators. Coach GMs to be effective sales coaches for their own locations; coach Client Coordinators on consultation, conversion, membership, and referral conversations. 
•  Teach and audit operational standards. Own field-level training and auditing of Elase SOPs and The Elase Unforgettable Standard — the disciplines that make consistent selling possible — and surface findings to Area Managers and the SVP. 
•  Coach to the KPIs that move same-spa sales. Rebooking, conversion, average ticket, retail attach, membership sales, retention, cross-sell, and referral rate — translating gaps into specific coaching priorities by location and role. 
•  Build lasting capability. Define what “good” looks like by role and tenure, maintain the field sales toolkit (scripts, objection libraries, consultation frameworks), and measure capability progression over time rather than month-to-month snapshots. 
•  Partner cross-functionally. Work closely with Area Managers, Clinical and Training, Marketing, HR, and Data — and support new location openings and acquisition integrations. 

ADDITIONAL DETAILS: 

•  Competitive compensation package: Base salary of $100,000-$120,000 depending on expertise, educational background and experience and six figure bonus potential based on regional and national revenue and KPI growth. 
•  Salary, exempt position. 
•  Must be able to travel 50-75% of the time with consecutive days of travel, typically 2-3 days per week across the country.   
•  401k with a company match. 
•  Paid Time Off and 12 Paid Holidays. 
•  Affordable Health, Dental and Vision insurance with company contributions towards premiums. 
•  Company paid Disability and Life Insurance. 
•  Exceptional employee discounted treatments and products, and family/friend discounts. 
•  You must reside in a state we currently have operations; Utah, Arizona, Idaho, Colorado, Texas, Illinois, Florida, Virginia, North Carolina, South Carolina or Georgia. 

We share the full salary range in the interest of transparency; however, typical starting offers are not at the maximum. Final pay depends on experience and job-related qualifications.

This job description is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job.  While this is intended to be an accurate reflection of the current job, we reserve the right to revise the job or to require that other or different tasks be performed.  Elase MedSpa is an equal opportunity employer of all qualified individuals, including minorities, BIPOC, LGBTQ+, veterans & individuals with disabilities.