Member Experience Manager- BeautyNow (by Groupon)

Chicago, IL, US

Job Description / Skills Required

Requisition ID: R11681
BeautyNow (by Groupon) – makes it insanely simple for on-the-go women to find and book top tier beauty appointments through a convenient, fast, and cashless mobile experience. BeautyNow partners with the best salons and spas to bring them hundreds of new clients each month. We are growing locally and expanding into new markets and are recruiting top-tier, results-oriented leaders to be the best beauty-booking app in the country.

BeautyNow is seeking a Member Experience Manager (MEM) to supplement our technology platform to ensure a delightful experience for every customer, every time. Candidates should be inspired by the power of technology to change industries, but should have impeccable social & communication skills that will close the loop when pure technology falls short. Equal parts

MEM will interact directly with both salons and customers when our technology compliance slips. MEM will provide a back-up to BeautyNow’s proprietary scheduling technology by confirming all appointments and trouble-shooting whenever there are questions or concerns.
MEM will require impeccable communication skills and attention to detail to oversee smooth facilitation of appointment booking between BeautyNow customers and BeautyNow salon and spas.
MEM will also assist the ​executive team with administrative tasks including schedule management, data entry, and general office administration. This will include maintaining merchant accounts through photo and copy audits
Responsibilities:

Daily appointment confirmations (via Phone, Email, and SMS)
Rectify account discrepancies, communicate changes, and update appropriate records and systems
Ensure merchant compliance with BeautyNow performance metrics
Acting with urgency to meet BeautyNow business metrics, including confirmation rate and response time
Maintain accurate appointment and payment details via internal systems.
Collect and respond to customer feedback in real-time
Note: This is a full-time position – must be able available to work weekend shifts.

Qualifications:

Impeccable written and verbal communication skills
Exceptional customer service experience
Positive attitude and demeanor
Keen attention to detail
Strong organizational skills
Basic technical proficiency (email, data entry etc.)
Work experience in salon/spa industry preferred
Passion for the beauty industry a major plus!

Groupon provides a global marketplace where people can buy just about anything, anywhere, anytime. We’re enabling real-time commerce across an expanding range of categories including local businesses, travel destinations, consumer products, and live or lively events. At the same time, we are providing advertising options and tools that merchants can use to grow and manage their businesses. Culturally, we believe that great people make great companies and that starting with the customer and working backward moves us forward. Community matters to us on an internal, local and global scale—it’s fundamental to our company’s growth and to the well-being of the world at large. We also value self-awareness, candor, lunch and WiFi. If we match with you, please apply to join us.