Your Mission
You are the beating heart of the guest experience. Your job is to make sure no woman gets lost or feels left behind, and that our guests, our team and our studio all have a brilliant experience.
By the time a guest reaches you she has spoken to our front-end team, had her onboarding call and joined a community call. From there you are her point of contact. You support her by phone before her shoot, look after her in person on the day, and take her through our artwork in the studio before her reveal.
To do that well, you become the person who understands all of it: our art, how a guest should prepare, how to steady her nerves, and how to see a problem before it arrives. Our photographers, makeup artists and art curators walk in knowing who they are meeting and what she needs, because you have already read her notes and passed them on.
You are the dream weaver behind each woman's day.
What The Role Entails
Call guests before their shoot to answer questions, settle nerves and confirm the practical details. We pick up the phone far more often than we send emails
Review the week ahead and spot guests at risk of cancelling, for example someone who has not opened an email in two weeks
Fill last-minute gaps when a guest reschedules, so the studio stays full
Read each guest's notes in advance and find ways to personalise her day, such as marking a birthday
Welcome guests in person and look after them through the day: drinks, belongings, timings and comfort
After the shoot, show guests our artwork in person and prepare them for their reveal
Keep our CRM accurate and make sure guest notes are handed over properly between departments
Work with the production team on artwork orders and on guest satisfaction at every stage
Keep reception and the guest areas immaculate
How We’ll Know You’re Winning
Your work is measured. Show rate, seated capacity and guest experience scores are yours to move, and when they rise, revenue rises with them.
More sessions filled, a higher show rate and fewer late cancellations
Guest experience scores go up, and guests mention you by name in their feedback
Problems are caught early. The team is rarely surprised, and the guests are the ones who get the surprises
Guests arrive at their reveal prepared and familiar with the artwork
The CRM is clean, and notes are complete when another department picks them up
You consistently ask for feedback rather than waiting to be given it
You work well with every member of the team
This Role Is For You If…
You are driven by the mission. You care about what this work does for women
You are charismatic and personable, and you get your energy from being around people
You are extraordinarily confident on camera, on the phone and in person. This role uses all three every day
You write well. Your emails and messages represent the brand
Clear metrics and KPIs motivate you, and you have worked to them before
You are calm and steady, and not easily flustered
You are accountable. You own an outcome and see it through without being chased
You are solution-orientated and detail-orientated, and you notice what others miss
You see opportunities to make a guest's day better, and you take them
You read people quickly and know when a guest wants company and when she wants quiet
You present extraordinarily well and you enjoy being the face of something
You have been one of the strongest performers wherever you have worked, and you want your results to be visible
What This Role Is Not
This is not a lead generation role and it is not a sales job. You work with guests who have already booked, not with leads, and you will not carry a sales target the way our sales team does. What you carry instead is the energy and the values of Body & Soul, in person, all day.
Requirements
A customer experience background at the premium end: luxury retail, a five-star hotel, a private members’ club, premium airline cabin crew, luxury beauty or somewhere comparable. General hospitality or retail experience on its own is unlikely to be enough
Experience in a role with clear targets and KPIs
Very comfortable on the phone and on video calls. Much of this role is calls
Excellent written English
Comfortable discussing prices and collections
Competent with a CRM and on a computer
You will work weekends consistently, and evenings as those sessions open. These are not occasional shifts, they are the standard working pattern for this role
Sales experience is a significant plus. So is a background in art.
Growth & Perks
Therapy, fully covered. Up to 30 sessions a year from day one. Independent, confidential and entirely yours
Healthcare cash-back. Everyday costs like dental, optical and physiotherapy come back to you, up to £2,500
Weekly 1:1 and coaching
Gathered often. Team huddles, dinners, outings and community events through the year
A team and community behind you. People who genuinely want you to be your best
We do not employ part-time or freelance creatives.
How To Apply
Click Apply on this page and complete the short application form. It takes about five minutes.
Above everything, unimpeachable character.
Sincere Candour.
Radical Accountability.
Uncompromising Excellence.
Craft sits on top of that. We can teach craft. We cannot teach character, which is why your life experience counts here as much as your portfolio.