SUMMARY:
1x experienced Client Liaison URGENTLY needed for an Aesthetic Practice in Waterkloof – Pretoria
POSITION INFO:
Position Overview
The Client Liaison is the dedicated relationship custodian for all clients across the Hair Transplant Clinic and Aesthetics Practice. This role is responsible for ensuring every client feels valued, supported, and continuously connected to the practice throughout their treatment journey.
The successful candidate will drive client retention, post-procedure care compliance, and revenue growth through exceptional relationship-building, proactive communication, and consultative sales. This is not a traditional reception role. It is a high-impact position operating at the intersection of client experience, clinical communication, and business growth.
Key ResponsibilitiesClient Journey Management- Serve as the primary point of contact for clients from initial enquiry through the full duration of their treatment journey.
- Conduct warm and professional pre-appointment calls, WhatsApp messages, and follow-ups to confirm bookings, answer questions, and set expectations.
- Welcome clients upon arrival and coordinate a seamless handover to the clinical team.
- Maintain detailed and accurate client records, including treatment history, preferences, follow-up schedules, and product interests.
- Ensure every client interaction reflects the premium standards of the brand.
Post-Procedure Follow-Up- Conduct structured follow-up calls and messages at key milestones following hair transplant and aesthetic procedures (e.g., 48 hours, 1 week, 1 month, 3 months, and 6 months).
- Monitor client recovery and satisfaction, addressing concerns and escalating clinical queries promptly to the appropriate medical team member.
- Document all post-procedure feedback and identify trends or recurring concerns for management review.
- Perform personalised milestone check-ins, including hair growth progress updates, treatment reviews, and ongoing care recommendations.
- Encourage adherence to treatment plans and post-procedure care protocols.
Revenue Growth & Consultative Sales- Identify opportunities to introduce clients to complementary treatments, products, and services offered across both practices.
- Recommend maintenance programmes, treatment upgrades, and seasonal offerings aligned with each client's goals and treatment history.
- Present and sell retail products, including post-transplant care kits, topical treatments, and skincare products, in a professional and consultative manner.
- Convert enquiries and consultations into confirmed bookings while maintaining exceptional client care standards.
- Re-engage inactive or lapsed clients through personalised outreach campaigns and relationship-building initiatives.
Client Retention & Relationship Nurturing- Build long-term relationships that position the practice as the client's trusted partner in aesthetic and wellness care.
- Coordinate loyalty initiatives, referral programmes, client appreciation campaigns, and special occasion touchpoints.
- Gather testimonials, online reviews, and before-and-after image consent in accordance with practice protocols.
- Manage client satisfaction surveys and communicate feedback and insights to the Practice Manager.
- Proactively identify opportunities to enhance the overall client experience and retention strategy
Skills & ExperienceEssential Requirements- Proven experience in a client-facing, sales, customer relationship management, or account management role.
- Exceptional verbal and written communication skills.
- Strong consultative sales ability with a warm, persuasive, ethical, and client-focused approach.
- Excellent organisational skills and meticulous attention to detail.
- Proficiency in CRM systems and digital communication platforms.
- High level of emotional intelligence with the ability to build rapport and trust quickly.
- Ability to work independently while effectively managing a large client portfolio.
- Strong administrative and follow-up capabilities.
- Professional presentation and client-service orientation.
Advantageous Experience- Previous experience within medical aesthetics, cosmetic medicine, beauty, healthcare, or wellness environments.
- Experience selling high-value products or services.
- Understanding of hair transplant procedures and aesthetic treatment journeys.
- Social media proficiency and the ability to support client-facing digital engagement.
- Multilingual communication skills.
Key AttributesThe ideal candidate will be:
- Warm, engaging, and relationship-driven.
- Naturally empathetic and emotionally intelligent.
- Commercially minded with a passion for sales and client retention.
- Highly organised and proactive.
- Professional, polished, and confident.
- Results-oriented while maintaining exceptional client care standards.
- Passionate about helping clients achieve their aesthetic and wellness goals.
