Guest Concierge Associate l British Columbia

Company description

Service-Meets-Retail,

Experiential Skincare Company

A pioneer of experience-led, science-forward skincare destinations that transform your everyday. Our immersive locations (Fig Bars) offer an innovative range of 30-minute, best-in-class technology-driven facial treatments and medical aesthetics injections. Tailored by trusted medical professionals, delivering natural-looking results. Alongside a curated assortment of skincare products.

Role description

The role of Guest Concierge Associate is part of the core Fig team. Reporting directly to the Guest Concierge Manager, you will work daily alongside Fig’s Guest Experience Associates, Skin Educators and Team Leads. You will hold a knowledge of ‘all things Fig’, acting as a bridge between every business department to support Guests in all stages of their journey, in-Fig Bar and online. 

The Guest Concierge Associate is a highly collaborative role and partners closely with a variety of cross functional teams.

With guests and team at the centre of everything you do, you will demonstrate high expectations of all team members and express belief in their potential to succeed and grow at Fig and in life.   

The Guest Concierge Associate will report directly to the VP Ops (interim), and work cross-functionally with all departments.

Role responsibilities

Sales

• Drive revenue by converting guest interactions into bookings and product purchases.
• Convert inbound enquiries into facial treatment bookings and product sales across all communication channels.
• Recommend products and treatments based on guest goals, preferences, and current promotions.
• Stay informed of sales targets, special offers, and new launches to drive conversion and commercial results.
• Demonstrate commercial awareness by identifying upsell opportunities and contributing to overall business performance.

Clienteling

• Build long-term relationships and ensure a personalized, high-touch experience for every guest.
• Maintain and update guest profiles with accuracy to support tailored recommendations and communications.
• Provide thoughtful, personalized support that reflects a deep understanding of individual guest needs and preferences.
• Follow up with guests to ensure satisfaction, address concerns, and encourage rebooking and loyalty.
• Champion a high standard of digital guest interaction that reflects the warmth and expertise of our in-store experience.

Service

• Deliver a seamless and elevated experience across all digital channels.
• Act as the first point of contact for all online guest communications via email, chat, SMS, phone, and social media.
• Own guest issues from first contact to resolution, demonstrating accountability and professionalism.
• Troubleshoot and resolve concerns in a timely, brand-aligned, and empathetic manner.
• Coordinate with Fig Bar and support teams to solve on-the-ground issues and relay accurate, timely updates to guests.
• Create a culture of proactive, “on-the-day” problem solving to address urgent business or guest-facing challenges.
• Support a motivated and collaborative team environment by modeling service excellence at every interaction.

Knowledge

• Demonstrate subject matter expertise to support guests and contribute to team growth.
• Maintain up-to-date knowledge of Fig treatments, skincare products, ingredients, and usage.
• Participate in ongoing training to deepen understanding of skincare science, guest experience best practices, and digital tools.
• Stay current with industry trends to better support guests and inform recommendations.
• Accurately communicate product and treatment benefits, contraindications, and usage guidance to guests.
• Use internal resources and documentation to continuously improve response quality and reduce resolution time.

Key results

Sales & Conversion

Track how guest interactions convert into bookings or purchases

• Conversion Rate (Inquiry to Booking or Sale)
  • % of guest enquiries converted to facial bookings or product purchases
  • Goal: 30–50%, depending on campaign/promo activity
• Upsell Rate
  • % of conversations resulting in upgraded treatments, add-ons, or product bundling
  • Goal: Defined by team average and adjusted seasonally
• Revenue per Associate
  • Track total $ value of transactions influenced via chat/SMS/email per associate
  • Goal: Tied to bonus or incentive thresholds

Service & Responsiveness

Measure speed, availability, and support quality across channels.

• First Response Time (FRT)
  • Average time to send the first reply after a guest message is received
  • Chat + Phone Goal: < 1 minute during business hours
  • Email Goal: < 4 hours during business hours
• Resolution Time
  • Average time to fully resolve a ticket
  • Goal: < 1 hour for simple inquiries; < 24 hours for escalations
• Tickets Resolved per Day
  • Volume of guest issues and requests handled daily
  • Goal: Benchmarked to ticket type and team load
• CSAT (Customer Satisfaction Score)
  • Post-interaction guest rating (1–5 stars or thumbs up/down)
  • Goal: 90%+ positive satisfaction score

Accuracy & Data Quality

Ensure guest records and communications are precise and brand-aligned

• Guest Profile Accuracy Score
  • % of interactions where guest profiles are correctly created and updated in your system (e.g., CRM or POS)
  • Goal: 100% compliance
• Internal QA Reviews
  • Spot-checks by managers for tone, brand alignment, and product/treatment accuracy
  • Goal: 95%+ adherence to standards

Productivity & Workflow Management

Track how efficiently work is managed across channels

• Ticket Volume Handled per Channel
  • Breakdown by email, chat, SMS, social (to identify channel strengths/gaps)
  • Goal: Based on team averages and channel SLAs
• SLA Compliance (Service Level Agreement)
  • % of tickets responded to within target timeframes
  • Goal: 95%+ within SLA
• Internal Notes / Handoff Effectiveness
  • Qualitative review of internal coordination (e.g., clear notes, proper tagging, team collaboration)
  • Goal: Consistent and useful internal comms to support Fig Bar execution

Internal Candidate Requirements

• Average Individual Monthly Product Sales of $2,000 in the last 6 months
• Average Individual Monthly Membership Sales of X in the last 6 months
• Minimum Rating of 3 across all areas (4 Cs + job responsibilities) in last performance review
• Excellent verbal and written communication skills with the ability to be concise, on-brand, clear, and focused on driving sales and building relationships
• Ability to adapt to shifting priorities in a dynamic environment
• Demonstrates initiative and resourcefulness in solving problems independently
• Strong critical thinking and decision-making skills
• Must be available Monday - Sunday, 8 am ET - 8 pm PT

Total rewards

• Base wage range: $18 - $23

Total reward decisions are performance-based and reviewed throughout the calendar year. Additional duties and responsibilities may be added or modified throughout your employment. 

At Formula Fig, we believe that our people are at the forefront of our brand - every team member will make a meaningful contribution to our growing community.

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