Director of Client Experience

AUSTIN, TX | ( Full Time )
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Join us in our journey of normalizing tattoo removal around the world! Removery is an innovative, collaborative laser tattoo removal company. We take pride in our mission to make a real difference in people’s lives by supporting them as they embrace change through their tattoo removal journey. Our vision is to remain professional, genuine, and approachable while providing clinically proven, safe, and effective treatments that achieve results! Our teams feel privileged to play a role in empowering our clients to be victors. As such, Removery team members live by the values of Trust, Passion, Purpose, Focus and Effectiveness. Studio teams are highly trained and passionate about what they do. We strive to make it easy for those with unwanted tattoos to remove them - in the most accessible locations, with the best technology, in safe and comfortable environments and with studio teams who will support them throughout their journey. We want to help our clients feel confident and good in their skin again! 

Removery was formed in 2019 through a merge of the four leading tattoo removal brands in North America. The underlying businesses have operated a combination of 20+ years and have performed more than 900,000 treatments, enabling us to offer clients an unrivaled treatment experience. Based in Austin, TX, Removery is the only scaled, pure play provider of laser tattoo removal services in the world. We use best in class technology utilizing the innovative PicoWay® laser equipment to remove tattoos safely and effectively. The foundation is in place to build a network of 400+ locations across the US, Canada, and Australia over the next 5 years. 

Position Title: Director of Client Experience 

Position Overview: 

As the Director of Client Experience, you will be responsible for contributing to and executing the overall client experience strategy of the company. You will design, analyze and optimize all aspects of client interactions, ensuring a seamless and positive experience throughout their journey with the organization. Your primary goal will be to enhance client satisfaction, loyalty, sales and retention by implementing effective strategies, optimizing processes, and cultivating a client-obsessed culture within the company. You will align all aspects of the omnichannel journey from online to offline. You will be the advocate and voice of the customer. 

Key Responsibilities: 

  • Client Experience Strategy: Develop and implement a comprehensive client experience strategy aligned with the company's overall vision and goals. Continuously analyze client feedback, market trends, and competitive intelligence to identify opportunities for improvement. 

  • Client Journey Mapping: Map out the end-to-end client journey, identifying key touchpoints and pain points. Work cross-functionally with various departments to optimize these touchpoints and ensure a cohesive and delightful client experience at every stage. 

  • Client Service Management: Liaise with the client service team to ensure they are equipped with the right tools, training, and resources to handle client inquiries, complaints, and requests effectively and efficiently. 

  • Client Feedback and Insights: Establish mechanisms to collect and analyze client feedback, surveys, and data. Utilize these insights to identify areas for improvement and recommend actionable solutions. 

  • Design and assist with implementation of closed loop feedback systems with customer facing teams in field and contact center 

  • Collaborate with Operations team to create actionable dashboards that meet the needs of leadership and teams in field. 

  • Client Retention and Loyalty: Implement strategies to enhance client loyalty and retention, such as client rewards programs, personalized communications, and upselling/cross-selling initiatives. 

  • Employee Training and Development: Collaborate with HR to develop training programs for employees at all client-facing touchpoints, ensuring they possess the necessary skills to deliver exceptional client experiences. 

  • Data Analysis and Reporting: Utilize data analytics tools to measure the success of client experience initiatives and report key performance indicators (KPIs) to senior management regularly. 

  • Technology and Process Improvement: Identify and implement technology solutions and process improvements that enhance the overall client experience, streamline operations, and boost client satisfaction. 

  • Client Advocacy: Champion the voice of the client within the organization, promoting a client- centric culture that prioritizes their needs and requirements. 

  • Crisis Management: Develop contingency plans and protocols to handle client-related crises effectively, maintaining transparency and a high level of client satisfaction during challenging times. 


  • Bachelor's degree in the Arts, Business Administration, Marketing, Anthropology, Architecture, Industrial Design, Education or a related field (Master's degree preferred). 

  • Proven experience in a senior-level client experience role, preferably within a related industry. 

  • Alignment with Removery’s purpose and values 

  • Experience with both digital and in-person client service frameworks and how to optimize each 

  • Demonstrated experience working with on-the-ground operations teams to unify and streamline in-person experience. 

  • Familiarity with design thinking framework 

  • Proficiency in service design 

  • Experience with designing and developing playbooks 

  • Demonstrated success in developing and implementing client experience strategies. 

  • Strong analytical skills with the ability to translate data into actionable insights. 

  • Excellent communication and interpersonal skills, capable of building strong relationships with internal teams and external stakeholders. 

  • Leadership experience, including managing and motivating cross-functional teams. 

  • Understanding of client experience measurement methodologies and client journey mapping techniques. 

Director of Client Experience
( Full Time )
Apply Now

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