CLIENT EXPERIENCE MANAGER (CEM)
Front of House / Floor Control
Cuts By Carella — Cairns
Starting salary: $70,000 + super
Plus a bonus for every treatment executed
* This role is designed for non-stylists.
* If you've run front-of-house in a clinic, dental practice, or high-pace reception environment, you'll feel at home here.
* You will quickly learn the lingo of hairdressing and the culture of CXC.
* This is not a helper role.
* This is floor control — calm authority, time ownership, and client experience protection.
If you can run a fast, professional environment without ego, without chaos, and without excuses — you'll fit here.
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The Role (what you are trusted to own)
You are the floor controller.
You keep the day clean, on time, and calm.
You own:
* The stack (booking order, flow, and timing decisions)
* Time checks and holding the line when the floor is under pressure
* Phones and bookings, protecting stylists while they are in service
* Rebooking control — you don't hope it happens, you run it
* Standards on the floor, including price integrity
* The client experience from arrival to checkout
* Supporting the Signature Basin Service (our basin experience) flow where required.
Decision rights are clear:
If it affects flow, timing, stack order, late arrivals, service tempo, or standards — that call is yours.
When you hold the standard, leadership holds with you.
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What "good" looks like here (your scoreboard)
* The floor runs on time because you control the stack
* Stylists stay in service because you block interruptions
* Clients feel calm because you are calm and decisive
* Rebooking is protected because you drive it consistently
* Treatments are executed properly — and you are rewarded for it
This role runs to proof.
What's happening on the floor is visible and measured — not guessed.
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How this role works commercially
This role is designed to fund itself through execution.
* Treatments are attached by stylists, supported and protected by clean floor control
* Basin shampoo & conditioner attachment sits with the CEM
* You also provide commercial service to the floor by protecting stylist productivity through calm, on-time flow
Your bonus is tied to execution.
When the floor runs clean and services are delivered properly, you benefit.
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The environment
We run a premium salon with a real operating system:
* CEM owns flow
* Stylist owns service
* Technical Lead owns craft
We do not do ego.
We do not do drama.
We do not do chaos.
You will not be set up to fail.
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Expansion & senior pathway
We have expansion on the horizon.
This role is designed to step into senior operational responsibility, advising the management team on daily operations:
* what's breaking flow
* what's costing time
* what needs tightening immediately
* what needs adjusting before it becomes a problem
As responsibility increases, trust and pay increase with it.
This is a role for someone who can run the day — and see the day.
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You'll be a fit if you are:
* A non-stylist with experience in front-of-house leadership
(salon, clinic, hospitality, or other high-pace service environment)
* Confident on phones and in client-facing conversations
* Calm under load — fast, firm, polite
* Comfortable directing a floor without attitude
* Structured, decisive, and consistent
* Able to learn new systems and industry language quickly
* Allergic to chaos
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Roster & entry
* Full-time role
* Weekend availability required (rotating)
* Paid trial shifts available
* Pay is transparent from day one
* On Site Parking and Salary Packaging Options Available
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Application
Apply with a short note answering:
1. What does "running a clean floor" mean to you?
2. Describe a moment you held the line under pressure.
3. Your availability to start.
Shortlisted applicants will complete a Culture Fit Pre-Interview Test.
Work Rights - Unrestricted Work Rights Are Required For This Role