With extensive industry experience and a very kind and caring persona, Nicci Coleman is the perfect person to take over the reins at The Face Place! We asked her a few burning questions to get to know her more.
You’ve had a long and stellar career in the industry. Tell us how you got your start?
From a very young age, I was passionate about skin and used creams and lotions daily to care for my skin. Mum would often tell me I could set up my own pharmacy with all the skin preparations I had. This passion led to a career in beauty therapy. My first role in the industry was as a beauty therapist at Elizabeth Arden’s Red Door Salon in Smith & Caughey’s here in Auckland. Red Door Salons first opened in the 1930s in the majority of the fashion capitals around the globe. The fundamental belief was that beauty treatments were a combination between science and nature in order to achieve beautiful skin. I quickly established a strong and regular clientele, particularly in facial treatments, which was my strength. I loved to see the transformation in skin conditions through regular treatments and a good home care routine with my clients.
How is the industry different today from when you started?
Beauty treatments in the 1990s were the more traditional facials, massage and waxing. Today this has become the ‘Day Spa’ and is more centred around relaxation and putting the body and mind at ease with the benefits of nourishing the skin. Cosmedicine didn’t emerge until the early 2000s when Dr Cat first introduced us to the benefits and results of using Botox through the TV series 10 Years Younger. This awareness has grown over the past two decades and the emergence of clinics focused on cosmetic injectables and skin rejuvenation has become prevalent. Whilst day spas are still frequented and enjoyed by many, the use of cosmetic injectables has grown rapidly in New Zealand over the past five years in particular and is used for both prevention of lines and wrinkles as well as softening existing lines and wrinkles. Skin treatments have been amplified and are now able to achieve outstanding results with the use of active cosmeceuticals and ingredients that address conditions like hyperpigmentation and acne, which previously had been more challenging to treat.
You spent some years working on your own businesses. Tell us more!
I established my own As Seen On TV business in 2009 at a time when my children were still at school. Like many career women, I found it was a juggle giving time to both my career and the children especially during the school holidays so having my own business provided flexibility to nurture both. As Seen On TV is a direct response marketing model selling products through television and live events, building and establishing brands. The products that became highly recognisable that I launched in New Zealand were Zumba, Magic Bullet, Proactive Skincare and Shakeweight. Each of these product brands established itself quickly in the market with great success and high brand recognition which in turn delivered strong sales.
The significance of strong relationships in business is something that I have always held in high regard. I strive to develop relationships in the business that provide win-win opportunities for both parties. I am driven by my personal values of respect, integrity and empathy and these are a critical part of my moral compass which I place immense importance on. Through my years as a leader I have found these to be a major driver in my leadership success with developing highly engaged teams that go above and beyond what is expected of them because they feel acknowledged, recognised and valued. This motivates us to perform.
Your most recent role was with a much larger cosmedicine chain of clinics. How did you find getting back into the beauty industry again?
My previous role as Country Manager for a retail chain of skin, laser and injectables stores was my first step back into the beauty industry after some time. Throughout my time away from the industry from a career perspective, I remained an active customer as skin and the associated treatments have remained a real passion of mine.
On returning I immersed myself in the business spending weeks in stores as part of the instore team, answering phones, making customer bookings, selling skin products, and observing treatments so that I had a solid understanding of the intricacies of the treatments we offered, who our customers were and what was important to them and how the business operated. This meant I could support my team of 50+ cosmetic nurses, skin therapists and front desk team members to navigate their roles and expectations. To me, this was imperative to be able to understand every facet of the business.
What I really noticed on my return to the industry was how women and men of all ages are making themselves a priority more so than before. The first step into their skin journey is often laser hair removal with customers finding this an effective treatment that provides long-term results. The significance of cosmetic injectables also surprised me as they had definitely gained more momentum than I anticipated. Both men and women engage in injectable treatments and it is so rewarding to see their confidence increase when they see the results of their treatment.
What future trends do you see for NZ cosmedicine?
Over the past decade, we have seen more men and women engaging in cosmetic injectables and I expect this to continue. I feel developments in injectable treatments for the body are likely to be seen in the next 2-5 years as their use becomes more prevalent and the results able to be achieved are more researched and understood.
What led you to The Face Place? We have heard you’ve always wanted to be a part of the team!
Since the early 2000s I have always known of Dr Cat and the pioneering cosmedicine doctor she has been in New Zealand. She has been an inspiring doctor and woman in the industry and I have always held her in high regard. Her business ethos – only the highest medical standards, the most up-to-date techniques and treatments and impeccable customer service – is admirable. I have always lived by the mantra that anything I do, I do it to the highest standard I can and when it comes to medical care, I have the best and most experienced person I can afford as I don’t compromise on healthcare. This meant that I held The Face Place in the very highest of regard and also a business that epitomised best in class within the industry here in New Zealand. When the opportunity came to join The Face Place I felt absolutely privileged to be able to join the team. A team of highly experienced professionals who are passionate about their roles and their clients/patients in every way possible. They truly want to make their patients feel valued and good about themselves whilst still looking natural.
What are you looking forward to in this new role?
I have spent three decades in the corporate sector where it is sometimes perceived that you can’t be a successful leader whilst being authentic and empathetic. I have prided myself in previous roles in developing highly engaged teams that want to come to work and give their best every day. The Face Place has the most positive and inclusive culture. The team really care about each other and their clients, and I want to build on this as it’s unique and not easily found in businesses. Working alongside the team who are all experts in their roles, to continue being innovative in the industry, is something I am looking forward to. Each of them plays such an important part in the success of the business and together we are capable of achieving so much.
What changes, if any, will our clients see with a new GM at the helm?
Customer service is of the utmost importance to me as without patients/clients we don’t have a sustainable business. Ensuring that each and every one of them feel valued and cared for whilst visiting The Face Place will be front and centre of what we are all about. The majority of my time is spent in clinic between Britomart and Takapuna so I will be a part of our client’s journey and there to work with our clinical and administrative teams to deliver exceptional results for our clients. I’ll be very visible in clinic and look forward to meeting so many of our clients over the coming months.
Describe yourself in three words…
Motivated, caring, honest.
Tell us about your life outside of work…
My husband and I are proud parents to five children who all have professional careers. Ironically our three girls are all nurses but I haven’t been able to convince any of them to move into cosmedicine! Maybe this will be something that they consider further into their careers. To ensure I am the best version of myself and mentally and physically well I do reformer Pilates three times a week and run three times a week. This is a great balance and works well for me, enabling me to offload any stresses. I’m fortunate to live by Milford Beach and have a holiday home in the Coromandel so spend many hours walking the dog and enjoying the serenity of the water. I consider myself an active relaxer and this means I don’t often sit down but get more relaxation out of being outside, in the bush and surrounded by nature, in the garden or on the water. I find these revitalising.