Role Description:
The Operations Manager plays a crucial role in ensuring the effective management of operations within our company. This position involves overseeing various aspects of the business, including staff management, customer service, inventory control, and facility maintenance. The Operations Manager works closely with department heads and senior management to develop and implement strategies to improve operational efficiency, enhance customer satisfaction, and drive business growth.
Specific Responsibilities:
1. Trainee to learn and understand the salon's operations, policies, and procedures.They will conduct comprehensive research on the beauty and personal care industry, including market trends, consumer preferences, and competitive landscape. Analyze industry reports, market data, and consumer insights to identify emerging opportunities and potential challenges. Review competitor strategies, product offerings, pricing models, and marketing tactics to benchmark against industry standards.
2. Trainee to gain in-depth knowledge of the salon's product lines, treatments, and services. Assist in front desk duties, including greeting customers, scheduling appointments, and answering inquiries.
3. Trainee will conduct a SWOT analysis (Strengths, Weaknesses, Opportunities, Threats) to assess the internal and external factors impacting the company's operations. Synthesize findings to identify strategic priorities, areas of differentiation, and potential growth opportunities. They will also learn to map out existing operational processes, from customer acquisition and appointment booking to service delivery and post-service follow-up.
4. Trainee to develop quality assurance protocols, standards, and procedures to ensure consistency, reliability, and excellence in service delivery. Implement quality control mechanisms, such as customer satisfaction surveys to monitor service quality and identify areas for improvement.
Design and implement strategies to enhance the overall customer experience across all touchpoints, from initial inquiry to post-service follow-up. Personalize customer interactions, anticipate needs, and exceed expectations to foster loyalty and advocacy. Leverage customer relationship management (CRM) systems, feedback channels, and data analytics to gain insights into customer preferences, behaviors, and sentiment.
5. Review existing supplier contracts, agreements, and relationships to assess performance, reliability, and cost-effectiveness. Identify opportunities for consolidation, renegotiation, or diversification of vendor partnerships to optimize supply chain efficiency and mitigate risks. Develop supplier scorecards or performance metrics to evaluate supplier performance and establish continuous improvement initiatives.
6. Trainee will participate in inventory management activities, such as stock replenishment, product ordering, and vendor communication. Provide support to the director in daily operations, including salon setup, maintenance, and cleanliness.
7. Build and maintain strong relationships with newand existing clients by ensuring personalized service, addressing feedback and complaints promptly. Collaborate with the director to develop and implement strategies for business growth and profitability. Identify opportunities for new service offerings, or loyalty programs to attract new clients and increase revenue.
8. Trainee to reflect on the achievements, challenges, and lessons learned during the development plan period. Conduct a comprehensive performance review and evaluation of the effectiveness, impact, and ROI of operational initiatives and improvement projects. Gather feedback from customers to gain insights into areas of strength, weakness, and opportunities for improvement.
9. Trainee will continuously update knowledge and skills in beauty services through online courses and self-study. Stay informed about industry trends, new products, and techniques to remain competitive in the market.
Competencies:
1. Orientation, Industry Research and Market Analysis
2. Product and Service Knowledge and Customer Interaction
3. SWOT Analysis and Workflow Analysis
4. Quality Assurance, Customer Experience Enhancement and Relationship Management
5. Performance Metrics, Supplier and Vendor Management Optimization
6. Inventory Management and Operational Support
7. Client Relations and Business Development
8. Reflection and Performance Review
9. Continuous Learning and Development
4. Duration of Traineeships: 6 months
5. Approved Training Allowance: Mature Mid-Career Individuals - $3200
6. Education Qualifications Required for the Traineeship Role Under SGUnited Traineeship:
Mid-career individuals from any qualification level can apply.
