MANAGEMENT OF BRANCHES (MANPOWER & OPERATIONS)
Manage the daily operations of all Branches, including but not limited to;
- Drive and achieve monthly sales targets of each individual outlet's revenue
- Develop and implement strategies to achieve sales targets
- Supervise, lead and motivate team members to achieve and maximise sales targets
- Conduct daily briefing to inform team members on updates where applicable
- Handle all service recovery cases including refund and complaints and resolve all complaints, feedback, verification and enquiries in the upmost efficient, effective, satisfying and timely manner in accordance to the Company’s standards and procedure
- Investigate and evaluate all relevant information pertaining to branch’s operational incidents and/or accidents and prepare detailed report for the necessary customer’s reply, internal investigation and/or insurance claims etc
- Manage the sales register and ensure accurate recording of purchases of treatment, services and products
- Ensure the proper upkeeping of branch’s records and details of customers' purchases of treatment, services and products
- Prepare Monthly Sales and service reports for Management
- Inventory Management – Ensure stock levels, expiry, transactions and placement of orders and proper storage and maintenance of stock
- Manage budget and forecast planning for branch
- Provide all general records, data, statistics and any reports as required by the Management
- Ensure compliance to and execution of all initiatives, directives and instructions from immediate supervisor and Management team within stipulated timeline and ensure alignment to overall business strategies
- Ensure compliance of all company’s policies, procedures, rules, regulations, systems and standard operation procedures
- Disseminate all corporate information and organize explanations in an efficient, clear and accurate formats and manner to all team members
- Plan and manage the work schedules of team members
- Develop Sales Commission Scheme for team members
- Coach, motivate and provide support to team members to create positive, productive and prosperous working environment
- Supervise and monitor team members’ work performance and make recommendation for the necessary improvement, corrective measures and actions.
- Be the bridge between the team members and HR / Management to surface any staff issues and propose viable solutions with the objective of improving staff productivity and increase staff retention levels
- Keep abreast of critical market trends,intelligence, movement development which may impact the industry and provide feedback and/or make recommendations to improve the overall performance of the Company
- Recruitment of team members
CUSTOMER SERVICE
- Canvass for new customers through walk-ins and marketing & promotional campaigns such as new product launches, trade fairs, corporate events, special programmes, workshops, events and roadshows
- Provide professional consultation/analysis and make recommendations on personalized treatments and appropriate products
- Promote and sell packages on Company’streatment, products and services tocustomers
- Proactively provide after sales support and attend to customers queries / complaints when necessary to maintain long term relationship and to ensure repeated business from existing customers
- Build good rapport and ensure customer satisfaction
MARKETING & PROMOTION
- Conduct research on the latest beauty trends, techniques and technology and work with Marcom to develop and implement marketing and advertising strategies
- Responsible for supporting all marketing and communication team in all marketing initiatives and activities such as new product launches, road shows, trade fairs, corporate events, special programs and any general marketing campaigns.
- Responsible for supporting company-wide customer relationship management programs (CRM) including all related administrative works.
- Responsible for supporting all outlet budgets, forecasting activities and organizational departmental planning.
- Responsible for working closely with all co-workers, units, departments, divisions andmanagement through proper coordinating and communication to achieve the company’s ultimate goals and objectives.
- Responsible for providing support to all co-workers, departments and divisions or company in any special projects and events by providing planning, scheduling,coordinating, monitoring, organizing and all required subjects from initiation till successful completion.
REQUIREMENT
- Supervisory experience in a beauty and wellness environment preferred
- Good leadership skills and able to motivate team to achieve sales targets
- Relevant retail sales experience with proven sales track record
- Customer-oriented with a positive attitude and initiative
- Good interpersonal and communication skills to manage staff matters
- Willing to work retail hours and go the extra mile
- Basic knowledge of MOM Act, spa and aesthetics licensing regulations and requirements
