Sales & Operations Manager

Role Overview

This role combines strong sales leadership with full operational oversight of assigned branches. The Spa Sales & Operations Lead will:

• Drive daily, weekly, and monthly sales performance
• Coach and uplift frontline sales capabilities
• Ensure operational discipline and SOP adherence
• Manage manpower, scheduling, and resource allocation
• Maintain top‑tier client experience and service delivery
• Coordinate promotions, campaigns, and in‑store execution

This is a hands‑on, on‑the-ground role requiring constant engagement with teams, clients, store issues, and sales drivers.

Key Responsibilities

1. Sales Leadership & Daily Performance Management (40%)

• Own branch sales targets and monthly revenue delivery.
• Lead daily sales huddles to align goals and address sales gaps.
• Coach Beauty Advisors & Therapists on:
• Consultative selling
• Upsells & cross‑selling
• Building sales confidence
• Execute in‑store promotions, bundles, and campaigns.
• Ensure disciplined client follow‑ups (WhatsApp/calls) for conversions.
• Analyse daily sales reports and intervene immediately where needed.

2. Operational Oversight & Store Excellence (30%)

• Oversee daily store operations and ensure everything runs smoothly.
• Manage scheduling, roster planning, and manpower allocation.
• Ensure SOP compliance (service, hygiene, safety, workflow).
• Oversee store cleanliness, ambience, and equipment maintenance.
• Resolve service lapses or operational issues promptly.
• Vet promotions and ensure proper in‑store alignment.
• Conduct weekly operational reviews with staff.

3. Client Experience & Customer Retention (20%)

• Ensure consistent "Porcelain standard" service delivery.
• Handle complaints and feedback with fast resolution.
• Review customer journey flows and suggest improvements.
• Track follow‑ups, client satisfaction, and recovery actions.
• Engage high‑value, lapsed, or churn‑risk clients.

4. Team Development & People Leadership (10%)

• Conduct weekly 1:1 coaching sessions.
• Build staff capabilities in service, sales, and soft skills.
• Partner with Training team on upskilling needs.
• Identify performance gaps and create improvement plans.

Role Requirements

Minimum 3-5 years of experience in retail or beauty/wellness industry, with at least 2 years

in a leadership role.

Strong leadership, team management, and customer service skills.

Proven ability to drive sales and achieve business targets.

Excellent problem-solving and decision-making abilities.

Strong communication and interpersonal skills.

Ability to work weekends and public holidays, as required by retail operations.