Management

Position: Center Head \xe2\x80\x93

Location: Ras-Al-Khaimah

Industry -Beauty and wellness

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The beauty and weight management services Centre Head is overall responsible for all financial & operational success metrics of the center, including year-on-year growth. He/she is responsible for managing & leading the center team to deliver service excellence alongside great customer experience. The development of each team member as per their individual career aspirations will be the sole responsibility of the center head.

Reports to Business / Area Head

Position Supervised- Direct Reportees \xe2\x80\x93 ACH, WC, Sales Head, CCE, Slimming & Beauty Head, Derma & Laser Tech. / Nurses Indirect Reportees - Remaining Slimming & Beauty team.

Responsibilities

(The responsibilities include but are not limited to the following)

Financial responsibilities

Sales and Profitability Achievement

• To achieve the overall revenue target assigned to the center as per the business plan.
• To achieve revenue per employee goals along with revenue per square feet goals
• To increase the targeted number of new customers enrollments YoY
• To ensure growth in each service & product category
• To analyze the operational costs to deliver the operating margin (OM) target.
• To regularly monitor sales and report to the Business / Area Head
• To ensure that the achievement is regularly cascaded to the team.
• To outline an action plan to bridge the gaps.
• To implement the plan after requisite approvals from the Business / Area head
• To monitor all financial matters relating to all categories in accordance with operational SOPs/ Guidelines
• To ensure center revenue is increased by skilling the team to cross-sell & upsell.
• To ensure resource and capacity utilization is optimized for an aligned center.
• To ensure the accuracy of all relevant financial and operational data that is maintained/reported.
• To meet personal sales targets as assigned along with the above goals for the center.

Financial Reports

• To ensure accuracy in maintaining all financial and operational data
• To report on the opening and closing of center cash and daybook to the finance team
• To validate & approve the MIS report prepared by the aligned center accountant.
• (Post validation share the MIS report with the management team)
• To validate and action the monthly review reports (including the monthly PMS analysis)

Center Management

• To ensure day-to-day operations of the center are planned well in advance
• To manage the daily roster of the team keeping customer appointments in mind
• To ensure that the rotation book is maintained keeping the staff rotation policy in mind
• To ensure that the annual leave planning for the team is done at the beginning of the year
• To ensure the daily center head checklist is followed.
• To ensure that the center reception delivers a great customer experience.
• To ensure that the responsibilities of the CCE team w.r.t. Appointment Planning is delivered par excellence.
• To ensure that the ambiance of the center followed Center Ambience policy.
• To ensure that the team follows our Grooming policy.
• To ensure that the external housekeeping team follows the protocols.
• To ensure that the team always is calm, and polite and uses credible words during client interaction and escalations.

Service Delivery

• To ensure customers achieve committed results via the highest standards of excellence.
• To ensure follow-up with all clients, with a special focus on irregular clients
• To connect personally with all clients, especially those with slow progress in any services/treatments
• To seek technical guidance for all unsuccessful & regular clients as from dept heads/area category head
• To seek guidance from dept heads prior to booking prospects with complicated medical conditions
• To ensure resolution to all client complaints by proactively studying the potential causes of complaints in fair compliance of SOP not more than 2 days and where the support team is involved not more than 7 days
• To counsel regular clients who could not complete the package by encouraging them to do the needful within the validity period
• To seek guidance from the Business / Area head for transfers/conversions of clients\' program
• To ensure that the credit note is raised prior 2 working days prior to client approaching the concerned center.

Inventory and Stock Management

• To ensure sufficient inventory is available at the center to avoid being out of stock
• To study stock ordering vs sales of services, consumption levels etc.
• To seek assistance for delays in stock delivery such as linen, documents, appliances etc.

Event Management

• To conduct indoor & outdoor events to increase new customers\xe2\x80\x99 footfall to the center.
• To partner with local communities/corporates to conduct our events.
• To ensure that the events are well planned & promoted in advance with the customers.
• To ensure each event has a return on investment per our mandate.

Center Health Check

• To ensure that the center meets the expectations of the customers and lives up to its predefined brand image
• To ensure the merchandise should be according to the season as well as the latest trends.
• The center is well-lit, and ventilated, and offers a positive ambiance to the customers.

Compliances

• To cascade the policies & procedures with the team
• To ensure 100% compliance for mandatory country specific legal requirements like visas, trade licenses, etc.
• To ensure that HR is notified on renewals at least 60 days prior to expiry/renewal.

Other Administrative Tasks

• Coordinate with the cross-functional team at the corporate to fulfill center administrative requirements.
• Ensure the highest standards of staff grooming and personal hygiene is maintained.

People Management

• Centre Head is completely responsible to onboard & develop a great team.
• Recruitment, Selection, and Induction
• To analyze staffing requirements per current & future manpower requirements
• To initiate a request for recruitment per the mandatory manpower requisition form (MPR) with the HR team
• To ensure that the candidate is selected basis of our Hiring Protocol for the select role
• To ensure that the new team member is trained & inducted on the basis of the mandate for the respective role.
• To share the job description and KRA with all team members at the time of joining

Performance Management

• Centre Head is 100% responsible for the Performance Management of the entire team.
• To ensure all team members understand their goals (weekly/monthly/ quarterly / yearly)
• To lead the productivity analysis for each role
• To evaluate the performance of each team member
• Learning focus on self and the team

Salary Scale up to 18k - Negotiable based on the experience

Dawaam