Operations Relationship Manager

About Us

Mirage Aesthetic is a fast-growing beauty brand dedicated to delivering innovative, high-quality products that empower confidence and self-expression. Our mission is to create products that combine performance, inclusivity, and sustainability. As we continue to scale, we're looking for a dynamic Marketing Manager to lead strategic growth initiatives and strengthen our brand presence across multiple channels.

Role Overview

We are seeking a proactive and detail-oriented Operations Relationship Manager to oversee daily outlet operations and maintain strong customer and staff relationships. This role ensures smooth operational flow across all outlets, upholding service standards, system functionality, and overall customer experience. The role is primarily office-based but requires regular visits to outlets.

Key Responsibilities

Outlet Operations Management

• Oversee daily outlet operations to ensure smooth and efficient workflow

• Monitor and maintain operational systems, payment terminals, and electronic devices

• Liaise with vendors for maintenance and troubleshooting when necessary

• Ensure compliance with company SOPs and operational standards

Outlet Audits & Quality Control

• Conduct regular outlet visits

• Check decor, ambiance, cleanliness, and overall presentation

• Ensure machines and equipment are in proper working condition

• Identify and rectify operational gaps promptly

Customer Relationship & Public Relations

• Handle customer feedback, service recovery, and complaints professionally

• Manage escalated cases with diplomacy and problem-solving skills

• Maintain positive brand reputation and customer satisfaction

Staff Support & Training

• Conduct basic customer service training for outlet staff

• Reinforce service standards and communication guidelines

• Support outlet teams in improving service performance

Job Requirements

• Minimum Diploma in Business, Operations, or related field

• At least 2 years of experience in operations, retail, or customer service management

• Strong problem-solving and conflict resolution skills

• Good in writing, communication and personal relations skills

• Basic IT proficiency (POS systems, payment terminals, Microsoft Office, troubleshooting devices)

• Detail-oriented with strong organizational skills

• Able to travel between outlets regularly

• Independent, responsible, and able to work under pressure