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 toptier client experience and service delivery
- Coordinate promotions, campaigns, and instore execution
This is a
handson, onthe-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 & crossselling
- Building sales confidence
- Execute instore promotions, bundles, and campaigns.
- Ensure disciplined client followups (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 instore 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 followups, client satisfaction, and recovery actions.
- Engage highvalue, lapsed, or churnrisk 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.
