TCM Wellness Branch Manager

About the Role

We are looking for an experienced and dynamic TCM Wellness Branch Manager / Customer Experience Consultant to oversee and drive the success of our wellness branch. This is a full-time opportunity for a motivated professional who is passionate about sales, team leadership, and delivering exceptional customer experiences.

You will be responsible for managing daily operations, driving sales performance, leading and developing the team, and ensuring high standards of customer service across our TCM wellness services. The role plays an important part in achieving business goals, strengthening customer relationships, and supporting the continued growth of our wellness business.

Key Responsibilities

. Oversee the day-to-day operations of the TCM clinic, ensuring smooth, efficient, and well-coordinated service delivery.

. Ensure full compliance with local healthcare regulations, TCM guidelines, company policies, and operational standards.

. Manage clinic inventory, including herbal products, acupuncture supplies, treatment materials, and other essential equipment, ensuring adequate stock levels and proper usage.

. Maintain high standards of clinic cleanliness, patient safety, hygiene, and equipment maintenance.

. Lead, motivate, and supervise a high-performing team of TCM practitioners, therapists, support staff, and administrative personnel.

. Support the recruitment, onboarding, and training of new team members in line with company policies and TCM industry best practices.

. Conduct regular performance reviews and coaching sessions, providing constructive feedback and identifying opportunities for staff development and improvement.

. Foster a positive, collaborative, and performance-driven team culture that encourages professionalism and continuous improvement.

. Deliver an exceptional customer experience by maintaining high service standards and handling customer feedback, enquiries, and complaints promptly and professionally.

. Oversee the customer journey, including consultations, treatment plans, and follow-ups, while ensuring practitioners deliver safe, appropriate, and quality TCM services.

. Support customer education and engagement by promoting awareness of TCM treatments, therapies, wellness practices, and health management.

. Drive clinic revenue and business growth by monitoring sales performance, achieving branch targets, and maximising opportunities across TCM services and products.

. Develop and implement sales and marketing strategies to promote TCM services and wellness solutions, including acupuncture, herbal medicine, cupping therapy, and other treatments.

. Monitor branch financial performance, KPIs, sales results, and operating budgets, identifying areas for improvement and implementing appropriate action plans.

. Conduct regular operational audits and quality assessments to ensure the clinic consistently meets company, healthcare, and service standards.

. Ensure accurate and timely maintenance of patient records, treatment documentation, and medical histories, incompliance with applicable privacy and data protection requirements.

. Identify opportunities to improve operational efficiency, service quality, customer retention, and overall clinic performance.

What We're Looking For

. Certification or formal training in Traditional Chinese Medicine (TCM)or a related field is preferred.

. 3-5 years of experience in healthcare or wellness management, with at least 1-2 years in a leadership role, preferably within a TCM clinic or similar healthcare setting.

. Strong knowledge of TCM treatments and therapies, including acupuncture, herbal medicine, and other related wellness services.

. Proven experience in team management, customer service, and clinic/business operations, with a strong focus on delivering an excellent customer experience.

. Strong leadership and people-management skills, with the ability to inspire, motivate, coach, and develop a diverse team.

. Excellent communication, interpersonal, and problem-solving skills, with the ability to handle challenges confidently and effectively.