Client Experience & Operations Manager - #1112814

1. Client Experience & Service Excellence

• Oversee the end-to-end client journey to ensure a seamless, luxurious, and memorable experience.

• Implement and monitor service standards that reflect the spa’s brand values (gratitude, empathy, service excellence, etc.).

• Handle escalated client feedback or complaints with professionalism and empathy, turning service recovery into opportunities.

• Develop personalized client engagement initiatives (VIP programs, follow-ups, birthday/anniversary perks).

• Regularly review customer satisfaction scores and implement improvement strategies.

2. Sales & Business Development

• Drive monthly sales targets by creating attractive promotions, packages, and upselling opportunities.

• Train front-of-house and clinical staff in consultative selling techniques without compromising the luxury experience.

• Monitor and analyze sales reports, setting action plans to achieve and exceed revenue goals.

• Collaborate with marketing to align campaigns with client needs and spa offerings.

3. Operations Management

• Oversee daily spa operations, ensuring smooth coordination of schedules, facilities, and treatments.

• Implement operational SOPs and ensure compliance with MOH/MOM guidelines and company policies.

• Manage inventory, supplies, and vendor relationships to ensure cost efficiency without compromising quality.

• Ensure all equipment is well-maintained and safe for client and staff use.

4. Team Leadership & Training

• Lead, mentor, and motivate spa staff to maintain high morale, professionalism, and service standards.

• Conduct regular training in customer service, grooming, product knowledge, and treatment etiquette.

• Monitor staff performance through KPIs, provide feedback, and implement performance improvement plans if needed.

• Support recruitment, onboarding, and retention of staff aligned with company culture and values.

5. Financial & Administrative Oversight

• Prepare and track monthly P&L, budgets, and operational costs.

• Manage petty cash, payroll inputs (attendance, incentives, allowances), and commission calculations.

• Ensure timely submission of reports to management, highlighting risks, opportunities, and achievements.

6. Innovation & Continuous Improvement

• Introduce new service concepts, customer engagement ideas, and wellness experiences that differentiate the spa.

• Stay updated on industry trends, competitor offerings, and customer expectations.

• Recommend system and process improvements to enhance efficiency and client satisfaction.