About the Role:
The Branch Manager is accountable for the successful launch and operation of Aura Head Spa to premium service standards. This is a pioneer/launch role responsible for establishing outlet readiness, operating rhythm, team capability, and early-stage performance ramp-up. The role leads day-to-day operations, service excellence, people leadership, and commercial performance, and liaises with Doctors/Traditional Chinese Medicine (TCM) Practitioners from China and internal stakeholders to ensure approved protocols and brand standards are executed consistently.
Key Responsibilities:
Pioneer / Launch & Set-Up
- Lead end-to-end launch readiness (pre-opening checklist, facility and room set-up, equipment/product readiness, staffing readiness, workflow design).
- Establish the initial operating rhythm and governance for the outlet (cadence, reporting, controls, escalation).
- Drive early-stage performance ramp-up through structured KPI tracking, rapid gap identification, and corrective actions.
Business & Performance Management
- Own outlet performance and deliver agreed KPIs (revenue, treatment mix, package conversion, retail attach rate, customer retention, productivity).
- Prepare weekly/monthly performance reporting, action plans, and improvement initiatives.
- Work with Management on pricing, promotions, and growth strategy aligned to brand positioning.
Operations & Service Excellence
- Lead daily operations (roster planning, manpower allocation, stock readiness, facility standards, customer flow).
- Establish and enforce service SOPs, hygiene standards, safety protocols, incident escalation procedures and documentation/record-keeping standards.
- Ensure consistent customer experience across consultation, treatment delivery, aftercare, and complaint resolution.
Protocol Development & Professional Liaison (Doctor/TCM)
- Liaise professionally with Doctors/TCM Practitioners from China and support implementation of approved treatment concepts into operational protocols.
- Translate professional guidance into practical service steps, staff training materials, contraindication guidelines, and customer consultation scripts.
- Ensure claims and recommendations are communicated responsibly and in line with management directives.
People Leadership & Training
- Lead, coach, and develop the outlet team (therapists/beauticians/consultants/frontline), fostering accountability and service mindset.
- Conduct onboarding, skills assessments, refresher training, and performance coaching with documented follow-up.
- Work with HR on recruitment needs, interview participation, and staffing plans.
Quality Control & Compliance
- Conduct regular QA checks (treatment steps, consultation quality, documentation accuracy, customer feedback tracking).
- Ensure equipment is used correctly, maintained, and recorded per guidelines; coordinate servicing and preventive maintenance.
Customer Relationship & Brand Building
- Handle high-touch customer engagement, service recovery, and VIP experience standards.
- Collaborate with Marketing/Operations on campaigns, content support, and customer engagement activities as required.
Requirements:
- Minimum 3–5 years of relevant experience in spa/beauty wellness operations, with at least 2 years in a supervisory/managerial capacity.
- Strong understanding of service SOP, team leadership, customer service excellence, and sales performance management.
- Experience in premium wellness concepts (scalp care, hair/scalp therapy, facial/spa programs) is highly preferred.
- Strong communication and stakeholder management skills; able to liaise with external professionals confidently.
- Independent, decisive, and resilient—able to lead a new outlet/project with minimal handholding.
- Commercial mindset: comfortable working with targets, reporting, and continuous improvement.
- Strong training capability: able to structure learning plans and uplift team performance.
- Strong English communication required; Mandarin/Chinese communication is a strong advantage (due to liaison needs).
- Prior experience in outlet launch/start-up, new concept implementation, or pioneer team set-up will be a strong advantage.
- Hands-on, adaptable, and comfortable working in a fast-changing start-up environment.
