Collaborate continuously with Salon Staff and ensure they
effectively and consistently conduct their duties according to the top
standards required
Communicate regularly with Salon Staff, hear their feedback,
and update them on areas including the latest marketing promotions, group
policies and procedures
Ensure to address the needs and concerns of branch staff, and
as required, that they align with the Operations Manager and HR for any staff
incidents
Manage Salon Staff scheduling and vacation plans
Support the Operations Manager in the performance management
cycles for Salon Staff, as well as other incentive programs such as the Branch Nail
Station Star of the Month
Work closely with the Salon Operations Manager and HR on
areas including Salon Staff recruitment, trainings, and incidents, and ensure that
HR policies are adhered to
Review and analyze branch performance including actual sales
vs. targets, actual retail sales vs. targets, average customer ticket size, customer
retention, average service time, employee utilization rate, customer
satisfaction rate, stock reports, etc.
Identify gaps and trends in performance, and discuss recommendations
to improve results with the Operations Manager
Implement agreed upon recommendations to improve performance
of the Salon
Share ideas with the Operations Manager about beauty industry
activities and trends, and maintain up to date knowledge of competitors
Ensure the branch is efficiently and effectively managed, from
cleanliness of the branch, to the service quality provided across salon
departments, to how customers are served, to how products are displayed and
used, etc.
Ensure an accurate customer database is entered in the
system with the required customer fields (including First Name, Last Name,
Mobile Number, Service and Products Purchased)
Ensure the delivery of an exceptional customer experience in
the Salon branch, through the continuous review and improvement of how services
are being delivered, from the moment customers walk in, to the moment they pay and
leave
Align and provide the necessary support and input to the CRM
team in their Call Center and Chat responses to customers
Receive and address escalated customer complaints escalations
in a timely manner
Ensure Branch Salon Staff are up to date with the latest
Salon services and products
Ensure technicians provide the highest service quality and
care for their customers
Collaborate with the Marketing team on a frequent basis to
align on and provide them with recommendations on social media posts, services
and products promotions, packages, suppliers marketing collaborations, seasonal
events, etc.
Collaborate closely with the Operations Manager to ensure the
required products are purchased and replenished in the salons in a timely
manner
Requirements
Bachelor's degree in Business Administration or related field
Proven experience in a similar role
Knowledgeable in cosmetics industry trends and products
Bilingual proficiency in Arabic and English
Demonstrated leadership abilities
Proficient in reporting, analysis, negotiation, and leadership
Strong communication, customer service, and teamwork skills
Ability to multitask, utilize computer systems, and demonstrate
reliability
Upholds integrity, professionalism, and positive attitude
