Client Experience | Operations Manager

Operations:

• Demonstrates high standards in customer service
• Meets financial metrics including: service revenue, average ticket, client count, rebooking, retail revenue
• Identifies opportunities for growth such as, staffing, scheduling and coaching
• Responsible for the management of all personnel including (but not limited to) recruitment, training, product knowledge, loss prevention, performance management, safety and legal compliance.
• Conduct regular performance reviews and provide constructive feedback to enhance team performance.
• Create and maintain staff schedules to ensure adequate coverage during peak hours.
• Responsible for store's inventory
• Helps forecast sales, growth trajectories and expansion plans.

Financial Management

• Collaborate with the store owner to develop and manage the salon budget.
• Monitor and analyze financial reports, identifying opportunities for cost savings and revenue growth.
• Implement strategies to achieve sales targets and profitability goals.

Client Services

• Oversee the delivery of high-quality services and ensure client satisfaction.
• Address client issues and concerns, providing resolutions in a timely and professional manner.
• Maintain a positive and welcoming environment for clients and staff.

Training and Hiring:

• Leads through teaching employees and growing their productivity, has a clear vision of individual, team, and/or personal goals. Has coaching and mentoring skills and can verbalize steps to achieve those goals. Confident in coaching and mentoring their team
• Responsible for identifying the professional development needed for each staff member
• Ensures all technical service and product trainings are attended
• Conducts verbal and technical interviews, able to identify appropriate talents needed for salon growth.

Marketing:

• Work with the store owner to develop and execute marketing strategies to attract new clients and retain existing ones.
• Coordinate and promote special events, promotions, and collaborations to increase store visibility.
• Assist with Social Media
• Assist in requesting marketing materials from corporate via internal portal
• Join regular calls with owner and corporate to ensure consistency across the system

Job Types: Full-time

Availability: Some Nights and Weekends are required