Spa Manager

Responsibilities

• Enhance the end-to-end customer journey and maintain premium service standards.
• Achieve monthly and annual sales, productivity, and profitability targets.
• Drive treatment, package, membership, and retail sales performance.
• Monitor KPIs including sales conversion, retention, rebooking, productivity, and customer satisfaction.
• Lead, coach, and develop therapists through regular training, role plays, and performance reviews.
• Build team capabilities in treatment knowledge, consultation, communication, and selling techniques.
• Ensure compliance with SOPs, hygiene, safety, and operational standards.
• Manage manpower planning, scheduling, inventory, and outlet operations efficiently.
• Utilize CRM, booking systems, and business reports to analyze trends and improve performance.
• Support digitalization initiatives and ensure effective use of operational and reporting systems.
• Handle customer feedback and complaints professionally with strong service recovery actions.
• Prepare business reports, action plans, and performance updates for Management.
• Requirements & Qualifications
• Minimum 5 years of experience in spa, wellness, beauty, hospitality, or service industries.
• Minimum 2 years in a managerial or team leadership role.
• Diploma or equivalent qualification in Spa, Hospitality, Business, or related field preferred.
• Experience managing sales-driven service teams is an advantage.
• Skills & Competencies
• Strong leadership, coaching, and people development skills.
• Strong sales, consultation, customer service, and communication abilities.
• Results-driven with strong business acumen and accountability.
• Good analytical, reporting, and problem-solving skills.
• Familiar with CRM systems, POS systems, booking platforms, and digital tools.
• Professional, proactive, customer-centric, and able to work in a fast-paced environment.
• Fluent in English and Mandarin preferred.

Additional Information

Position Summary - Lead overall spa operations, customer experience, team performance, and business growth. - Drive sales, profitability, customer retention, and operational excellence. - Develop a high-performing team with strong practical, consultation, conceptual, and selling skills. - To report to Company Directors. - To handle a frontline team (Skin therapists and Customer Service) of up to 20 pax.

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