About Expressions
Expressions is a leading provider of beauty and wellness services in Singapore, offering slimming, hair removal, and facial treatments. We are committed to delivering real results and excellent customer service in a supportive, dynamic workplace.
Job Purpose
The Operations Manager (Beauty) is primarily responsible for driving sales performance and ensuring the achievement of the company’s commercial targets. This role oversees the day-to-day operations of the business, ensuring consistently high standards of service delivery, operational efficiency, and team performance across all outlets. The Operations Manager leads and motivates the team, maintains strong staff engagement, enforces service standards and protocols, and ensures sales targets are met on a consistent basis. This position plays a critical role in supporting business growth, strengthening operational excellence, and delivering a high-quality customer experience. We are also looking for someone who is adaptable, hands-on, and willing to take on additional responsibilities as required to support the company’s objectives.
Who We’re Looking For
- We are looking for an Operations Manager (Beauty) who is:
- Honest and trustworthy, always acting with integrity and transparency.
- A strong problem-solver who approaches challenges with a solutions-oriented mindset.
- Responsible and accountable, taking full ownership of their duties and delivering results reliably.
- Flexible and adaptable, willing to take on new or additional tasks when required.
- Committed to building a positive culture and supporting staff and business growth.
If you take pride in your work, are hands-on in addressing issues, and set high standards for yourself and others, we want to meet you.
Key Responsibilities
1. Sales Leadership & Business Performance
- Lead the achievement of monthly sales targets across all outlets, ensuring alignment with the company’s revenue goals and business priorities.
- Develop, communicate, and drive outlet-level sales targets for consultants and operational teams.
- Monitor daily, weekly, and monthly sales performance, service KPIs, and outlet productivity, with timely reporting to Management.
- Motivate, coach, and guide teams to improve sales conversion, upselling, cross-selling, and overall customer retention.
- Support the execution of promotional campaigns, new initiatives, and sales strategies as directed by Management to drive business growth.
2. Outlet Operations & Service Excellence
- Oversee the daily operations of all outlets to ensure smooth workflows, high service standards, and a consistent customer experience.
- Enforce and monitor service protocols and Standard Operating Procedures (SOPs) for treatments, customer handling, and front desk operations.
- Supervise customer appointments, staff deployment, and customer flow to ensure operational efficiency.
- Address and resolve customer complaints promptly and professionally, ensuring effective service recovery and client satisfaction.
- Maintain and uphold service excellence across all outlets to support both customer loyalty and sales performance.
3. Team Leadership, Scheduling & Staff Supervision
- Prepare and manage duty rosters to ensure sufficient manpower coverage at all times.
- Supervise beauticians, and front desk staff in their day-to-day duties.
- Provide on-the-ground leadership, coaching, and guidance to ensure strong performance in both service delivery and sales execution.
- Work closely with staff to maintain engagement, discipline, and teamwork across all outlets.
- Address and manage staff concerns or grievances promptly and professionally, and provide written performance feedback to HR where required.
4. Customer Records, Follow-Up & Operational Control
- Audit and manage customer records, including customer cards and CRM systems, to ensure all information is accurate, complete, and properly updated.
- Ensure all outlets actively follow up with customers through the customer record system, and promptly address any gaps or discrepancies.
- Monitor outlet compliance to ensure customer data and outlet records are aligned with the company’s central system.
- Strengthen operational control through proper documentation and accountability across all customer-related processes.
5. Training & Service Skills Development
- Organise, conduct, and document technical and service training for operational staff, including slimming, facial, hair removal, and equipment usage.
- Appoint and oversee Senior Therapists or Trainers to carry out hands-on training and competency assessments.
- Ensure all staff are properly trained and competent in service delivery, treatment standards, and customer handling.
- Maintain accurate records of training completion and competency levels for all relevant employees.
6. Inventory, POS & Facility Management
- Manage inventory levels for treatment products, consumables, and equipment to ensure smooth outlet operations.
- Oversee the proper use and troubleshooting of POS systems across all outlets, ensuring accurate transaction processing and daily sales reconciliation.
- Coordinate equipment servicing, repairs, and maintenance of outlet facilities and terminals.
- Ensure all outlets comply with health, safety, hygiene, and operational standards at all times.
7. Reporting, Compliance & Cross-Functional Coordination
- Prepare and submit operational, sales, and incident reports to Management on a timely basis.
- Escalate serious staff misconduct or operational issues to HR through proper written documentation, where necessary.
- Liaise with HR on manpower planning matters, including approved headcount and leave updates.
- Support the implementation of company policies, operational improvements, and other business priorities as assigned.
8. Professionalism, Integrity & Flexibility
- Maintain a high level of professionalism, integrity, and confidentiality in all matters.
- Uphold company values, service standards, and ethical conduct at all times.
- Remain adaptable and willing to take on additional duties or responsibilities as required to support the company’s objectives and operational needs.
Requirements
- Minimum 10 years of operations management experience, preferably in the beauty industry.
- Strong leadership, staff supervision, and problem-solving skills.
- Excellent organizational and communication abilities.
- Willingness to travel between outlets as required.
- Strong knowledge of SOPs, service protocols, and health/hygiene standards (beauty/wellness industry focus).
- Detail-oriented, well-organized, and able to multitask.
- Able and willing to travel between outlets and work weekend or public holidays between outlets.
- Able to manage multiple outlets.
We welcome applications from all qualified candidates. Shortlisted candidates will be contacted for further discussions.
