Spa Sales & Operations Manager

Job Description

At Porcelain Skincare, our vision is to be every guests lifelong skin-health partner, blending science, human touch, and smart-spa technology to create transformative results and meaningful relationships. As our Branch Sales & Operations Manager (Multi-Site Spa), you become the on-ground custodian of that visionturning strategy into daily moments that delight, heal, and inspire. You will lead two flagship branches as mini-businesses, orchestrating sales growth, service excellence, and operational precision while nurturing a culture where the team can thrive and advance.

Ultimately, your mission is to translate Porcelains purpose of building lifelong relationships through skincare into consistent revenue growth, unwavering customer loyalty, and an engaged, future-ready team, positioning our spas as the benchmark for modern, results-driven wellness across the region.

Responsibilities & Duties:

1

• People & Coaching
• Lead, schedule and mentor therapists, consultants and a spa coordinator (:20 pax).
• Run weekly coaching clinics on consultative selling & service etiquette.
• Deliver quarterly reviews and personalised development plans; surface successors for senior therapist / supervisor roles.
  
  
  

2

• Sales Planning & Mechanics
• Build rolling 3-month sales projections per branch; translate into weekly booking, attach-rate and membership targets.
• Design simple promos/loyalty mechanics (within HQ guidelines) to lift trial-to-package conversion and rebooking.
• Partner with Marketing on local activations and content hooks; track ROI.
  
  
  

3

• Premium Customer Experience
• Own the last mile for any escalated client case; close the loop within 48 hours and log learnings.
• Run monthly mystery-shopper debriefs and micro-train the team on gaps.
  
  
  

4

• Operational Excellence & Compliance
• Maintain 100 % adherence to SOPs (front desk, treatment protocols, cash handling, hygiene) and update playbooks when processes change.
• Liaise with landlords on inspections, fittings, licences and signage; ensure zero breaches.
• Plan and track preventive maintenance, repairs and CapEx requests; keep both branches showroom-ready every day.
  
  
  

5

Inventory & Cost Control

Forecast and order retail + treatment consumables; keep shrinkage

Verify payroll, attendance and incentive calculations before submission.

6

• Communication & Reporting
• Lead daily huddles and fortnightly branch performance meetings.
• Present a concise Monthly Business Update to MD & Deputy GM: wins, gaps, next-month game plan.
  
  
  

Job Requirements:

• Minimum 5 years of operational experience in Beauty/Spa/Luxury Retail or Hospitality industry
• Minimum 5 years of working in teams and 3 years of managing people.
• Familiar with CRMs and Workflow Management Systems
• Digitally proficient and MS Office Application (Words, Excel & PowerPoint)
• Excellent leadership, communication, and interpersonal skills
• Experience in strategic planning and data analysis
• Strong problem-solving and decision-making skills
• Experience in risk management and performance management
• Knowledge of skincare and spa industry trends and best practices a plus
• People-focused manager who is a hands-on leader who is able to walk the talk
• Strong eye for detail and experiences