Spa Manager

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.

Key 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.