Cluster Manager

Ode Spa.Wellness; Chennai; On-site; INR 600,000 - 900,000; Full time

Job summary

Ode Spa.Wellness is seeking a Cluster Spa Manager to manage operations across multiple locations in Chennai, Tamil Nadu. This role requires strategic planning and strong leadership skills to enhance operational excellence and guest satisfaction. Responsibilities include overseeing P&L, mentoring Spa Managers, and improving guest relationships, while ensuring adherence to wellness standards. Candidates should be skilled in financial management, team development, and possess a customer service orientation. Join us in providing exceptional spa experiences across our outlets.

Qualifications

• Ability to efficiently oversee multiple outlets and align them with business goals.
• Strong mentoring skills with a focus on team growth and performance.
• Ability to plan long-term strategies backed by data and market understanding.
• Proficiency in budgeting, forecasting, cost control, and revenue management.
• Passionate about delivering exceptional guest experiences and handling client relationships.
• Quick and effective decision-making in dynamic and service-oriented environments.

Responsibilities

• Take complete ownership of Profit & Loss (P&L) for all assigned outlets.
• Oversee day-to-day functioning of each spa outlet.
• Lead, coach, and mentor Spa Managers and their teams.
• Monitor and improve Net Promoter Score (NPS) and address service-related escalations.
• Collaborate with marketing teams to create local campaigns and promotions.

Skills

Multi-unit Spa Operations Management

Leadership & Team Training

Strategic & Analytical Thinking

Financial Acumen

Customer Service Orientation

Problem-solving

Job description

Overview

Location: Multiple Locations

Reporting To: Assistant Vice President - Sales

The Cluster Spa Manager is responsible for overseeing the operations, financial performance, and team management of multiple ODE Spa Wellness outlets within a designated cluster. This leadership role involves strategic planning, revenue optimization, ensuring consistent service quality, implementing wellness standards, and maintaining brand integrity across locations. The role demands a balance of operational excellence, guest satisfaction, and people development.

Responsibilities

• Business & Financial Management: Take complete ownership of Profit & Loss (P&L) for all assigned outlets.
• Analyze revenue reports, control costs, and implement strategies to increase profitability.
• Monitor sales performance, identify trends, and drive initiatives to achieve and exceed revenue targets.
• Prepare and present timely financial and operational reports to the leadership team.
• Operational Excellence: Oversee day-to-day functioning of each spa outlet to ensure seamless guest experience and adherence to brand standards.
• Ensure consistent implementation of company SOPs and wellness protocols across all locations.
• Conduct regular audits to assess service quality, cleanliness, hygiene, and safety compliance.
• Monitor stock and inventory levels, reduce wastage, and ensure timely procurement.
• Team Leadership & Development: Lead, coach, and mentor Spa Managers and their teams to maintain high levels of motivation and performance. Identify training needs and facilitate ongoing skill enhancement programs for spa staff. Drive a culture of ownership, professionalism, and continuous improvement across the cluster.
• Guest Experience & Relationship Management: Foster strong client relationships to enhance guest retention and satisfaction. Monitor and improve Net Promoter Score (NPS) and address any service-related escalations promptly. Encourage and implement feedback-driven service enhancements.
• Marketing & Brand Promotion: Collaborate with marketing teams to conceptualize and execute local campaigns and promotions. Drive visibility and footfall through strategic tie-ups, wellness events, and seasonal offers. Ensure consistency in visual merchandising, promotional communication, and brand representation.

Requirements

• Key Skills & Competencies:
• Multi-unit Spa Operations Management: Ability to efficiently oversee multiple outlets and align them with business goals.
• Leadership & Team Training: Strong mentoring skills with a focus on team growth and performance.
• Strategic & Analytical Thinking: Ability to plan long-term strategies backed by data and market understanding.
• Financial Acumen: Proficiency in budgeting, forecasting, cost control, and revenue management.
• Customer Service Orientation: Passionate about delivering exceptional guest experiences and handling client relationships with care.
• Problem-solving: Quick and effective decision-making in dynamic and service-oriented environments.