Branch Manager

Hirehub Group; Kuala Lumpur; On-site; MYR 102,000 - 122,000; Full time

Benefits offered by this job

Overtime allowance

Job summary

Hirehub Group in Kuala Lumpur is seeking an Operations Manager to lead a premium wellness centre’s daily operations and teams. You will own front desk, membership, therapy and clinical support to ensure a seamless member journey and premium client experience.

The role requires 3–5 years of management experience in service settings, a proven revenue track record, and strong proficiency with booking, CRM and POS systems.

Qualifications

• 3–5 years of management experience in a service outlet, clinic, spa, premium retail, or similar customer-facing environment.
• Proven track record in achieving revenue, sales, and customer conversion targets, with the ability to demonstrate measurable results.
• Proficient in booking, CRM, and POS systems.

Responsibilities

• Own daily operations including opening and closing, staffing coverage, room allocation and equipment scheduling.
• Lead and develop the front desk, membership, therapy and clinical support teams.
• Drive commercial performance by monitoring lead flow, consultation conversion, membership sales, renewals, average transaction value and programme mix.
• Run daily and weekly briefings covering bookings, targets, VIP arrivals and open service issues.
• Build and manage the rotation roster so the centre is fully covered seven days a week.
• Manage attendance, leave, performance reviews, coaching and the disciplinary process in line with HR policy.
• Own the member journey end to end from enquiry and day pass through first consultation, programme onboarding, follow up and renewal.
• Handle VIP guests, escalations, complaints and service recovery, with documented resolution and root cause follow up.
• Enforce SOPs, service standards, hygiene, infection control and safety protocols through scheduled spot audits.
• Manage inventory of consumables, supplements and retail stock, including reorder levels, wastage, expiry control and monthly stock counts.
• Coordinate equipment servicing, calibration schedules, maintenance contracts and downtime reporting.
• Plan and execute member events, health talks, roadshows and corporate activations together with Marketing.
• Report weekly and monthly on revenue, conversion, utilisation, retention, headcount and operating cost.
• Ensure member data is captured, stored and used in line with PDPA and internal data policy.
• Ensure marketing and sales collateral used in branch stays within Medicine Advertisements Board and MMC advertising rules.

Skills

People management

Operations management

Staff scheduling

CRM

POS systems

Reporting

Budget management

Tools

CRM software

POS systems

Booking systems

Job description

Company Background

Our client is a medical-driven longevity and wellness centre focusing on preventive healthcare, advanced diagnostics, biohacking, regenerative medicine, cellular therapies, and recovery technologies. The centre is based in Bukit Jalil, Kuala Lumpur, serving clients seeking personalised health optimisation and longevity programmes.

Objectives

• Deliver branch revenue, membership sales and retention targets.
• Maintain a consistently premium experience across every member touchpoint.
• Keep the centre compliant with the Private Healthcare Facilities and Services Act 1998, MOH requirements, PDPA and internal SOPs.
• Build a stable, trained, productive team with low unplanned turnover.
• Maximise utilisation of rooms, equipment and practitioner hours.
• Control operating expenditure against budget.

Job Description

• Own daily operations including opening and closing, staffing coverage, room allocation and equipment scheduling.
  
• Lead and develop the front desk, membership, therapy and clinical support teams. The medical team reports clinically to the Medical Director but coordinates operationally through this role.
  
• Drive commercial performance by monitoring lead flow, consultation conversion, membership sales, renewals, average transaction value and programme mix.
• Run daily and weekly briefings covering bookings, targets, VIP arrivals and open service issues.
• Build and manage the rotation roster so the centre is fully covered seven days a week without breaching working hour limits.
• Manage attendance, leave, performance reviews, coaching and the disciplinary process in line with HR policy.
• Own the member journey end to end from enquiry and day pass through first consultation, programme onboarding, follow up and renewal.
• Handle VIP guests, escalations, complaints and service recovery, with documented resolution and root cause follow up.
  
• Enforce SOPs, service standards, hygiene, infection control and safety protocols through scheduled spot audits.
• Manage inventory of consumables, supplements and retail stock, including reorder levels, wastage, expiry control and monthly stock counts.
• Coordinate equipment servicing, calibration schedules, maintenance contracts and downtime reporting.
• Plan and execute member events, health talks, roadshows and corporate activations together with Marketing.
  
• Report weekly and monthly on revenue, conversion, utilisation, retention, headcount and operating cost.
• Ensure member data is captured, stored and used in line with PDPA and internal data policy.
• Ensure marketing and sales collateral used in branch stays within Medicine Advertisements Board and MMC advertising rules.

Ad Hoc Tasks

• Support new branch openings, including pre opening recruitment, fit out coordination and staff training.
• Pilot new treatments, technologies or programmes and report on uptake and operational fit.
• Host partner, corporate, media and investor visits.
• Cover front desk or consultant duties during peak periods or short staffing.
• Assist licensing inspections, internal audits and insurance or panel accreditation exercises.

Job Requirements

• 3–5 years of management experience in a service outlet, clinic, spa, hotel department, premium retail, or similar customer-facing environment.
• Proven track record in achieving revenue, sales, and customer conversion targets, with the ability to demonstrate measurable results.
• Strong people management skills, including staff scheduling, performance management, coaching, and disciplinary matters.
• Proficient in booking, CRM, and POS systems, with the ability to prepare and analyze operational reports.
• Willing to work on a 6-day rotational schedule, including weekends and public holidays.
• Experience in healthcare, wellness, aesthetics, hospitality, or other service-related industries is preferred.
• Familiar with Act 586 licensing requirements, MOH inspections, and clinical SOP frameworks.
• Experience in new outlet setup and opening, including manpower, operations, systems, and pre-opening preparation, will be highly preferable.

Training and Development

• Full induction on company programmes, treatment modalities, systems and SOPs. Ongoing training on new technologies and services as they are introduced.

Additional Information

• Location: Bukit Jalil, Kuala Lumpur
• Salary Range: Up to RM10k
• Working hours: 9.00am to 6.00pm, inclusive of a one hour break.
• Working days: 6 days per week on a rotation basis.
• Overtime Allowance will be given if have