Branch Manager – Aura Head Spa

HerbaLine Global Wellness Group; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

HerbaLine Global Wellness Group seeks a hands-on Branch Manager to launch Aura Head Spa in Kuala Lumpur. You will lead operations, set standards, and build a high-performing team focused on premium customer experiences and sustainable growth.

You will drive revenue, manage promotions with Marketing, and ensure service excellence across consultations, treatments, and aftercare, while maintaining brand standards.

Qualifications

• 3–5 years of relevant spa/wellness operations experience.
• Experience in supervising or managing teams.
• Strong customer service and sales mindset.
• Familiarity with premium wellness concepts (head spa, scalp care, facial, spa services).
• Strong English communication; Mandarin/Chinese advantageous.

Responsibilities

• Lead outlet readiness from launch through stabilisation.
• Set service standards, workflows, and operating routines.
• Coordinate manpower, facilities, equipment, products and systems for launch.
• Drive revenue, KPIs, treatment, retail and customer retention.
• Deliver premium customer experiences and professional service.

Skills

Leadership

Team leadership

Customer service

Sales performance management

Premium wellness concepts

English communication

Job description

Build. Lead. Grow. Be Part of a New Premium Wellness Concept.

We are looking for an experienced and commercially driven Branch Manager to join us in launching and growing Aura Head Spa, a new premium head spa and wellness concept under HerbaLine Global Wellness Group.

This is a pioneer leadership opportunity — you will be involved from the launch stage and play a key role in establishing the outlet's service standards, team culture, operating practices and commercial performance.

If you enjoy building something from the ground up, leading people, creating exceptional customer experiences and driving business results, this could be the opportunity for you.

What You'll Be Responsible For

Launch & Build the Outlet

Lead the outlet's operational readiness from pre-opening through launch and stabilisation.

Establish practical workflows, service standards and operating routines for the new concept.

Work closely with internal teams to ensure manpower, facilities, equipment, products and systems are ready for launch.

Monitor early-stage performance and quickly identify opportunities for improvement.

Drive Business & Commercial Performance

Take ownership of outlet revenue and agreed business KPIs.

Drive treatment sales, package conversion, retail sales, customer retention and team productivity.

Monitor daily, weekly and monthly performance and turn results into practical action plans.

Work with Management and Marketing teams on promotions, customer acquisition and business growth initiatives.

Identify opportunities to improve sales performance and overall outlet profitability.

Deliver a Premium Customer Experience

Lead the team in delivering a consistent, professional and premium customer experience.

Ensure high standards across consultation, treatment, aftercare and service recovery.

Handle VIP customers and escalated customer concerns professionally.

Build a strong service culture where customer satisfaction and attention to detail are prioritised.

Service Standards & Professional Protocols

Work closely with Doctors and TCM Practitioners from China and internal stakeholders on approved treatment concepts and service protocols.

Translate professional guidance into practical operating procedures, consultation processes and staff training materials.

Ensure the team follows approved treatment, hygiene, safety and customer-care standards.

Ensure professional recommendations and customer communications are handled responsibly and consistently.

Lead & Develop the Team

Lead, coach and motivate therapists, beauticians, consultants and frontline team members.

Build a high-performing pioneer team with strong service and sales capabilities.

Conduct onboarding, product/service training, skills assessments and regular coaching.

Monitor individual and team performance and implement improvement plans where required.

Work closely with HR on recruitment, manpower planning and talent development.

Maintain Operational Excellence

Oversee daily operations including manpower planning, rostering, stock readiness and customer flow.

Ensure service SOPs, hygiene, safety and outlet standards are consistently maintained.

Conduct regular quality checks and follow up on operational gaps.

Ensure equipment, facilities and treatment areas are properly maintained and ready for service.

Maintain appropriate operational records and escalate significant issues promptly.

Build Customer Relationships & Brand Presence

Build strong relationships with customers and encourage repeat visits, package purchases and referrals.

Support customer engagement, events and marketing activities.

Work closely with Marketing and Operations teams to support campaigns and drive outlet traffic.

Provide feedback on customer preferences, market trends and opportunities to strengthen the Aura Head Spa concept.

What We're Looking For

3–5 years of relevant experience in spa, beauty, wellness, hospitality or premium service operations, with at least 2 years in a supervisory or managerial role.

Strong experience in team leadership, customer service and sales performance management.

Experience in premium wellness concepts such as head spa, scalp care, hair/scalp therapy, facial or spa services is highly preferred.

Strong commercial mindset with the ability to work with sales targets, KPIs and performance reports.

Confident in coaching and developing frontline teams.

Strong communication and stakeholder-management skills.

Comfortable working with external professionals and senior stakeholders.

Strong English communication skills are required. Mandarin/Chinese is a strong advantage due to the nature of the role.

Experience in launching a new outlet, new concept or pioneer team will be highly advantageous.

Independent, hands‑on and adaptable, with the ability to make decisions and solve problems in a fast‑moving environment.

Positive, resilient and customer‑focused with a strong sense of ownership.

Why Join Us?

Be part of a new premium head spa concept from day one.

Opportunity to shape the outlet’s team culture, service standards and operating practices.

Lead a pioneer team and make a visible impact on the success of the new business.

Exposure to premium wellness and professional treatment concepts.

Work closely with experienced internal teams and professional practitioners.

Opportunity to grow with a developing wellness brand and Group.

This role is ideal for someone who…

Doesn’t just want to manage an existing outlet — but wants to build one, lead the team and make it successful.

If you are a hands‑on Branch Manager who enjoys people leadership, premium customer experience and commercial growth, we’d love to hear from you.

At HerbaLine Wellness Group (HWG), we are dedicated to revolutionizing the wellness experience by seamlessly blending relaxation, nourishment, and luxury. Our exceptional offerings include a premier facial wellness spa, a thoughtfully curated selection of healthy, organic cuisine, and an exclusive wellness hotel—each carefully designed to foster holistic well‑being.

At HWG, we offer more than just a destination—we offer a transformative experience that elevates every aspect of your well‑being. Whether you’re seeking a rejuvenating retreat, a health‑focused getaway, or a long‑term stay, we are here to provide exceptional service in an environment designed to nurture vitality.

At HerbaLine Wellness Group (HWG), we are dedicated to revolutionizing the wellness experience by seamlessly blending relaxation, nourishment, and luxury. Our exceptional offerings include a premier facial wellness spa, a thoughtfully curated selection of healthy, organic cuisine, and an exclusive wellness hotel—each carefully designed to foster holistic well‑being.

At HWG, we offer more than just a destination—we offer a transformative experience that elevates every aspect of your well‑being. Whether you’re seeking a rejuvenating retreat, a health‑focused getaway, or a long‑term stay, we are here to provide exceptional service in an environment designed to nurture vitality.