Branch Manager

HerbaLine Global Wellness Group; Selangor; On-site; MYR 200,000 - 250,000; Full time

Job summary

A premier wellness company in Selangor, Malaysia, is seeking a Branch Manager for the new Aura Head Spa. This leadership role encompasses overseeing the successful launch and operation of the outlet, ensuring service excellence and team development. The ideal candidate will have 3–5 years of experience in spa operations, including at least 2 years in a supervisory capacity, with a strong emphasis on customer service and performance management. This fast-paced position demands a hands-on leader ready to create a premium experience for customers.

Qualifications

• 3–5 years of experience in spa/beauty wellness operations, with 2 years in a managerial role.
• Strong understanding of service SOP and team leadership.
• Experience in premium wellness concepts is preferred.

Responsibilities

• Lead end-to-end launch readiness and establish operating rhythm for the outlet.
• Own outlet performance and deliver agreed KPIs.
• Ensure consistent customer experience and lead the outlet team.

Skills

Team leadership

Customer service excellence

Sales performance management

Stakeholder management

Communication skills

Job description

The Branch Manager is accountable for the successful launch and operation of Aura Head Spa to premium service standards. This is a pioneer/launch role responsible for establishing outlet readiness, operating rhythm, team capability, and early-stage performance ramp-up. The role leads day-to-day operations, service excellence, people leadership, and commercial performance, and liaises with Doctors/Traditional Chinese Medicine (TCM) Practitioners from China and internal stakeholders to ensure approved protocols and brand standards are executed consistently.

Key Responsibilities:

Pioneer / Launch & Set-Up

Lead end-to-end launch readiness (pre-opening checklist, facility and room set-up, equipment/product readiness, staffing readiness, workflow design).

Establish the initial operating rhythm and governance for the outlet (cadence, reporting, controls, escalation).

Drive early-stage performance ramp-up through structured KPI tracking, rapid gap identification, and corrective actions.

Business & Performance Management

Own outlet performance and deliver agreed KPIs (revenue, treatment mix, package conversion, retail attach rate, customer retention, productivity).

Prepare weekly/monthly performance reporting, action plans, and improvement initiatives.

Work with Management on pricing, promotions, and growth strategy aligned to brand positioning.

Operations & Service Excellence

Lead daily operations (roster planning, manpower allocation, stock readiness, facility standards, customer flow).

Establish and enforce service SOPs, hygiene standards, safety protocols, incident escalation procedures and documentation/record-keeping standards.

Ensure consistent customer experience across consultation, treatment delivery, aftercare, and complaint resolution.

Liaise professionally with Doctors/TCM Practitioners from China and support implementation of approved treatment concepts into operational protocols.

Translate professional guidance into practical service steps, staff training materials, contraindication guidelines, and customer consultation scripts.

Ensure claims and recommendations are communicated responsibly and in line with management directives.

Lead, coach, and develop the outlet team (therapists/beauticians/consultants/frontline), fostering accountability and service mindset.

Conduct onboarding, skills assessments, refresher training, and performance coaching with documented follow-up.

Work with HR on recruitment needs, interview participation, and staffing plans.

Quality Control & Compliance

Ensure equipment is used correctly, maintained, and recorded per guidelines; coordinate servicing and preventive maintenance.

Customer Relationship & Brand Building

Handle high-touch customer engagement, service recovery, and VIP experience standards.

Collaborate with Marketing/Operations on campaigns, content support, and customer engagement activities as required.

Requirements:

Minimum 3–5 years of relevant experience in spa/beauty wellness operations, with at least 2 years in a supervisory/managerial capacity.

Strong understanding of service SOP, team leadership, customer service excellence, and sales performance management.

Experience in premium wellness concepts (scalp care, hair/scalp therapy, facial/spa programs) is highly preferred.

Strong communication and stakeholder management skills; able to liaise with external professionals confidently.

Independent, decisive, and resilient—able to lead a new outlet/project with minimal handholding.

Commercial mindset: comfortable working with targets, reporting, and continuous improvement.

Strong training capability: able to structure learning plans and uplift team performance.

Strong English communication required; Mandarin/Chinese communication is a strong advantage (due to liaison needs).

Prior experience in outlet launch/start-up, new concept implementation, or pioneer team set-up will be a strong advantage.

Hands‑on, adaptable, and comfortable working in a fast‑changing start‑up environment.

Unlock job insights

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What’s your expected monthly basic salary?
• Do you have experience in a sales role?
• Which of the following languages are you fluent in?
• How would you rate your English language skills?
• How many years' experience do you have as a manager / team lead?
• Which of the following Microsoft Office products are you experienced with?
• How would you rate your Mandarin language skills?