Wellness Center Operations Manager

Hirehub Management Sdn. Bhd.; Kuala Lumpur; On-site; MYR 102,000 - 122,000; Full time

Job summary

Hirehub Management Sdn. Bhd. in Kuala Lumpur seeks an experienced operations leader for a wellness centre focused on preventive healthcare and longevity. You will own daily operations, lead front desk, membership and clinical support teams, and drive revenue through lead flow and memberships.

You will ensure SOPs, hygiene, PDPA compliance and safety, while planning rosters, events and vendor coordination to maintain a premium member experience.

Qualifications

• Experience leading front desk, membership, therapy and clinical support teams.
• Demonstrated ability to drive revenue through lead flow, conversions and programme mix.

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 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.

Skills

People management

Operations leadership

Staff scheduling

Customer service excellence

Job description

Hirehub Management Sdn. Bhd. in Kuala Lumpur seeks an experienced operations leader for a wellness centre focused on preventive healthcare and longevity. You will own daily operations, lead front desk, membership and clinical support teams, and drive revenue through lead flow and memberships.

You will ensure SOPs, hygiene, PDPA compliance and safety, while planning rosters, events and vendor coordination to maintain a premium member experience.