Sales & Operations Manager

Porcelain Pte Ltd; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A leading beauty and wellness company in Singapore is seeking a Spa Sales & Operations Lead to oversee sales performance and operational excellence across branches. The ideal candidate will have a minimum of 3-5 years' experience in retail or the beauty/wellness industry, with strong leadership skills to drive team capabilities and ensure high-quality client experiences. Responsibilities include managing sales targets, maintaining service standards, and coaching frontline staff. This hands-on role requires engagement with clients and staff alike, ensuring a positive atmosphere.

Qualifications

• Minimum 3-5 years of experience in retail or beauty/wellness industry.
• At least 2 years in a leadership role.
• Proven ability to drive sales and achieve business targets.
• Ability to work weekends and public holidays.

Responsibilities

• Drive daily, weekly, and monthly sales performance.
• Ensure operational discipline and SOP adherence.
• Manage manpower, scheduling, and resource allocation.
• Handle complaints and feedback with fast resolution.

Skills

Sales leadership

Team management

Customer service

Problem-solving

Communication skills

Job description

Role Overview

This role combines strong sales leadership with full operational oversight of assigned branches. The Spa Sales & Operations Lead will:

• Drive daily, weekly, and monthly sales performance
• Coach and uplift frontline sales capabilities
• Ensure operational discipline and SOP adherence
• Manage manpower, scheduling, and resource allocation
• Maintain top‑tier client experience and service delivery
• Coordinate promotions, campaigns, and in‑store execution

This is a hands‑on, on‑the-ground role requiring constant engagement with teams, clients, store issues, and sales drivers.

Key Responsibilities

1. Sales Leadership & Daily Performance Management (40%)

• Own branch sales targets and monthly revenue delivery.
• Lead daily sales huddles to align goals and address sales gaps.
• Coach Beauty Advisors & Therapists on:
  • Consultative selling
  • Upsells & cross‑selling
  • Building sales confidence
• Execute in‑store promotions, bundles, and campaigns.
• Ensure disciplined client follow‑ups (WhatsApp/calls) for conversions.
• Analyse daily sales reports and intervene immediately where needed.

2. Operational Oversight & Store Excellence (30%)

• Oversee daily store operations and ensure everything runs smoothly.
• Manage scheduling, roster planning, and manpower allocation.
• Ensure SOP compliance (service, hygiene, safety, workflow).
• Oversee store cleanliness, ambience, and equipment maintenance.
• Resolve service lapses or operational issues promptly.
• Vet promotions and ensure proper in‑store alignment.
• Conduct weekly operational reviews with staff.

3. Client Experience & Customer Retention (20%)

• Ensure consistent "Porcelain standard" service delivery.
• Handle complaints and feedback with fast resolution.
• Review customer journey flows and suggest improvements.
• Track follow‑ups, client satisfaction, and recovery actions.
• Engage high‑value, lapsed, or churn‑risk clients.

4. Team Development & People Leadership (10%)

• Conduct weekly 1:1 coaching sessions.
• Build staff capabilities in service, sales, and soft skills.
• Partner with Training team on upskilling needs.
• Identify performance gaps and create improvement plans.

Role Requirements

Minimum 3-5 years of experience in retail or beauty/wellness industry, with at least 2 years in a leadership role.

Strong leadership, team management, and customer service skills.

Proven ability to drive sales and achieve business targets.

Excellent problem‑solving and decision‑making abilities.

Strong communication and interpersonal skills.

Ability to work weekends and public holidays, as required by retail operations.