Spa Sales & Operations Manager

Porcelain Pte Ltd; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

A leading spa and wellness company seeks a Branch Sales & Operations Manager to oversee multiple sites. You will drive sales excellence, operational precision, and foster a thriving team culture while translating the business's vision into tangible results. This role combines leadership and strategic management in a client-focused environment, emphasizing operational excellence.

Qualifications

• Minimum 5 years operations experience in Beauty/Spa industry.
• 3 years managing teams required.
• Familiarity with CRMs and strong digital proficiency necessary.

Responsibilities

• Lead branches, focusing on sales growth and operations.
• Develop sales projections and marketing strategies.
• Ensure compliance with operational procedures.

Skills

Leadership

Communication

Problem-solving

Data analysis

Customer experience

Tools

CRM

Workflow Management Systems

MS Office (Word, Excel, PowerPoint)

Job description

Job Description

At Porcelain Skincare, our vision is to be every guest's lifelong skin-health partner, blending science, human touch, and smart-spa technology to create transformative results and meaningful relationships. As our Branch Sales & Operations Manager (Multi-Site Spa), you will be the on-ground custodian of that vision, turning strategy into daily moments that delight, heal, and inspire. You will lead two flagship branches as mini-businesses, orchestrating sales growth, service excellence, and operational precision while nurturing a culture where the team can thrive and advance.

Ultimately, your mission is to translate Porcelain's purpose of building lifelong relationships through skincare into consistent revenue growth, unwavering customer loyalty, and an engaged, future-ready team, positioning our spas as the benchmark for modern, results-driven wellness across the region.

Responsibilities & Duties:

1. People & Coaching
2. Lead, schedule, and mentor therapists, consultants, and a spa coordinator (approx. 20 pax).
3. Run weekly coaching clinics on consultative selling & service etiquette.
4. Deliver quarterly reviews and personalized development plans; surface successors for senior therapist / supervisor roles.

1. Sales Planning & Mechanics
2. Build rolling 3-month sales projections per branch; translate into weekly booking, attach-rate, and membership targets.
3. Design simple promos/loyalty mechanics (within HQ guidelines) to lift trial-to-package conversion and rebooking.
4. Partner with Marketing on local activations and content hooks; track ROI.

1. Premium Customer Experience
2. Own the last mile for any escalated client case; close the loop within 48 hours and log learnings.
3. Run monthly mystery-shopper debriefs and micro-train the team on gaps.

1. Operational Excellence & Compliance
2. Maintain 100% adherence to SOPs (front desk, treatment protocols, cash handling, hygiene) and update playbooks when processes change.
3. Liaise with landlords on inspections, fittings, licenses, and signage; ensure zero breaches.
4. Plan and track preventive maintenance, repairs, and CapEx requests; keep both branches showroom-ready every day.

1. Inventory & Cost Control
2. Forecast and order retail + treatment consumables; keep shrinkage in check.
3. Verify payroll, attendance, and incentive calculations before submission.

1. Communication & Reporting
2. Lead daily huddles and fortnightly branch performance meetings.
3. Present a concise Monthly Business Update to MD & Deputy GM: wins, gaps, next-month game plan.

Job Requirements:

• Minimum 5 years of operational experience in the Beauty/Spa/Luxury Retail or Hospitality industry.
• Minimum 5 years of experience working in teams and 3 years managing people.
• Familiar with CRMs and Workflow Management Systems.
• Digitally proficient with MS Office applications (Word, Excel, PowerPoint).
• Excellent leadership, communication, and interpersonal skills.
• Experience in strategic planning and data analysis.
• Strong problem-solving and decision-making skills.
• Experience in risk management and performance management.
• Knowledge of skincare and spa industry trends and best practices is a plus.
• People-focused manager who is a hands-on leader and can walk the talk.
• Strong eye for detail and experience.