Center Head

4 weeks ago

Ras alKhaimah, United Arab Emirates EOS Recruitment Full time

**Position**: Center Head
- **Location**: Ras-Al-Khaimah

**Industry** -Beauty and wellness

The beauty and weight management services Centre Head is overall responsible for all financial & operational success metrics of the center, including year-on-year growth. He/she is responsible for managing & leading the center team to deliver service excellence alongside great customer experience. The development of each team member as per their individual career aspirations will be the sole responsibility of the center head.

**Reports** to Business / Area Head

**Position Supervised
- **Direct Reportees - ACH, WC, Sales Head, CCE, Slimming & Beauty Head, Derma & Laser Tech. / Nurses Indirect Reportees - Remaining Slimming & Beauty team.

**Responsibilities**

(The responsibilities include but are not limited to the following)

Financial responsibilities

Sales and Profitability Achievement
- To achieve the overall revenue target assigned to the center as per the business plan.
- To achieve revenue per employee goals along with revenue per square feet goals
- To increase the targeted number of new customers enrollments YoY
- To ensure growth in each service & product category
- To analyze the operational costs to deliver the operating margin (OM) target.
- To regularly monitor sales and report to the Business / Area Head
- To ensure that the achievement is regularly cascaded to the team.
- To outline an action plan to bridge the gaps.
- To implement the plan after requisite approvals from the Business / Area head
- To monitor all financial matters relating to all categories in accordance with operational SOPs/ Guidelines
- To ensure center revenue is increased by skilling the team to cross-sell & upsell.
- To ensure resource and capacity utilization is optimized for an aligned center.
- To ensure the accuracy of all relevant financial and operational data that is maintained/reported.
- To meet personal sales targets as assigned along with the above goals for the center.

Financial Reports
- To ensure accuracy in maintaining all financial and operational data
- To report on the opening and closing of center cash and daybook to the finance team
- To validate & approve the MIS report prepared by the aligned center accountant.
- (Post validation share the MIS report with the management team)
- To validate and action the monthly review reports (including the monthly PMS analysis)

Center Management
- To ensure day-to-day operations of the center are planned well in advance
- To manage the daily roster of the team keeping customer appointments in mind
- To ensure that the rotation book is maintained keeping the staff rotation policy in mind
- To ensure that the annual leave planning for the team is done at the beginning of the year
- To ensure the daily center head checklist is followed.
- To ensure that the center reception delivers a great customer experience.
- To ensure that the responsibilities of the CCE team w.r.t. Appointment Planning is delivered par excellence.
- To ensure that the ambiance of the center followed Center Ambience policy.
- To ensure that the team follows our Grooming policy.
- To ensure that the external housekeeping team follows the protocols.
- To ensure that the team always is calm, and polite and uses credible words during client interaction and escalations.

Service Delivery
- To ensure customers achieve committed results via the highest standards of excellence.
- To ensure follow-up with all clients, with a special focus on irregular clients
- To connect personally with all clients, especially those with slow progress in any services/treatments
- To seek technical guidance for all unsuccessful & regular clients as from dept heads/area category head
- To seek guidance from dept heads prior to booking prospects with complicated medical conditions
- To ensure resolution to all client complaints by proactively studying the potential causes of complaints in fair compliance of SOP not more than 2 days and where the support team is involved not more than 7 days
- To counsel regular clients who could not complete the package by encouraging them to do the needful within the validity period
- To seek guidance from the Business / Area head for transfers/conversions of clients’ program
- To ensure that the credit note is raised prior 2 working days prior to client approaching the concerned center.

Inventory and Stock Management
- To ensure sufficient inventory is available at the center to avoid being out of stock
- To study stock ordering vs sales of services, consumption levels etc.
- To seek assistance for delays in stock delivery such as linen, documents, appliances etc.

Event Management
- To conduct indoor & outdoor events to increase new customers’ footfall to the center.
- To partner with local communities/corporates to conduct our events.
- To ensure that the events are well planned & promoted in advance with the customers.
- To ensure each event has a return on investment per our mandat

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