Salon Branch Manager

Collaborate continuously with Salon Staff and ensure they effectively and consistently conduct their duties according to the top standards required

Communicate regularly with Salon Staff, hear their feedback, and update them on areas including the latest marketing promotions, group policies and procedures

Ensure to address the needs and concerns of branch staff, and as required, that they align with the Operations Manager and HR for any staff incidents

Manage Salon Staff scheduling and vacation plans

Support the Operations Manager in the performance management cycles for Salon Staff, as well as other incentive programs such as the Branch Nail Station Star of the Month

Work closely with the Salon Operations Manager and HR on areas including Salon Staff recruitment, trainings, and incidents, and ensure that HR policies are adhered to

Review and analyze branch performance including actual sales vs. targets, actual retail sales vs. targets, average customer ticket size, customer retention, average service time, employee utilization rate, customer satisfaction rate, stock reports, etc.

Identify gaps and trends in performance, and discuss recommendations to improve results with the Operations Manager

Implement agreed upon recommendations to improve performance of the Salon

Share ideas with the Operations Manager about beauty industry activities and trends, and maintain up to date knowledge of competitors

Ensure the branch is efficiently and effectively managed, from cleanliness of the branch, to the service quality provided across salon departments, to how customers are served, to how products are displayed and used, etc.

Ensure an accurate customer database is entered in the system with the required customer fields (including First Name, Last Name, Mobile Number, Service and Products Purchased)

Ensure the delivery of an exceptional customer experience in the Salon branch, through the continuous review and improvement of how services are being delivered, from the moment customers walk in, to the moment they pay and leave

Align and provide the necessary support and input to the CRM team in their Call Center and Chat responses to customers

Receive and address escalated customer complaints escalations in a timely manner

Ensure Branch Salon Staff are up to date with the latest Salon services and products

Ensure technicians provide the highest service quality and care for their customers

Collaborate with the Marketing team on a frequent basis to align on and provide them with recommendations on social media posts, services and products promotions, packages, suppliers marketing collaborations, seasonal events, etc.

Collaborate closely with the Operations Manager to ensure the required products are purchased and replenished in the salons in a timely manner

Requirements

Bachelor's degree in Business Administration or related field

Proven experience in a similar role

Knowledgeable in cosmetics industry trends and products

Bilingual proficiency in Arabic and English

Demonstrated leadership abilities

Proficient in reporting, analysis, negotiation, and leadership

Strong communication, customer service, and teamwork skills

Ability to multitask, utilize computer systems, and demonstrate reliability

Upholds integrity, professionalism, and positive attitude