Salon Branch Manager

Job Description

• 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

• 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