Key Responsibilities:
Pioneer / Launch & Set-Up

Lead end-to-end launch readiness (pre-opening checklist, facility and room set-up, equipment/product readiness, staffing readiness, workflow design).

Establish the initial operating rhythm and governance for the outlet (cadence, reporting, controls, escalation).

Drive early-stage performance ramp-up through structured KPI tracking, rapid gap identification, and corrective actions.

Business & Performance Management

Own outlet performance and deliver agreed KPIs (revenue, treatment mix, package conversion, retail attach rate, customer retention, productivity).

Prepare weekly/monthly performance reporting, action plans, and improvement initiatives.

Work with Management on pricing, promotions, and growth strategy aligned to brand positioning.

Operations & Service Excellence

Lead daily operations (roster planning, manpower allocation, stock readiness, facility standards, customer flow).

Establish and enforce service SOPs, hygiene standards, safety protocols, incident escalation procedures and documentation/record-keeping standards.

Ensure consistent customer experience across consultation, treatment delivery, aftercare, and complaint resolution.

Protocol Development & Professional Liaison (Doctor/TCM)

Liaise professionally with Doctors/TCM Practitioners from China and support implementation of approved treatment concepts into operational protocols.

Translate professional guidance into practical service steps, staff training materials, contraindication guidelines, and customer consultation scripts.

Ensure claims and recommendations are communicated responsibly and in line with management directives.

People Leadership & Training

Lead, coach, and develop the outlet team (therapists/beauticians/consultants/frontline), fostering accountability and service mindset.

Conduct onboarding, skills assessments, refresher training, and performance coaching with documented follow-up.

Work with HR on recruitment needs, interview participation, and staffing plans.

Quality Control & Compliance

Conduct regular QA checks (treatment steps, consultation quality, documentation accuracy, customer feedback tracking).

Ensure equipment is used correctly, maintained, and recorded per guidelines; coordinate servicing and preventive maintenance.

Customer Relationship & Brand Building

Handle high-touch customer engagement, service recovery, and VIP experience standards.

Collaborate with Marketing/Operations on campaigns, content support, and customer engagement activities as required.

Requirements:
Minimum 3–5 years of relevant experience in spa/beauty wellness operations, with at least 2 years in a supervisory/managerial capacity.

Strong understanding of service SOP, team leadership, customer service excellence, and sales performance management.

Experience in premium wellness concepts (scalp care, hair/scalp therapy, facial/spa programs) is highly preferred.

Strong communication and stakeholder management skills; able to liaise with external professionals confidently.

Independent, decisive, and resilient—able to lead a new outlet/project with minimal handholding.

Commercial mindset: comfortable working with targets, reporting, and continuous improvement.

Strong training capability: able to structure learning plans and uplift team performance.

Strong English communication required; Mandarin/Chinese communication is a strong advantage (due to liaison needs).

Prior experience in outlet launch/start-up, new concept implementation, or pioneer team set-up will be a strong advantage.

Hands-on, adaptable, and comfortable working in a fast-changing start-up environment.