JD05 - Center manager

Info

Location: Leor Clinic
Reports to: Founder
Direct reports: Relationship Manager, Floor Manager, Skin Practitioners VERIFY: and the rest of the center team? (question R22)
Schedule: 6-day work week, variable day off VERIFY: same for all center roles? (question R23)
Task list: TASK Center manager

Purpose

The Center Manager runs the center like its CEO. The role leads the center team and owns the center's sales, client experience and results.

Key responsibilities

  • Leads the center team by example. Sets the day's focus, gives work to the right people, and keeps the team disciplined and motivated.
  • Owns the center's sales and profit. Closes treatment plans with new clients, gives each new client a Relationship Manager, decides when discounts may be used, and reviews sales every week.
  • Protects the client experience. Takes over complaints, calls back unhappy clients the same day, and keeps improving how clients are welcomed and cared for.
  • Handles the center's people matters: hiring, leave planning, and the team's hygiene and presentation. VERIFY: question T6
  • Leads the Daily Huddle, Center Pulse and Weekly Center Meeting, and passes on what the center cannot solve.
  • Solves problems in the center, and escalates only crucial matters to the Founder, such as discounts above 15%. VERIFY: what else needs the Founder's approval (question A20)
  • Works with the Marketing Manager on center campaigns, promotions and tech.

Performance expectations

  • The center is judged on sales, profit, client scores and mystery audit scores.
  • Clients are happy and recommend Leor to others.
  • The center runs the Leor way every day, also when the Center Manager is not there.
  • The Founder hears about crucial problems early, and about small ones not at all.
  • The team is stable and every person knows what is expected of them.

Requirements

Essential

  • Has led a team in a client-facing business and given work to others successfully.
  • Builds good relationships with clients and staff alike.
  • Takes action without waiting to be told, and knows what must go to the Founder.
  • Cares about clients and staff, and keeps improving the client experience.
  • Holds the team to standards with discipline and fairness.
  • Reads sales and business numbers and acts on them.
  • Comfortable using a computer, WhatsApp and clinic software like Zenoti.

Preferred

  • Experience in the aesthetics or skin clinic industry.
  • Experience managing a salon, or a background in hospitality management.
  • Can speak English, Hindi, and the local language.