Operations Manager

About Expressions

Expressions is a leading provider of beauty and wellness services in Singapore, offering slimming, hair removal, and facial treatments. We are committed to delivering real results and excellent customer service in a supportive, dynamic workplace.

Job Purpose

The Operations Manager (Beauty) is responsible for overseeing all daily operational activities, ensuring high standards of service and sales performance across the company. This role leads the team to maintain staff engagement, enforce service protocols, and consistently deliver on sales targets. The Operations Manager plays a key part in driving operational excellence and supporting business growth. We are also looking for someone who is flexible and open to taking on other tasks as needed to support the company’s objectives.

Who We’re Looking For

• We are looking for an Operations Manager (Beauty) who is:
• Honest and trustworthy, always acting with integrity and transparency.
• A strong problem-solver who approaches challenges with a solutions-oriented mindset.
• Responsible and accountable, taking full ownership of their duties and delivering results reliably.
• Flexible and adaptable, willing to take on new or additional tasks when required.
• Committed to building a positive culture and supporting staff and business growth.

If you take pride in your work, are hands-on in addressing issues, and set high standards for yourself and others, we want to meet you.

Key Responsibilities

1. Outlet & Service Management

• Oversee the daily operations of all outlets to maintain high service standards and efficient workflows.
• Enforce and monitor service protocols and Standard Operating Procedures (SOPs) for all treatments and front desk activities.
• Supervise customer appointments, staff deployment, and overall customer flow.
• Audit and manage customer records (e.g., customer cards or CRM system) to ensure all customers are properly accounted for, records are accurately maintained, and data in each outlet matches the company system.
• Ensure all outlets actively follow up with customers using the customer record system, promptly addressing any gaps or issues.
• Address and resolve customer complaints promptly, ensuring effective service recovery.
• Oversee customer service standards, ensuring a positive and consistent client experience across all outlets.

2. Staff Scheduling & Supervision

• Prepare and manage duty rosters to ensure adequate staffing levels at all times.
• Supervise outlet managers, beauticians, therapists, and front desk staff throughout daily operations.
• Provide real-time coaching, guidance, and support on service-related matters.
• Collect and submit written feedback on staff performance to HR.
• Address and resolve staff grievances promptly and professionally.

3. Technical Training & Service Skills Development

• Organize, conduct, and document technical and service skills training for all operational staff (e.g., slimming, facial, hair removal, equipment use).
• Appoint and oversee Senior Therapist/Trainer for hands-on training and competency assessments.
• Maintain accurate records of training completion and staff competency levels.

4. Inventory, Facility & POS Management

• Manage inventory and stock levels for treatment products, consumables, and equipment.
• Oversee the operation and troubleshooting of POS (Point-of-Sale) systems at all outlets, ensuring accurate transaction processing and daily sales reconciliation.
• Coordinate equipment servicing, repairs, and maintenance of terminals and outlets.
• Ensure compliance with health, safety, and hygiene standards at all locations.

5. Sales & Performance Monitoring

• Draft and implement monthly sales targets for consultants in alignment with overall business objectives.
• Track and report on daily, weekly, and monthly sales performance and service KPIs for each outlet.
• Motivate and guide staff to achieve sales targets through upselling and service excellence.
• Implement new service protocols and promotional activities as directed by management.

6. Reporting & Communication

• Prepare and submit operational, sales, and incident reports to management.
• Escalate staff misconduct or serious issues to HR via written reports (not involved in disciplinary action or payroll matters).
• Liaise with HR for manpower planning, including approved headcount and leave updates.

7. Professionalism & Integrity

• Maintain high ethical standards, confidentiality, and professionalism in all dealings.
• Uphold company values, confidentiality, and professional standards at all times.

Requirements

• Degree in Business, Operations, Beauty Management, Hospitality, or a related field.
• Minimum 5 years of operations management experience, preferably in the retail, FMCG and beauty industry.
• Strong leadership, staff supervision, and problem-solving skills.
• Excellent organizational and communication abilities.
• Willingness to travel between outlets as required.
• Strong knowledge of SOPs, service protocols, and health/hygiene standards (beauty/wellness industry focus).
• Detail-oriented, well-organized, and able to multitask.
• Able and willing to travel between outlets and work weekend or public holidays if neededl between outlets and work weekend or public holidays if needed

We welcome applications from all qualified candidates. Shortlisted candidates will be contacted for further discussions.