This is a great opportunity to join one of the country’s technology-advance and modern wellness companies.
Company Confidential
Industry: Health, Wellness & Fitness
Overall purpose and responsibilities of the role:
The Area Manager will oversee 7 branches in the north, ensuring strong operational performance, excellent customer service, and compliance with company standards. The role includes developing Branch Managers, managing inventory, and driving sales retention, customer satisfaction, and complaint resolution.
Duties and Responsibilities:
Responsible for the leadership in the North area of the business.
- Will oversee 7 branches. Each branch has approximately 10–11 employees.
- Oversee operations across the assigned branches, with responsibility for operational quality, staff performance, and sales targets.
- This includes coaching and developing branch managers/supervisors and actively growing their team capability.
- Liaise with facilities teams on equipment/connectivity escalations routed up from branch managers.
Responsible for the overall service delivery quality of all branches under their area.
- This includes customer experience, adherence to compliance and SOPs, incident escalation and reporting, and inventory management, as well as addressing recurring or escalated staff performance issues beyond the branch manager/supervisor level.
- Ensure consistent quality of service across all branch staff.
Responsible for area performance, which includes:
- Sales performance against monthly targets (as discussed, no lead gen requirement, only retention), with targets varying based on seasonality and staffing.
- Customer satisfaction score.
- Complaint resolution rate.
- Inquiry response rate (for inquiries received directly at the branch).
- Review performance metrics and reports, and proactively propose action plans and solutions when targets or KPIs are missed.
- Participate in group/area sales incentive programs.
- Monitor and address recurring staff performance issues (e.g., evaluation scores falling below 3 on a 5-point scale) that escalate beyond the branch manager level.
Requirements
- Minimum of 4–5 years in a similar role; 3–4 years may be considered for candidates with relevant beauty & wellness industry experience.
- Must have experience managing multiple branches or locations simultaneously, with the ability to oversee operations, teams, and performance across different sites.
- Willing to travel between branches as needed.
- Experience with sales performance management, including monitoring targets and taking proactive action when performance falls short.
- Demonstrated track record of a people-first management style, with genuine experience coaching, mentoring, and developing team members. Invested in continuous improvement and focused on fixing processes rather than simply addressing individual performance issues.
- Strong operations background, with operations being the primary focus and sales as a secondary focus.
- Demonstrated ability to review KPIs and performance metrics, identify gaps, and propose concrete action plans or solutions.
- Previous roles that were client-facing would be a big plus, although experience in the beauty & wellness industry is not required.
- Strong communication and interpersonal skills, with the ability to effectively manage and develop branch managers/supervisors.
- Proactive and solutions-oriented, with the ability to address recurring issues and work through escalations beyond the branch level.
- Familiarity with Google Suite.
- Must accommodate flexible start times (branches open between 10 AM–12 PM).
Job type: Permanent
Emp type: Full-time
Schedule:
- Shift may start anytime between 10:00 AM to 12:00 NN depending on branch needs, with 2 weekdays off.
- 2 weekdays off per week, scheduled via monthly calendar.
Location: Onsite (Office & Field work)
Industry: Health, Wellness & Fitness
Expertise: Operations. Handling multiple branches.