Operation Manager

Mô tả Công việc

1. Clinic Operations Management
- Supervise and coordinate the daily operations across all clinics in the system.
- Ensure all clinics comply with operational processes, cleanliness, safety, and PPP brand service standards.
- Monitor and optimize customer flow, minimize waiting time, and maintain maximum service capacity.
- Ensure services are delivered on time, providing the best customer experience.
- Manage communication between the clinics and the office to ensure effective work operations.

2. Inventory & Product Management
- Ensure sufficient inventory of consumables, treatment products, and medical devices required for the clinics.
- Manage minimum and maximum stock levels, expiry dates, and control the process of goods entry, exit, and stock-taking.
- Approve inventory replenishment requests and organize periodic stock checks.
- Coordinate with the procurement department to ensure timely and accurate supply, avoiding operational disruptions.

3. Operations Audit & Compliance at Clinics
- Conduct regular audits to ensure compliance with SOPs, treatment room standards, hygiene, and customer records.
- Record violations, propose solutions, and track the progress of corrective actions until completion.
- Ensure all activities and clinics comply with medical regulations, treatment safety standards, and PPP brand standards.

4. Redemption Control & Treatment Package Management
- Supervise the redemption process for all purchased treatments and packages to ensure accuracy, with no discrepancies in the transaction/treatment history on CRM.
- Control daily redemption scheduling and the execution process at the clinics.
- Identify and immediately report any abnormalities in redemption, helping adjust to meet sales targets and treatment package renewals.

5. Sales Planning Based on CRM
- Analyze CRM performance at each clinic and set appropriate sales targets and treatment session quotas.
- Develop plans to boost revenue through activities such as selling new treatments to existing customers, renewing and upgrading treatment packages.
- Reactivate old customers and improve conversion rates from trial customers or consultations.
- Coordinate with the Business Development department to build revenue-boosting strategies aligned with the clinic's operational capacity.

6. Monitor Daily Planner
- Review and supervise the daily work plans for clinics, including staff allocation, task checklists by shift, customer appointments, and operational capacity.
- Ensure that the approved plans are executed properly, resolving any arising issues promptly.
- Monitor timekeeping, discipline, and staff readiness to serve.

7. Supervise Quality of Free Trials & New Customers
- Monitor the quality of service for trial and new customers.
- Track and assess the quality of free trial services and first-time visits for new customers.
- Ensure that the consultation, examination, skin analysis, treatment plan creation, and sales processes meet the required standards.
- Monitor conversion rates from trial programs for customers and coordinate with the Business Development department to build post-trial customer care strategies.

8. Staff Training & Development
- Train new and current staff on SOPs, redemption processes, CRM usage, service quality standards, and quality control procedures.
- Track and evaluate staff KPIs related to conversion rates, sales performance, and treatment sessions.
- Organize additional training courses to help develop skills in staff and ensure service quality is always up to standard.

9. Reporting & Continuous Improvement
- Prepare weekly and monthly reports on activities such as sales, treatment sessions, trial customer quality, and conversion rates.
- Propose process improvement solutions and strategies to optimize operational efficiency, reduce costs, and enhance customer satisfaction.

10. Inter-Department Coordination

- With Marketing: Ensure smooth operations in customer acquisition campaigns, events, and promotions.

- With HR: Recruitment, training, discipline control, shifts, and labor compliance.

- With Finance: Control operational costs and optimize branch budgets.

- With Medical Team: Update treatment plans, procedures, and new medical standards.

Yêu Cầu Công Việc

1.  Academic Background

• Graduated with a degree in Economics, Finance, Business, Operations Management, or a related field.
• Preference will be given to candidates with international qualifications.

2.  Experience

• At least 5 years of experience in the position of Operation Manager / Assistant Manager in the aesthetics, clinic, medical spa, or luxury service industry.
• Experience managing multiple branch systems is a significant advantage.

3.  Personalities

• Ability to organize, supervise, and control operational processes across branches, and assess risks.
• Skills in analyzing operational data and making quick decisions.
• Communication, training, and problem-solving skills – especially in handling customer complaints
• Leadership skills and the ability to develop a multi-role team.
• Planning skills, optimizing resources, and controlling costs.
• Ability to solve problems quickly, accurately, and according to procedures.
• Brand image control and ensuring PPP service standards.
• Proficient in using CRM, reporting tools, and operational software.
• Fluent in English: listening, speaking, reading, and writing.