Center Head

Company Description

VLCC is a renowned beauty and wellness brand with over 33 years of experience in providing science-backed beauty solutions. Our expert care and innovative solutions empower individuals to unlock their true beauty and confidence. With a team of skilled professionals, VLCC offers comprehensive services and products tailored to unique needs, guiding individuals towards a better version of themselves.

Role Description

This is a full-time on-site role for a Center Head located in Tiruppur at VLCC. The Center Head will be responsible for overseeing the day-to-day operations of the center, managing a team of professionals, ensuring high-quality service delivery, and driving business growth through effective leadership and customer satisfaction.

Key Technical Responsibilities

Centre Operations Oversight

• Ensure smooth functioning of all administrative, operational, and technical aspects of the centre, with a focus on Slimming and Beauty sections.
• Monitor optimum capacity utilization and service quality to enhance client satisfaction and retention.

Client Management

• Documentation: Ensure timely and accurate filling of Client Programme Records and other required documents; monitor software entries and correct discrepancies.

• Client Progress: Regularly track client results; coordinate with teams and R&D to address slow progress or lack of results.

• Zero Sessions: Monitor and ensure all zero sessions are conducted per SOP and within stipulated timelines.

• Client Follow-ups: Monitor irregular clients and ensure follow-up, especially for VIPs and doctors.

• Unsuccessful Regular Clients:
  Provide counseling, implement technical inputs, and coordinate with R&D to minimize Unsuccessful but Regular (USR) clients.

• Validity Monitoring: Track program validity; counsel clients who are unable to complete their package within validity.

Transfers/Conversions:

Complaints Handling: Resolve client complaints promptly—within 48 hours at the centre level, or 7 days with corporate involvement—following the Customer Complaint SOP.

Coordination with Corporate Office

• Maintain regular communication with the Corporate and Zonal teams for updates, stock availability, equipment, and escalations.
• Implement corporate guidance for handling complex or medically contraindicated cases.
• Ensure implementation and compliance of corporate policies and SOPs.

SOP Execution & Compliance

• Drive SOP adherence across departments with regular technical audits and staff reviews.
• Take corrective actions and communicate deviations to Corporate.
• Coordinate with R&D for SOP clarifications and support.

Training & Development

• Identify staff training needs and report to R&D (fresher, refresher, advanced, skill gap, etc.).
• Ensure compliance with Training Nomination SOP and required documentation.
• Monitor and submit feedback forms post-training for all relevant profiles.
• Promote mentoring and development among staff for skill enhancement.

Performance Monitoring & Reporting

Appointment Planner: Optimize infrastructure, staff, and appliance utilization.

Daily Monitoring Format: Ensure timely and accurate completion and submission to Corporate.

Staff Management

• Assist in recruitment and technical interviews; ensure timely induction as per SOPs.
• Conduct on-the-job orientation and assessments for new staff.
• Keep Corporate informed of vacancies and training requirements.
• Monitor attrition and ensure proper contracts and documentation for all staff.
• Maintain optimum staffing levels as per operational requirements.

Sales Support

• Collaborate with Sales, Slimming, and Beauty teams to set and achieve realistic in-house sales targets.
• Monitor daily performance and strategize to meet centre sales goals.

Event Coordination

• Plan and execute two events per quarter in coordination with Corporate.
• Provide technical support and send post-event feedback.

Software & Data Management

• Ensure timely and accurate software entries.
• Submit required data to IT department within Corporate timelines.
• Act promptly on feedback received from Corporate.

Key Administrative Responsibilities

• SOP & Policy Compliance
• Drive compliance with Standard Operating Procedures and ensure ownership by the Centre Manager.
• Monitor adherence to corporate initiatives, schemes, and promotions.

Sales & Revenue

• Oversee achievement of monthly sales targets and provide strategic input to close leads.
• Analyze centre-level marketing data and share insights with Corporate and Regional Heads.

Marketing & Promotions

• Coordinate with Corporate on local marketing efforts, including promotions, advertisements, and campaigns.
• Promote corporate initiatives like WOL, family cards, and other loyalty programs.
• Monitor and act on SMS data, call centre escalations, chat inquiries, etc.

Budget & Cost Control

• Monitor monthly budgets and reduce non-essential overheads without compromising service quality.
• Optimize yield and centre capacity for maximum revenue generation.

Staff Operations

• Oversee duty rosters and recommend multitasking opportunities; coordinate relevant upskilling trainings.
• Conduct regular staff meetings (daily/monthly), address grievances, and share reports with Corporate.

Reporting & Compliance

• Submit monthly operational and financial performance reports to senior management.
• Ensure compliance with statutory obligations: PF, ESIC, Bonus, etc.
• Maintain all records (client, attendance, MIS, inventory) accurately.

Centre Maintenance & Hygiene

• Conduct regular rounds to inspect hygiene, upkeep, and functionality of equipment.
• Fill and submit monthly checklist reports to Corporate.
• Ensure cleanliness and sanitation meet brand standards.

HR & Payroll

• Explain salary structure and incentive plans to staff.
• Coordinate with HR for timely distribution of salaries and incentives.

Facility Management

• Recommend renovations, relocations, or service/machine discontinuation to Corporate.
• Monitor product consumption as per SOP, ensuring FIFO adherence.

Additional Responsibilities

• New Centre Support: Assist in pre-opening activities—floor plan finalization, appliance selection, consumables, etc.—with Corporate approval.
• Succession Planning: Identify and groom a successor as Centre Head from the existing team.

Special Focus Areas:

• Centre hygiene, cleanliness, and maintenance.
• Timely reporting of issues with corrective actions and deadlines.
• Exceptional customer service and feedback collection.
• Accurate and timely cash handling, including daily register matching and reporting discrepancies.
• Let me know if you'd like this in a downloadable Word or PDF format.

Send your CV at: Aayushi.tiwari@vlccgroup.com