Operations Manager

Role & responsibilities

Job Title: Operations Manager
Job Location: Hyderabad Reporting to: Managing Director

Job Type: Full-time

Key Responsibilities

A. Operations & Service Excellence

• Ensure smooth daily operations across all branches with consistent adherence to SOPs.
• Conduct regular salon audits covering hygiene, service quality, ambiance, retail display, equipment, and safety standards.
• Implement standardized processes across all units to maintain premium brand experience.
• Monitor appointment flow, TAT for services, and overall client journey experience.
• Ensure all licensing, statutory compliance, and safety norms are followed.

B. Revenue & Business Performance

• Own P&L for all branches; track revenue, expenses, profitability, and workforce efficiency.
• Develop branch-wise weekly and monthly sales plans in collaboration with branch managers.
• Drive upselling, cross-selling, and retail revenue through training and performance management.
• Analyze performance reports and take corrective actions to achieve business targets.
• Plan and execute promotional activities, membership drives, and local marketing initiatives.

C. People & Team Management

• Manage, mentor, and lead Branch Managers, Front Desk teams, Stylists, Beauty Therapists, and Support Staff.
• Conduct manpower planning ensuring optimal staffing across all outlets.
• Implement performance appraisal systems and incentive structures.
• Ensure continuous staff training on service standards, grooming, communication, and technical skills.
• Build a positive work culture with high morale and low attrition.

D. Customer Experience & Relationship Management

• Resolve escalated customer complaints promptly; maintain premium customer delight standards.
• Regularly review client feedback, ratings, and service audits to enhance experience.
• Interact with VIP/HNI clients when required to ensure personalized service.

E. Inventory & Vendor Management

• Supervise stock levels, product ordering, and consumption across branches.
• Ensure zero pilferage, proper product storage, and monthly stock reconciliation.
• Manage vendor relationships and negotiate for better rates and timely supplies.

F. Infrastructure & Maintenance

• Ensure all equipment, tools, and salon facilities are well-maintained and functional.
• Coordinate with facility management teams for repairs, upgrades, and AMC compliance.
• Maintain premium ambiance standards across all outlets.

Required Skills & Competencies

• Strong leadership with multi-location team management experience.
• Deep understanding of salon/spa operations and service protocols.
• Excellent communication, customer service, and complaint-handling skills.
• Strong analytical and problem-solving skills.
• Ability to work under pressure while maintaining high service standards.
• Knowledge of inventory systems, POS software, CRM tools, and basic financial reporting.

Preferred candidate profile

• Graduate in any discipline; MBA preferred.
• 5 years of Similar experience in salon/spa/beauty/wellness/hospitality operations.
• Experience managing multiple branches is highly preferred.
• Exposure to premium or luxury service brands is an added advantage.

Personality Attributes

• Presentable with strong grooming standards.
• High emotional intelligence and people-centric mindset.
• Proactive, disciplined, and detail-oriented.
• Ability to multi-task and handle operations across multiple locations.
• Strong ownership and accountability for business outcomes.