Our client is in the beauty / wellness industry.
1. Operational Excellence, Monitoring & Process Improvement
- Streamline Internal Processes: Develop, implement, and continuously refine operational procedures and best practices to boost efficiency and consistency across all clinics.
Standard Operating Procedures (SOPs): Create and maintain comprehensive manuals and guidelines that empower staff to deliver exceptional service consistently. - Performance Monitoring: Establish and track key performance indicators (KPIs) related to operational efficiency, customer satisfaction, and staff performance, and use data-driven insights to identify and implement improvements.
2. Customer Experience Enhancement
- Service Quality Leadership: Develop and execute a strategy focused on elevating the customer experience across every touchpoint—from appointment scheduling to post- treatment follow-ups.
- Customer-Centric Standards: Lead initiatives to optimize processes that directly affect customer outcomes, ensuring each visit leaves customers even more satisfied than the last.
- Continuous Improvement: Regularly review customer feedback and operational performance, guiding cross-functional teams to implement enhancements that drive customer delight.
3. People & Culture Management
- Staff Training & Empowerment: Design and implement comprehensive training programs for all levels of staff. Empower employees through clear standards, guidelines, and accountability measures to deliver outstanding service.
- Leadership Development: Mentor department managers and supervisors to build leadership capabilities and promote a culture of continuous improvement.
- Culture Building: Foster a collaborative environment rooted in excellence, innovation, and customer-centric values.
4. Facilities Management
- Oversight of Physical Assets: Manage the Facilities Department, responsible for the maintenance, construction, renovation, and overall upkeep of all clinic locations.
- Standards & Compliance: Ensure that all facilities are maintained to the highest standards to support a premium customer experience.
- Project Management: Oversee renovation and construction projects, ensuring timely completion within budget and alignment with brand standards.
5. Strategic Execution & Stakeholder Communication
- Collaboration with Leadership: Work closely with the Executive Chairman and Board to align operational strategies with the company’s long-term vision.
- Reporting & Transparency: Provide regular updates on operational performance, customer satisfaction, and facilities management to the board and executive team.
- Crisis & Issue Management: Quickly address and resolve any operational or facilities-related issues, minimizing disruption and ensuring continuity.
6. Innovation in Operations
- Adoption of Best Practices: Stay current on industry trends, emerging technologies, and innovative practices in operations, HR, and facilities management.
- Process Innovation: Identify and integrate new tools or systems to further streamline operations and enhance the customer experience.
Requirements
- Proven Leadership Experience: Atleast 5 years of extensive experience as a CEO, COO, or senior operational executive, preferably within multi-location, customer-centric industries
- Preferably from the hospitality industry
- Operational Expertise: Demonstrated success in optimizing internal processes, implementing robust SOPs, and driving measurable improvements in operational efficiency.
- Customer Experience Focus: A track record of creating environments where exceptional customer service is the norm.
- People Management & Training: Excellent skills in team leadership, employee development, and fostering a culture of empowerment and continuous improvement.
- Facilities Management Experience: Proven experience in overseeing maintenance, construction, renovation, and general upkeep of physical locations.
- Data-Driven Decision Making: Strong analytical skills with the ability to define, track, and interpret KPIs to inform strategic decisions.
- Excellent Communication: Superior interpersonal and communication skills, with the ability to effectively collaborate with the board, senior leadership, and front-line teams.
- Change Management: Experience in leading transformational initiatives and managing operational changes in dynamic environment.
Core Values & Cultural Fit
The ideal candidate will:
- Prioritize Customer Happiness: Possess a deep commitment to making every customer interaction exceptional. The candidate must believe that operational success is measured by the happiness of our customers and must be dedicated to continuously improving their experience.
- Value Employee Empowerment: Recognize that empowered, well-trained employees are the backbone of exceptional customer service. The candidate must be passionate about developing a culture of collaboration, support, and continuous improvement where every team member feels valued and motivated.
- Exhibit Integrity and Passion: Demonstrate an unwavering commitment to integrity, excellence, and a customer-centric philosophy. If making customers happy and ensuring a seamless, delightful experience is not the core of your professional values, then this role is not for you.
- Embrace Continuous Learning: Be dedicated to learning from customer feedback and operational data to drive incremental improvements, ensuring that every customer visit is better than the last.
Location: Makati with a few store visits per week
Working Hours: Flexible. Possible offset to visit stores once or twice a month on Saturday or Sundays
