Senior Operation

We're looking for a Senior Operation & Sales Manager to oversee daily operations across our luxury salon brands — Ruhee and EVER. This role ensures that every branch delivers a seamless, high-end customer experience aligned with premium service standards.

Key Responsibilities

1. Daily Operational Control

• Conduct opening checklist: cleanliness, scent, lighting, music, temperature, and setup readiness at lash, nail, brow, and wax zones.
• Lead team briefing before service hours: sales target, VIP clients of the day, promotional highlights, and service priorities.
• Monitor appointment flow via booking system to ensure no overlaps, long waiting times, or missed clients.
• Ensure end-of-day closing procedures: cash reconciliation, daily service reports, client notes, and consumable usage log.

2. Customer Experience & Premium Service Protocol

• Oversee the entire client journey: warm greeting, consultation, treatment comfort, checkout, and after-care education.
• Enforce signature service gestures: welcome tea, scent ritual, soothing towel, soft conversation tone, and personalized farewell.
• Supervise client preference database (lash length/curl choice, nail color history, wax sensitivity, stylist preference).
• Handle client dissatisfaction gracefully, log cases, and execute recovery actions (complimentary mini fix, priority rebooking, or management follow-up).
• Execute VIP protocol: priority seating, discreet service, and loyalty treatment privileges.

3. Staff Grooming, Conduct & Performance

• Conduct daily grooming checks: clean uniform, subtle makeup, neat hair, nail hygiene, and fresh breath.
• Enforce service language etiquette ("Madam/Sir" tone, soft politeness, confident body language).
• Observe therapist attentiveness — posture, responsiveness, and timing accuracy during treatments.
• Track performance metrics: productivity per therapist, rebooking rate, upselling success, and average ticket value.
• Hold monthly performance reviews to give feedback, recognize excellence, and guide improvements.

4. Service SOP & Hygiene Monitoring

• Ensure strict adherence to SOPs for lash, nail, brow, and wax services, including consultation, execution, and aftercare explanation.
• Supervise sanitization protocol using UV sterilizers/autoclaves and disposable tools where required.
• Audit treatment timing consistency for seamless scheduling flow (no overlaps, no idle time).
• Enforce cross-contamination prevention between lash, nail, and waxing areas (separate tools, gloves, sanitization trays).
• Maintain checklists for cleanliness, waste disposal, and towel sterilization cycles.

5. Inventory & Product Control

• Oversee backbar stock: lash glue freshness, wax cartridge temperature, nail gel expiration, brow pigment shelf life.
• Track consumable usage per service to prevent product wastage (lash trays, microbrushes, cotton, sticks, etc.).
• Implement stock segregation: VIP stock, shared backbar, retail stock.
• Conduct monthly inventory audit to control shrinkage and ensure FIFO (first-in, first-out) rotation.
• Report any irregular usage or suspected misuse for immediate review.

6. Financial & Business Metrics

• Reconcile daily sales reports from the front desk with POS system accuracy.
• Monitor key performance ratios: Average ticket size, Service-to-retail sales ratio, Therapist sales contribution, Repeat booking rate
• Support implementation of upsell strategies (e.g., lash protein coat add-on, hand scrub upgrade, brow tint with threading).
• Ensure cash integrity, promo validation, and accurate EDC reconciliation.

7. Brand Standards & Ambience Management

• Maintain EVER and RUHEE signature ambience: warm lighting, curated playlist, subtle fragrance, and immaculate stations.
• Ensure the waiting area meets luxury comfort standards — clean cushions, fresh flowers, seasonal magazines, and neat product displays.
• Coordinate visual merchandising refresh monthly based on marketing campaigns or seasonal promotions.
• Uphold the brand identity of each outlet: EVER = refined elegance, RUHEE = smart, youthful luxury.

8. Team Development & Training

• Organize monthly training: luxury etiquette, emotional intelligence in service, premium client communication, and sales psychology.
• Conduct service role-play refreshers to strengthen confidence in upselling and consultation dialogue.
• Create onboarding modules for new hires (service scripts, hygiene routines, and brand communication tone).
• Identify high-performing staff for advanced certification or masterclass training (lash design, nail art trends, brow lamination, etc.).
• Collaborate with the Training Department to ensure 100% training coverage per quarter.

9. Reporting & Strategic Improvements

• Submit daily operational logs with highlights, challenges, and client preference notes.
• Deliver weekly performance reports covering sales, service flow, staff performance, and client retention.
• Present monthly management review on outlet profitability, service innovations, and client experience insights.
• Recommend new premium treatment concepts (e.g., collagen lash ritual, rose-scented wax experience, serum-infused manicure).

10. Compliance, Safety & Licensing

• Ensure compliance with beauty service regulations and hygiene standards for lash, nail, brow, and wax services.
• Keep valid records for chemical usage, product distribution licenses, and therapist certifications.
• Oversee safety and emergency readiness (power backup, first aid, client evacuation, fire prevention protocols).

Qualifications

• Minimum 7 years' experience in operations management (preferably in beauty, hospitality, or luxury retail).
• Strong leadership, communication, and analytical skills.
• Excellent attention to detail and passion for premium customer service.
• Fluent in English and Bahasa Indonesia.