Industry: Health, Wellness Retail

We are seeking a dynamic and results-driven Operations Manager to head branches of our wellness brands (1 chiro, 1 TCM). The ideal candidate will be responsible for overseeing the daily sales, operations and manpower of multiple branches, collaborating with the marketing team, bringing in new sales via roadshows and corporate talks etc. This position requires a deep hands-on understanding of business development, marketing, and operations management.

Key Responsibilities:

Business Development, Sales & Marketing

• Develop and execute business development strategies to increase revenue and profitability
• Identify new opportunities for growth and expansion
• Collaborate with the marketing team to create and implement effective and proper marketing campaigns to generate ROI
• Build relationships with key stakeholders, including suppliers, customers, and partners
• Identify potential conflicts between customer loyalty and retention and the brand's service, develop and execute customer loyalty and retention program and assess outcome
• Develop and execute unique experiences, activities and programs to grow customer base, drive footfall and encourage spending

Operations

• Develop and implement standard operating procedures (SOPs) to improve efficiency and productivity, operationalize workflow
• Oversee procurement activities and inventory management
• Ensure compliance with all regulatory and legal requirements
• Ensure compliance and performance of all Company initiatives, directives and instructions within stipulated timeline and ensure alignment to overall business strategies
• Disseminate all corporate information and organize explanations in an efficient, clear and accurate formats and manner to all team members
• Handle all service recovery cases including refund and complaints and resolve all complaints, feedback, verification and enquiries in the upmost efficient, effective, satisfying and timely manner in accordance to the Company's standards and procedure
• Investigate and evaluate all relevant information pertaining to branch's operational incidents and/or accidents and prepare detailed report for the necessary customer's reply, internal investigation and/or insurance claims etc
• Manage the sales register and ensure accurate recording of purchases of treatment, services and products
• Responsible for supporting company-wide customer relationship management programs (CRM) including all related administrative works.

Staff

• Oversee the daily operations of multiple branches and team of operational staff, ensuring clinics are running efficiently and effectively, and that monthly sales targets are met
• Train and manage staff to ensure they are providing high-quality customer service and meeting performance targets
• Instill strong teamwork and communication, and an efficient and pleasant working environment
• Identify and groom deserving staff to plan their career paths
• Plan and manage the work schedules of team members
• Supervise and monitor performance and make recommendation for improvement, disciplinary actions or corrective measures etc
• Be the bridge between the team members and HR / Management to surface any staff issues and propose viable solutions with the objective of improving staff productivity and increase staff retention levels

Qualifications:

• At least 5 years of experience in operations management, preferably in the alternative healthcare industry
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Proven ability to manage and motivate a team
• Adaptable
• Negotiation and Conflict management