Operations Lead at FMR AGENCY

Description

• The Operations Lead will be responsible for overseeing the day-to-day operations of the salon, ensuring smooth workflow, and managing staff to deliver excellent customer service.
• This role includes managing salon schedules, monitoring inventory, and ensuring the facility is well-maintained.
• The Operations Lead will ensure staff adherence to company policies, KPIs, and operational protocols, while promoting a positive work environment.

Key Responsibilities
Operational Oversight:

• Supervise daily salon operations, ensuring all services run efficiently and meet client expectations.
• Monitor staff schedules, appointments, and salon workflow, adjusting as necessary for optimal service delivery.

Team Management:

• Lead and motivate the salon team, promoting collaboration and high performance.
• Conduct regular staff meetings and one-on-one sessions to review performance, set goals, and provide feedback.
• Ensure compliance with KPIs, addressing issues with underperforming staff members and implementing improvement plans when necessary.

Customer Service Excellence:

• Ensure that all staff members deliver exceptional service, maintaining a high standard of professionalism and customer satisfaction.
• Handle customer complaints and feedback, resolving issues promptly and effectively.
• Develop strategies to improve customer retention and service quality.

Inventory and Supplies Management:

• Monitor inventory levels, ensuring timely ordering of products and supplies.
• Implement inventory management software to track usage and minimize wastage.
• Perform regular audits to ensure accurate stock counts and maintain optimal supply levels.

Salon Maintenance:

• Ensure that the salon is clean, well-organized, and fully operational at all times.
• Oversee the maintenance of salon equipment, scheduling repairs and replacements when needed.
• Ensure adherence to health and safety regulations, promoting a safe and hygienic work environment.

Training and Development:

• Identify training needs and coordinate with management to schedule skill development programs for staff.
• Onboard new employees, providing guidance on salon protocols, customer service, and technical procedures.
• Encourage staff to diversify their skills and improve performance through continuous learning.

Reporting and Analysis:

• Prepare weekly and monthly operational reports, analyzing performance metrics and making recommendations for improvement.
• Monitor salon revenue and costs, looking for opportunities to improve profitability and reduce waste.
• Collaborate with the management team to plan and execute business strategies.

Policy and Procedure Compliance:

• Ensure that all staff follow company policies and procedures, including grooming standards, attendance, and customer interaction.
• Enforce the salon's code of conduct and handle disciplinary matters as needed.

Qualifications and Skills

• Bachelor’s degree in Business Administration, Hospitality Management, or a related field (preferred).
• Minimum of 3 years of experience in a similar operational or managerial role, preferably in the beauty, hospitality, or retail industry.
• Strong leadership and team management skills.
• Excellent organizational and multitasking abilities.
• Exceptional customer service and communication skills.
• Proficiency with salon software, inventory management tools (e.g., Timely), and general office applications (MS Office, Google Workspace).
• Ability to work in a fast-paced environment, resolving issues swiftly and maintaining a calm demeanor.

Key Competencies:

• Leadership and decision-making
• Customer focus
• Conflict resolution
• Adaptability and flexibility
• Attention to detail
• Time management.