• Head of Operations


    London

Brief Role Description

A vital member of the senior management team the Head of Operations will drive change and provide strong leadership, lead the efficient operational delivery of advanced skin solutions that work, while delivering customer service excellence at all times.

Key Competencies

  • Effectively drives change & continuous improvement
  • Solves problems innovatively, quickly and collaboratively
  • Highly commercial & results driven
  • Ability to build, maintain high performance teams
  • Tenacious & resilient
  • Ability to organise and prioritise with attention to detail
  • Strong written, oral and presentation skills
  • Honest, reliable and professional at all times

 

Key Responsibilities:

 

Leadership

  • Support the CEO to develop strategic direction in line with DestinationSkin’s vision
  • Critical member of SMT – providing commercial insight of clinic performance
  • Continually evaluate operational performance and suggest improvements and changes
  • Build high performance teams who are highly engaged and motivated and have an appetite for learning and development
  • Establish excellent working relationships with clinic & head office staff

 

Operational Efficiency

  • Full responsibility for all clinic resources from teams, machinery, opening hours and rota management
  • Management of clinic performance to achieve all revenue and sales targets
  • Optimise clinic teams structure to drive maximum revenue and performance
  • Review machinery utilisation and optimum configuration of lasers to drive maximum revenue
  • Management and development of clinic managers – identifying training and development needs
  • Ownership of commission, bonus and incentives schemes to motivate and drive high performance
  • Oversee injectables business – optimising resource and injectors
  • Responsibility for call answer rates and effective customer service
  • Owner of effective stock management and accountability for losses or write offs
  • Manage discounts in clinic with full visibility and justification reporting back to CFO
  • Develop and maintain a client-led environment within the organisation that delivers high standards of service and creates long term relationships with clients
  • Ensure marketing in clinic is on brand and that in-clinic marketing initiatives are adhered to to meet new leads targets
  • Effective communications managements to clinic teams – pulse, MB and ownership of their impact

 

Compliance

  • Maintain and drive Customer Service Excellence in clinic at all times
  • Ensure all clinics are actively following protocols, policies and procedures
  • Use Mystery Shop findings to maintain standards and drive continuous improvement
  • Use Compliance and Business audit actions to maintain compliance and consistency across clinics
  • Ensure clinical incidents are reported, logged, investigated and managed appropriately

 

 

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