Operations Manager (Spa & Wellness Centre)

About the role

We are looking for an experienced and hands-on Spa & Wellness Operations Manager to oversee the daily operations and performance of our growing chain of massage and wellness centres in Kuala Lumpur. The ideal candidate should have strong experience in multi-outlet operations, staff management, sales performance, customer service and outlet management. This is a key management position responsible for ensuring that all outlets operate smoothly, consistently and profitably.

Key responsibilities

• Oversee the daily operations of multiple massage / wellness outlets
• Ensure all outlets follow company SOPs, operational standards and service procedures
• Monitor outlet cleanliness, facilities, equipment and overall customer experience
• Conduct regular outlet visits and operational checks
• Recruit, train, coach and manage outlet staff
• Monitor staff attendance, discipline, performance and productivity
• Monitor daily, weekly and monthly sales performance and set outlet sales targets and KPIs
• Develop strategies to improve revenue, customer retention and repeat visits
• Monitor customer feedback, complaints and online reviews
• Prepare regular reports covering sales performance, outlet KPIs, staff performance, customer feedback, attendance, inventory and expenses

About you

• Minimum 5 years of experience in operations / outlet / branch management
• Experience managing multiple outlets / branches is an advantage
• Experience in massage, spa, wellness, beauty, hospitality, F&B or retail chain operations will be an added advantage
• Strong leadership and people management skills
• Strong sales and KPI management ability
• Good communication and problem-solving skills
• Able to work independently and make practical operational decisions
• Comfortable working in a fast-paced, customer-oriented environment
• Willing to travel between outlets in Kuala Lumpur
• Proficient in English, Bahasa Malaysia and Mandarin