Job Score Card – Centre Head

Section

Details

Mission Statement

Drive customer excellence, business profitability (Centre Sales + Centre P&L) and ensure operational efficiency and effectiveness while leading the Centre team to deliver exceptional service and achieve financial targets.

Outcomes and Accountabilities

1. Achieve monthly, quarterly and yearly financial targets (revenue and profit margins) for the Centre.

2. Maintain NPS scores above 90%.

3. Ensure operational efficiency and adherence to SOPs.

4. Lead and develop the Centre team to enhance performance, service delivery and service efficacy.

5.Achieve Footfall vs Conversion targets for New Customers and Existing Customers on monthly basis.

6. To ensure MOM SSG of minimum 15%.

7. Ensure 100% compliance on financial parameters.

Competencies

1. Strong leadership, and people management skills.

2. Effective & efficient operations management skills.

3. Excellent communication and interpersonal skills.

5. Solution & deliver sales as per client segmentation guidelines and individual requirement.

6. Set and achieve Centre & respective category sales, driving revenue growth and maximizing profitability.

7. Financial acumen and ability to manage P&L.

8. Technical knowledge in beauty & slimming services to level required for job. Can be trained on, if no prior.

Cultural Fit

Alignment with VLCC’s commitment to customer satisfaction, quality service, business growth, continuous improvement, while being ahead of competitors in the industry.

Job Responsibilities

Leadership and Team Management:

1. Recruit, induct, and orient new staff as per SOPs, fostering a high-performance culture.

2. Lead and develop the Centre team to enhance performance, service delivery, and service efficacy

    (inform staff about monthly promotional offers and incentive - Individual Sales, Execution and Product targets).

3. Monitor staff attrition and ensure target retention rates.

4. Identify training needs of staff and ensure compliance with training SOPs to enhance team performance.

Sales Excellence

1. Solution and make a sale based on individual client requirements.  

2. Set and achieve centre (& self) sales targets, driving revenue growth and maximizing profitability.

3. Plan and execute sales events in coordination with Corporate.

Customer Excellence:

1. Drive customer excellence by ensuring high standards of service and addressing client concerns proactively.

2. Liaise with the Corporate Office for updates, technical inputs, and stock availability.

3. Implement corporate policies and SOPs, conducting audits and reviews for compliance.

4. Ensure compliance with zero sessions SOP and timely completion of documentation and software entries.

5. Conduct regular client progress monitoring and organize periodic meetings to resolve issues.

6. Handle client complaints promptly, ensuring resolution within specified timelines.

Operational Excellence:

1. Monitor and manage administrative, operational, and technical aspects of the Centre to ensure optimal capacity utilization, individual staff productivity as per VLCC standards, and quality service delivery.

2. Ensure staff uniforms and grooming, cleanliness, hygiene, and maintenance of the Centre, promoting a positive work environment, appliances upkeep & maintenance.

4. Optimize appointment planning and infrastructure utilization for operational efficiency,

5. Ensure timely software entries & data submission and tracking staff performance to meet targets.

6. Lead all Compliances management for Centre.

7. Regular monitoring of inventory for retail and consumption products and replenishment process.

8. Monitor and ensure the timely entry of staff roaster in Zenoti.

9. Follow the inventory management process and timely entries in Zenoti as per defined guidelines.

10. Capture direct Walk-ins in the software as per SOP

Business Profitability  

1. Achieve monthly, quarterly and yearly financial targets (revenue and profit margins) for the Centre.

2. Regularly analyse financial metrics and take corrective actions to optimize profitability through cost control, resource allocation, and service efficiency.

Reporting Structure

Reports to Cluster Head / Zonal Head.

Positions Supervised

Centre staff including Dieticians, Slimming Head, Physiotherapists, Slimming Therapists, Doctors, Beauty Head, Beauty Incharge, Beauty Therapists, Hair Stylists, Pedicurists, and Dermatologists.

Compensation and Benefits

Competitive salary with performance-based incentives, health benefits, and other perks as per company policy.

Experience and Education

Bachelor’s/ Master’s degree in a relevant field (e.g., Business Administration, Healthcare Management, Nutrition) with a minimum of 5 years of experience in managing beauty clinics or similar establishments, hospitality or any other service industry.