Center Head

VLCC · India

ey Responsibilities

Centre Operations & P&L

• Own and achieve monthly, quarterly, and annual revenue and profitability targets .
• Manage Centre P&L through effective cost control, resource allocation, and operational efficiency.
• Ensure 100% compliance with financial and operational parameters .
• Monitor centre capacity utilization, staff productivity, infrastructure, and service efficiency.
• Ensure adherence to all company SOPs, policies, compliance, hygiene, and safety standards .

Sales & Business Growth

• Drive centre and individual sales targets to maximize revenue and profitability.
• Monitor footfall, conversion, new customer and existing customer performance .
• Understand customer requirements and recommend appropriate services/programs based on customer segmentation.
• Plan and execute sales initiatives and centre events in coordination with the Corporate Team.

Customer Excellence

• Proactively address customer concerns and ensure timely resolution of complaints.
• Monitor client progress and conduct regular reviews to improve customer experience and service efficacy.
• Ensure compliance with documentation, zero-session SOPs, software entries, and other customer-related processes.

Team Leadership & People Management

• Lead, motivate, and develop the Centre team to achieve business and service objectives.
• Support recruitment, induction, orientation, and onboarding of new team members.
• Communicate monthly promotions, incentives, individual sales, execution, and product targets.
• Monitor team performance, productivity, and attrition.
• Identify training needs and ensure completion of required training programs.
• Build a high-performance and customer-centric culture within the centre.

Operational Excellence

• Ensure centre cleanliness, hygiene, grooming, uniforms, maintenance, and overall presentation meet company standards.
• Optimize appointment planning and infrastructure utilization.
• Monitor inventory of retail and consumption products and ensure timely replenishment.
• Monitor staff productivity and performance against defined targets.
• Ensure timely submission and tracking of centre reports and operational data.
• Lead and monitor all centre-level compliance requirements.

Key Skills & Competencies

• Strong leadership and people management skills.
• Excellent sales and business development capabilities.
• Strong P&L and financial management acumen.
• Excellent communication and interpersonal skills.
• Strong customer service and relationship management skills.
• Effective centre/operations management skills.
• Ability to analyse business metrics and take corrective actions.
• Result-oriented with strong ownership and accountability.
• Knowledge of beauty, wellness, slimming, or salon services will be an advantage.

Key Performance Indicators

• Centre Revenue & Profitability
• Centre P&L
• Sales Target Achievement
• Footfall & Conversion
• Customer Retention
• NPS / Customer Satisfaction
• MOM SSG
• Staff Productivity & Retention
• Operational & Financial Compliance
• Inventory & Process Compliance