Operation Manager

Responsibilities:

• Develop and implement streamlined operational policies and procedures across the company to ensure efficient and effective business operations.
• Work closely with the CEO to align operations with overall company goals and objectives.
• Regularly assess and optimise workflows to Identify opportunities for process improvement and implement strategies to improve operational efficiency.
• Lead and manage a high-performing operations team including management team, customer-facing personnel, braiders, and support staff.
• Foster a positive work environment by creating a culture of collaboration, innovation, and continuous improvement within the team.
• Conduct regular team meetings to communicate goals, share updates, and address concerns.
• Monitor and optimise appointment scheduling to maximise stylist productivity.
• Ensure inventory levels are maintained for all supplies; this includes hair supplies, the vault store products, and salon essentials.
• Implement and enforce quality standards for braiding techniques and customer service.
• Perform quality checks on salons and stores to uphold the company's reputation for excellence.
• Oversee the implementation of excellent customer service practices including quarterly training for stylists.
• Resolve customer complaints and issues in a timely and professional manner while gathering customer feedback and implementing improvements based on insights.
• Monitor and manage overall budget, ensuring cost-effective operations.
• Work closely with the finance department to track expenses and revenue.
• Contribute to the development of pricing strategies to optimise profitability
• Identify opportunities for upselling and cross-selling of products and services.
• Work closely with the marketing team to promote products and services and special promotions.
• Identify potential risks in operations and develop mitigation strategies.

Requirements:

• Proven work experience as an Operations Manager or similar role
• Knowledge of organisational effectiveness and operations management
• Understanding of Policy, Planning, and Strategy.
• Familiarity with business and financial principles
• Understanding of general finance and budgeting, including profit and loss, balance sheet, and cash-flow management.
• Ability to build consensus and relationships among managers, partners, and employees.
• Ability to transform data into actionable, strategic decisions.