VP of Operations

The PositionOverview

Our client is the market-leading day spa in the Raleigh / Durham / Chapel Hill metropolitan area (the ?Triangle?). The Vice President of Spa Operations will have complete daily responsibility for every aspect of the operation of the Company?s existing and new locations.  Spa operations includes all phases of recruiting, hiring and managing the performance of therapists and spa staff and management and establishing work schedules that maximize productivity and revenue, maintain target margins and ensure the highest level of client service.  The operation of the Company?s spas also involves comprehensive management of retail and professional product inventory from purchase order to sale and re-order.  Maintenance of the spa locations, including equipment and improvements, is also a vital function in the realm of spa operations.

Encompassing all of these responsibilities is the oversight of the financial performance of the Company?s spa locations and centralized functions.  The Vice President of Spa Operations will be accountable for revenue growth and attainment of target gross margin and net income percentage at each location.  Successfully increasing cash flow of existing operations will be a key success metric for this role.Key Responsibilities

The Vice President of Spa Operations will be responsible for leading and managing all of the following:

Client Contentment Assurance

Consistent with policy established by the President:

?  Assuring the highest level of client satisfaction through regular and thorough training of all spa location employees in proper attire, demeanor, communication and conduct

?  Implementing and managing procedures for measuring client contentment

?  Training all staff in the proper handling of client complaints and serving as the final arbiter of resolution of client complaints

?  Strengthening the company brand by consistently achieving exceptional levels of client satisfaction and referrals

Recruiting, Training, Evaluating and Top-Grading Employees

In accordance with staffing guidelines and policies established in collaboration with the President:

?  Identify hiring needs for the spa locations

?  Recruiting spa management, staff and therapists

?  Ensuring proper training of all management, staff and therapists in the spa?s services, products, procedures and policies

?  Establishing goals for spa management and evaluating spa management on a regular basis against established goals; ensuring similar employee development practices by spa management for spa staff and therapists

?  Improving quality and dedication of employees through regular top-grading

Scheduling

Based upon guidance from the President:

?  Establishing work schedules for management, therapists and spa staff in light of client demands for specific services, appointment scheduling history, projected appointment load and seasonal variations

?  Managing employee schedules to accommodate short-term influences on appointment load and client demand

?  Controlling employee schedules to ensure consistent achievement of gross profit margins for each services domain and expense ratios for management and staff

Financial Management

In accordance with budgets and financial metrics established in collaboration with the President and the Company?s financial management:

?  Growing revenue to targets through increased schedule productivity, maximum utilization of staff and resources, increased revenue per appointment-hour and higher retail sails as a percentage of services revenue

?  Improving retail sales of keystone and private label products

?  Managing therapist expense to achieve target gross margin for services

?  Minimizing refunds and ?comps?

?  Improving client retention and frequency of individual client visits

?  Controlling use of professional product

?  Increasing gift card and membership sales

?  Managing other controllable expense to reduce waste and improve efficiency

Marketing

In close collaboration with the President:

?  Identifying opportunities for revenue growth in areas such as gift card sales, client referrals, client retention, spa membership sales and location expansion

?  Developing marketing programs to target revenue growth opportunities

?  Guiding spa location management in implementation of local area marketing programs

?  Recommending new products and services to capture shifting market demands and to ensure the Company?s position as the market-leading source for innovative and relaxing day spa services and products

?  Ensuring respect among Company employees for the brand and its value

Inventory

With guidance from the President:

?  Developing policies and procedures for management of retail and professional product inventory

?  Measuring inventory levels with a high level of accuracy

?  Preventing shrinkage and theft

?  Ordering accurately to ensure efficient inventory levels in light of seasonal variations, marketing programs, discount availability, spoilage risk and storage costs

?  Receiving inventory at each location and reporting accurately and timely on received product counts, back-orders, mis-shipments and other errors or deviations

?  Tracking retail sales by product to identify sales trends, client preferences, under-performing products and new retail sales opportunities

Spa Location Maintenance

?  Ensuring the proper and safe condition and operation of all spa facilities and equipment

?  Monitoring cleaning staff and spa conditions to ensure the highest level of cleanliness

?  Training therapists and staff in cleaning and maintaining facilities to ensure the highest level of cleanliness and to reduce third-party cleaning costs

?  Overseeing maintenance and repairs to equipment and facilities

 CandidateExperience

The successful candidate with have a strong background in managing the delivery of upscale personal services coupled with practical, hands-on experience.  He or she will have a demonstrated ability to lead an organization and build a culture to deliver exceptional client service.  The successful candidate may have experience in the day spa, skin care or beauty industries or may come from a background in hospitality.  In any case, he or she will have significant experience managing multiple locations or operations that deliver highly personalized services to customers expecting unwavering attention to every detail of their experience with the services.  Training and experience with a leading, luxury brand known for exceptional client service and satisfaction will be an important asset.

The successful candidate will have clearly demonstrated experience in the following:Rapidly establishing leadership through respect, consistency, reason, discipline and compassionBuilding a culture of respect for clients, corporate goals and priorities and fellow employeesThe balancing of strategy development and operational managementA willingness and ability to understand and participate in every aspect of daily operation of the Company?s spa locations whenever the need arisesUnderstanding financial statements and essential financial metrics in the day spa or other upscale personal services industryCommunicating with and training others to communicate with clients in a consistently positive, brand-building wayDetecting, interpreting and exploiting market demands and trendsManaging seasonal variations in business volume and service and product demandForecasting sales and managing expense to maintain marginsTraining, developing and culling staff and then delegating while maintaining appropriate controls and oversightDemonstrated enthusiasm and commitment to brand and its vital role in the marketplace and the consistent strengthening of brandClear, concise, confident, honest expression of ideas and opinions and genuine respect and patience for the ideas and opinions of others

The successful candidate will meet at least these requirements:A bachelor?s degree and a minimum of ten years? increasingly responsible experience in management of a day spa or other upscale personal services businessFive years of direct responsibility for hiring, managing and developing staffPerform essential functions of the position with or without reasonable accommodations

 

All resumes must be submitted to celeste@silverdeer.com in WORD document