Job Description

Job Description

Brand & Operations Manager

Department:

Operations & Brand Management

Reports To:

CEO / Managing Director / Operations Director

Direct Reports:

Branch Managers, Team Leaders, and relevant operational teams

Position Summary

The Brand & Operations Manager is responsible for overseeing the operational performance and brand standards across all assigned branches. The role ensures operational excellence, revenue growth, service quality, team performance, and a consistent customer experience aligned with the company’s brand identity.

This position serves as the link between brand strategy and daily operations, ensuring that all branches operate efficiently while maintaining the highest standards of service and customer satisfaction.

Key Responsibilities

1. Operations Management

Oversee the daily operations of all assigned branches.

Ensure branches achieve sales, productivity, and profitability targets.

Monitor branch performance through KPIs and operational reports.

Ensure compliance with company policies, SOPs, and service standards.

Identify operational challenges and implement corrective actions.

Conduct regular branch visits and operational audits.

Ensure smooth coordination between branches and head office departments.

2. Brand Management

Maintain consistency of the brand image across all branches.

Ensure all customer touchpoints reflect the company’s brand standards.

Monitor service quality and customer experience.

Work closely with Marketing to implement campaigns and promotions.

Evaluate market trends and competitor activities.

Recommend new services, customer experience initiatives, and brand improvements.

Ensure all branch teams represent the brand professionally.

3. Team Leadership

Lead, coach, and develop Branch Managers and Team Leaders.

Monitor staffing requirements and coordinate recruitment needs with HR.

Support employee engagement and team motivation.

Conduct regular performance reviews and development discussions.

Build a culture of accountability, professionalism, and continuous improvement.

4. Financial Performance

Monitor branch revenues, expenses, and profitability.

Ensure achievement of monthly and annual financial targets.

Review commission calculations and incentive performance.

Control operational costs while maintaining service quality.

Support budgeting and forecasting activities.

5. Customer Experience

Monitor customer satisfaction and retention.

Handle escalated customer complaints when required.

Ensure implementation of customer service standards.

Develop initiatives to improve customer loyalty and repeat business.

6. Inventory & Purchasing Oversight

Monitor inventory management processes across branches.

Ensure proper usage and control of products and materials.

Review purchasing requests and operational requirements.

Minimize waste and stock shortages.

Requirements

• Bachelor’s Degree in Business Administration, Marketing, Management, or a related field.
• 5+ years of experience in beauty, retail, hospitality, clinics, or service operations.
• Minimum 4-5 years in a leadership role managing multiple locations.
• Strong understanding of beauty industry operations and customer service.
• Excellent leadership, communication, and problem-solving skills.