Job description
Overview:
JOB DESCRIPTION
Job Title: Director of Multi Clinic Operations
Reports To: Good Life Holdings, Inc. Owners
Status: Exempt***
Function: Operational Management and Support of Clinic Administrators in achievement of
overall operating objectives of all clinics owned by Good Life Holdings, Inc.
Hours: As required to perform duties
Principle Duties:
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- Set goals with clinic management to achieve weekly, monthly, and yearly objectives
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- Coach clinic management to ensure each guest/member has a great customer experience.
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- Recruit and train through clinic employees to staff reception, customer service and sales duties in each clinic.
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- Coach sales process with clinic administrators and trainers, ensuring that all clinics strictly adhere to the established sales process, including, appointment setting, in-take, handoffs, script, and tools for tracking, managing and rewarding
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- Hold clinic administrators accountable for maintaining impeccable clinic cleanliness daily
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- Achieve increased skin care revenue by striving to staff each clinic with a minimum of 4 estheticians.
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- Strive to achieve positive net gains on active membership counts monthly and annually.
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- Ensure that there are always employees that are being trained and ready to assume clinic managerial responsibilities for company expansion or unexpected turnover
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- Establish standard operating procedures and training support for interviewing, hiring, and training new sales associates
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- Manage the overall company recruiting and retention efforts for therapists, striving to grow therapist counts and service hours available for massage.
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- Coach and assist clinic management in maximizing therapist staffing schedules to achieve budget results for service hours, prospect counts, and membership sales
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- Review payroll each pay period to ensure that clinics are operating within budget and that payroll costs are reviewed for fairness and any excessiveness
2 / 3
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- Ensure that all clinic administrators and key holders are trained and aware of how to handle both emergency situations and incidents that require action, documentation and reporting
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- Review front desk schedules and review clinic management schedules so that they are working within the guidelines established.
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- Cover Clinic administrator vacations and time off to the extent needed to insure that all clinics have uninterrupted management support
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- Review with clinic administrators front desk and therapist coverage for major holidays to insure adequate coverage
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- Schedule meetings with clinic administrators, biweekly, with agendas, to communicate and motivate the CA team toward established goals, forwarding the agenda to the owners in advance of the meeting
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- Ensure that contests and awards are delivered in a timely manner so that recipients are rewarded and excited about their achievements, currently the sales closing and NPS trophies.
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- Write a quarterly newsletter for posting in all clinic break rooms focusing on motivational articles and honoring a therapist of the month and FDA of the month
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- Ensure that clinic administrators are using motivational tools, including quarterly “shining star” awards to recognize outstanding team member performance
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- Check the clinic's inventories to ensure that they are adequate to meet business needs and not excessive. Purchase and deliver to clinics, those items that are either not available to clinics through approved ordering sources or are better purchased in bulk and divided between clinics
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- Review daily deposits regularly and compare to Closing Reports in each clinic to ensure accuracy and over/under.
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- Be available for corporate OSR’s ensuring that the clinics are well prepared.
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- Reviews reports daily, weekly and monthly and assesses progress of company clinics to budgeted plan and key metrics.
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- Understands, believes in and upholds Massage Envy’s Vision and Values and process
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- Understands, believes in and upholds Massage Envy’s Service Essentials
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- Work sufficient time to fulfill all objectives and set a work ethic example for key managers.
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- Respect all team members when working with them and providing management support
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- Maintain a professional relationship with all Team Members
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- When disciplinary action is required ensure that appropriate procedures are followed with documentation of all oral and written warnings and that policies are enforced across the board without prejudice or favoritism
3 / 3
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- When a reportable incident occurs, ensure that an incident report is submitted, and the insurance company is notified as required.
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- Respect the chain of command, implementing required actions through clinic administrators unless immediate action is required to resolve urgent situations
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- Meet with owner weekly to give updates on all clinics
Top Priorities:
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- Increase service units available by hiring estheticians and therapists, retaining them, and having them increase available service hours
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- Achieve growth in active membership
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- Monitor, Coach and train clinic administrators in all management areas of clinic operations
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- Ensure that all clinics are impeccably maintained
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- Provide leadership when clinic refresh takes place.
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- Handle customer complaints that are escalated from clinics to the Director of Operations
Experience required:
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- College education preferred.
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- Management, marketing, and sales experience in service/retail industry.
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- Multi unit management experience or demonstrated above average performance as a Massage Envy Spa clinic administrator.
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- Ability to identify and problem solve, set expectations and goals and delegate tasks.
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- Ability to effectively communicate expectations to staff and create winning a team.
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- Able to communicate up-line information to Franchise Owners and Regional Developers.
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- Proficiency in generating membership and retail sales goals and interpreting trends in sales reports.
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- Excellent trainer and motivator.
- We reserve the right to revise job description from time to time as we grow and new assignments are necessary
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What it Takes to Succeed:
Massage Envy Franchising, LLC (“MEF”) is a national franchisor of independently owned and operated franchised locations. Each individual franchised location, not MEF or any of its affiliates, is the sole employer for all positions posted by a franchised location, and each individual franchised location is not acting as an agent for MEF or any of its affiliates. Hiring criteria, benefits and compensation are set by each individually owned and operated franchised location and may vary from location to location.
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