Assistant Clinic Head

Job Scope

The Assistant Center Head is directly for driving the overall sales of the center to maximize profitability, manage customer relationship, and overall increase the revenue month on month.

CORE RESPONSIBILITIES:

FINANCIAL EFFECTIVENESS

Sales and Profitability Achievement

v Responsible to drive overall center sales to ensure it exceeds daily, monthly and yearly targets

v Accountable for generating revenue for all the categories in centers viz; Slimming, Beauty, Laser & Dermat

v Strive to increase profitability by keeping expenses in check without compromising service quality levels of VLCC

v Effectively communicate financial and individual performance to the team

v To ensure increase in new clients portfolio as per the agreed KRA and assigned target

v To partner with center head and ensure that center achieve the top line as per the business plan

v To ensure to have a solid inside sales & leads generation that exceeds sales goals

v To ensure that sales funnel is always full with qualified leads and prospects

v To ensure that leads to footfall conversion is above 80%

v To ensure every walk-ins is converted into prospective clients with appointments.

Financial Reports

v To ensure to have accuracy of all financial and operational data which is maintained & reported from the center

v Daily sales report and expenses report to be shared with corporate finance team

v Opening and closing of center Cash report and day book to be shared with finance

v Monthly Incentive and cash advances payout report to share with corporate finance team

v Be familiar with all types of reports generated from Center when due

v Be proficient in ERP, its various processes, reports and directives from IT department

SERVICE EXCELLENCE

Lead Generation

v To connect with all the leads which are allocated by the lead generation team

v To ensure 50-60 calls per day, to monitor and follow up on the leads on a daily basis

v To ensure to generate footfalls as per the target assigned for the a day

Footfall to Conversion

v To personally, interact with all the customer who visit the center

v To perform initial screening after thorough understanding of the customers requirements

v To perform necessary pre-work like customer profiling, segmenting and accordingly promoting suitable services

v To understand and analyze lifestyle, dietary and health status of the customer

v To customized program that best meets their needs

Client Complains and Resolution

v To ensure every customer complain is address proactively, especially those with slow progress/not getting expected results

v To proactively study the root cause of the complaints

v To discuss the concerns/complains with the respective department head

v To ensure and follow escalation matrix for refunds in fair compliance of VLCC SOP as follows:

o At center level – 2 days, where Support office intervention is required – maximum 4 days

Event Management

v To conduct indoor events in coordination with center head / corporate marketing team

v To explore opportunities to partner with new local communities / corporates to conduct VLCC events

v To participate in planning and executing sales events in the center in coordination with the Centre Head

Reports

v To ensure all leads are updated accurately on Palms on a daily basis

v Reports are accurately prepared and shared to corporate team

v To ensure discounts and pricing is discussed with the center head while closing a lead, to ensure minimum negotiation.

v To record all data for every sales transaction in CLM

v To ensure after sale services are met as per the VLCC SOPs and ensure regular post sales contact with clients to ensure satisfaction on services

Inventory and Stock Management

v Responsible to ensure security and safety of the stock maintained in the center.

v To ensure sufficient inventory is available at the center to avoid being "out of stock

v To study stock ordering vs sales of services, consumption levels etc.

v To seek assistance for delays in stock delivery such as linen, documents, appliances etc.

v To ensure highest standard of equipment and appliances is maintained

CUSTOMER DELIGHT

v To ensure clients feel safe and comfortable every time inside the center

v To ensure that the customer leaves the store with a pleasant smile

v To partner in achieving Center's Net Promoter Score of 80%

v To ensure to have a smiling and cheerful attitude while meeting & greeting the customers

v To show empathy and care to our clients on their concerns by carefully listening to them

v To demonstrate team work to deliver customer satisfaction & service result

v To take prompt action to resolve customer escalations/queries if any at any given point of time

v To keep a daily check on the Net Promoter Score for the center and your category

LEARNING FOCUS

v To ensure that there is a paramount focus on self learning

v To be abreast and updated with role related developments

v To participate in external trainings / certifications to gain knowledge / build new skills

v To be abreast in research & study on all obesity & beauty related trends, developments in one's center/ area

v To ensure 4 hours are invested in trainings on a monthly basis to enhance technical / other work-related skills

v To identify learning needs and inform the supervisor to coordinate with training manager

v To inspire workplace colleagues to enhance knowledge, attitude, and skills via new learning engagements