Junior/Senior Beauty Therapist (Bangsar)

Our mission: Making life more beautiful, passing on a more beautiful planet.

Our vision: To be the most trusted customer-centric beauty company, and the most committed to creating high quality products & services, with a focus on responsible beauty.

In order to achieve the objectives of observing, listening, and putting self in other people's shoes, we have set key priorities in line with the 5 pillars of the Group Strategy (people centric, brands builder, consumer obsessed, digitally minded, responsible beauty committed).

Key figures and Business figures:

Deliver Sales and KPI

• Improve the growth of Treatments and Products sales
• Understand Sales KPI, have basic SOP knowledge and believe in the brands structure where Senior Beauty Therapist needs to have good understanding on Sale KPI and the formulation as well as SOP in retail.

Customer Services

• Deliver customer service as per our standards
• Treatment Preparation
• Recruit new customers
• Drive loyalty and repeat purchase of existing customers

Product, Inventory & Follow Up Skills

• Participate in the skin spa operation tasks as assigned, including but not limited to:
• Skin Spa Operations Follow-Up
• Have the basic knowledge on selling product by franchise and study the Product KPI and personal sales report

The Senior / Beauty Therapist is our primary ambassador for continuing this legacy. She attends to customers, listens to their concerns, gives relevant beauty advice and cultivates trusting relationships with each of them. Therefore, an essential part of the Senior / Beauty Therapist's role lies in her ability to communicate and bond with her customers in special moments of intimacy and sharing. Every Senior / Beauty Therapist needs to listen closely to what the customer needs and give her advice about our products in a way that makes the customer feel special.

Role And Area Of Responsibilities

Deliver Sales & KPI

• Improve the growth of Treatment and Product Sales
• Understand annual objectives and sales target for the Skin Spa
• Understand personal monthly and Individual sales target with a focus on key products and both treatment package and treatment done performance.
• Understand Sales KPI, have basic SOP knowledge and believe in the brands structure where SBT needs to have good understanding on Sale KPI and the formulation as well as SOP in retail.
• Ensure and fulfil the need on best occupancy rate for both room and BT Rate.
• Senior / Beauty Therapist need to understand the important of others Sales KPI such as Average per transaction, item per transaction, average unit retail and the basic understand of SOP.

Customer Services

• Deliver customer service as per our standards
• Someone who enjoy storytelling and welcome, greet client to the Skin Spa (through the waiting area, the pre-treatment check list and refreshment).
• Ensure the correct booking procedures is followed, in order to maximize occupancy.
• Ensure the correct pre-treatment check is completed for every client (room tidied, necessary equipment and linen clean & ready, etc...).
• Enjoy serving and impress regular customer to come back with their friends or family members.
• Aware in Health declaration form and refill up the simplified format for each treatment visitation.

Treatment Preparation

• Prepare the treatment room before each treatment:
• Check that all necessary products are in sufficient quantities and amount especially contain of mask and body & face oil.
• Clean and tidy up the room, prepare the needs for the treatment (towels, headband, cushions) & check the temperature & lighting.
• Offer a professional of the highest standard follow 5'C Selling Protocol (Contact, Consult, Convince, Close, Continue).
• Stay with the client all the time from the moment you welcome her/him at the reception until the final billing.
• Lead customer to the shower rooms and adjust the shower temperature for those are full body treatment
• Represent our image image at all times in terms of appearance and behavior.
• Develop the Skin Spa business through client communication.
• Lead the team of Beauty Therapists (BTs) Only applicable to Senior
• Help Store Manager / Assistant Store Manager in arranging BT duty roster, optimize numbers of BTs based on traffic, with validation by superior.
• Coach BTs with focus on selling skills and customer service.
• Give operational coaching for new BTs and take lead in the Beauty Journey for Skin Spa 8 days training session.
• Recruit new customers
• Constantly do recall and follow-up on active and in active customers.
• Makes sure prospects who come to the store feel welcome.
• Accurately collect customer contact details (in particular address and email) for back office follow up.
• Drive loyalty and repeat purchase of existing customers
• Introduce our loyalty club to every customers
• Execute CRM action to bring customer back to counter, such as 7-day recall for checking customer on product satisfaction, birthday calls and VIP calls

Product & Follow Up Skills

• Participate in the skin spa operation tasks as assigned, including but not limited to:
• Stock management of retail products, tester, limited edition, samples, mechanic and promotions, and seasonal set.
• Keep abreast of competitors sales performance, ranking and key commercial activities in the store administrative tasks related to the redemption program management (e.g. contacting customers follow up of rewards etc.).
• Easy to adapt into selling by franchise and believe in the importance of healthy stock mix management.
• Skin Spa Operations Follow-Up
• Systematically write all treatments and products sold (in the Prescription Card) & review the customer's files and check on other BT Prescription Card.
• Watch out assigned responsibilities:
• Personal targets, e.g: assigned treatment room inventory
• General Skin Spa-related tasks, e.g responsible for wash the towels; responsible for the tea & coffee supply, etc.
• Have the basic knowledge on selling product by franchise and study the Product KPI and personal sales report
• Have a basic knowledge on total franchise for the brands such as Double Serum, Whitening, Body, Hydration, Anti-Ageing etc and able to convert sales from these franchise.
• Good in tracking own personal sales KPI and also study the own sales trend and able to plan and share to the Manager.

Requirements Education/Degree:

• Minimum education level of Sijil Pelajaran Malaysia (SPM) or Malaysian Certification of Education or equivalent

Background including total years of experience

• At least two (2) year relevant sales and therapist experience in retail beauty industry for BT and/or at least three (3) years relevant sales and therapist experience in the retail beauty industry for Senior BT

Technical skills:

• Knowledgeable in MS Office applications

Languages:

• English will be main and Chinese or Malay will be value added.

Soft and Leadership Skills:

• Service oriented; able to deliver high level of service to customers as per our standards
• Results oriented; committed to meet individual and team goals
• Exhibits good communication and interpersonal skills; courteously deals with and respects both internal and external customers
• Demonstrates positive attitude; open to feedback and suggestions for improving quality of work, willing to try new approaches to increase sales
• Is responsible and diligent all times
• A team player; willing to take up tasks not only limited to selling but also including store operation
• Works with integrity; can be trusted to act in accordance with our values.
• Is passionate about beauty
• Is passionate about listening to women and attending to their needs
• Can do attitude and able to mobilize when necessary