The SPA Business Manager is responsible for the strategic leadership, development, and full operational management of Kens Apothecary's Facial SPA Cabin business. This position oversees all aspects of the SPA division, including business strategy, service development, marketing, sales growth, customer experience, and partner relationships.
The incumbent will drive the SPA business as an independent profit center ensuring commercial success, brand excellence, and seamless execution across all SPA locations and related wellness partnerships. The role requires strong strategic vision, operational discipline, marketing expertise, and the ability to lead cross-functional teams toward delivering business goals and profitability targets.
Key Responsibilities
SPA Business Strategy & Performance Management
- Develop and execute the overall SPA business strategy, covering revenue growth, profitability, customer experience, and brand positioning.
- Define annual business and marketing plans, aligned with Kens Apothecary's overall brand objectives and commercial goals.
- Set financial targets and monitor key business metrics (sales, utilization rate, customer retention, ROI) to ensure sustainable performance.
- Analyze market opportunities and competitive positioning to guide service innovation and business expansion.
- Collaborate with management to identify new revenue channels, including partnerships, memberships, and loyalty programs.
SPA Operations & Service Excellence
- Oversee the setup, daily operations, and performance of all Kens Apothecary Facial SPA cabins across retail outlets.
- Develop and enforce standard operating procedures (SOPs), treatment protocols, and service menus to maintain a premium customer experience.
- Work closely with Human Resources and Training teams to ensure therapist recruitment, onboarding, and continuous skill development.
- Establish and monitor customer satisfaction KPIs through feedback systems and service audits, ensuring consistent excellence across all locations.
- Lead operational planning for new SPA openings, refurbishments, and expansion projects.
Sales, Marketing & Customer Acquisition
- Develop and implement integrated marketing and promotional campaigns to drive booking traffic, repeat visits, and customer retention.
- Collaborate with digital, retail, and PR teams to ensure cohesive brand messaging across all marketing platforms.
- Build strong partnerships with mall management, wellness communities, influencers, and media for brand exposure and engagement.
- Oversee digital presence and CRM strategies to strengthen client relationships and personalized marketing initiatives.
- Analyze marketing effectiveness through data-driven insights to optimize performance and ROI.
B2B Partnerships & Business Development
- Identify and secure partnerships with hotels, spas, wellness centers, and corporate wellness programs to expand Kens Apothecary's SPA offerings.
- Prepare professional presentations and proposals to promote SPA business collaborations and retail integration opportunities.
- Build and maintain long-term relationships with key partners and stakeholders to enhance brand credibility and business reach.
Inventory, Stock & Financial Management
- Forecast and plan treatment-related product orders and consumables, ensuring optimal stock levels without overage.
- Work closely with the Supply Chain team on inventory planning, usage tracking, and cost efficiency.
- Monitor revenue and expenditure in line with the annual A&P and operational budgets, ensuring optimal resource allocation.
- Support finance reporting by tracking performance data, sales forecasts, and expense control.
Market Research & Innovation
- Conduct regular market studies, trend analyses, and competitor benchmarking to identify emerging opportunities in spa and wellness.
- Recommend innovations in treatments, service models, and brand collaborations to keep Kens Apothecary SPA offerings relevant and distinctive.
- Stay abreast of consumer behavior shifts in wellness, self-care, and experiential retail to inform strategy and operations.
Qualifications & Experience
- Bachelor's Degree in Marketing, Business Administration, Hospitality, or related field.
- Minimum 5 years experience in brand, retail, or business management within the spa, wellness, or luxury beauty industry.
- Proven success in driving business results, managing operations, and leading marketing initiatives.
- Strong leadership, project management, and communication skills.
- Knowledge of SPA operations, wellness service standards, and hospitality practices is essential.
- Proficiency in Microsoft Office; familiarity with CRM or booking systems is advantageous.
- Passionate about wellness, customer service excellence, and luxury brand experiences.
