Clinic Manager

Key Responsibilities - Ensure individual and team targets are achieved in line with clinic business goals. - Manage monthly consumption, business pipeline, and collection planning. - Drive achievement of clinic Net Revenue targets. - Analyze past performance, business trends, and forecasts to improve profitability. - Take ownership of the clinic P&L. - Drive and track business inputs and performance indicators. - Ensure successful implementation of new launches within the clinic. - Maximize opportunities through proper pipeline and opportunity management. People Management - Lead the clinic team to achieve operational, service, and business objectives. - Set clear expectations and maintain team effectiveness under pressure. - Demonstrate strong leadership, critical thinking, conflict management, and negotiation skills. - Motivate the team and maintain a positive, performance-driven culture. - Conduct regular performance reviews for clinic employees. - Provide coaching, developmental feedback, and capability-building support. - Drive clinic productivity through collaboration across all team members. - Support employee retention through a culture of inclusiveness, transparency, and fair delegation of responsibilities. Clinic Operations & Compliance - Ensure strict adherence to Kaya SOPs, policies, and operational processes. - Maintain compliance with local clinic laws and regulations. - Maintain all required clinic records and registers. - Manage clinic resources, products, consumables, equipment, and facilities efficiently. - Maintain discipline with regard to attendance, grooming, punctuality, and staff behavior. - Ensure compliance with Kaya’s Code of Conduct and company values. - Conduct daily process audits to ensure accuracy of client therapy records. - Manage costs and ensure optimum utilization of clinic resources. - Submit daily, weekly, and monthly business reports to the Area Manager / Operations Head. - Monitor inventory and ensure proper stock control. Customer Experience - Ensure a friendly, professional, and personalized environment for every client. - Maintain a consistently high level of customer experience across the clinic. - Ensure quality and effective services are delivered to clients. - Handle client complaints professionally and ensure timely escalation when required. - Proactively collect customer feedback. - Take corrective and preventive actions based on client feedback and service issues. - Maintain Kaya’s standards as a premium skin and hair care clinic. Decision Making & Clinic Leadership The Clinic Manager / Clinic In Charge is responsible for decisions related to: - Resource allocation within the clinic. - Staff leave, attendance, and discipline. - Internal transfers and training requirements. - Staff rewards or disciplinary actions. - Clinic rosters and appointment changes based on business needs. The role also recommends changes related to offers, promotions, discounts, refunds, validity extensions, training needs, customer feedback, and competitor/market activity. Candidate Requirements - Bachelor’s degree / Graduate in any discipline. - Minimum 2 years of experience in a similar Clinic Manager role. - Minimum 5 years of customer-facing experience. - Previous clinic management experience is mandatory. - Candidates without clinic experience will not be considered. - Experience in dermatology, aesthetics, cosmetic, wellness, beauty, or healthcare clinics is strongly preferred. - Previous experience leading and managing a team is required. Required Skills - Strong analytical skills. - Business acumen. - Entrepreneurial mindset. - Sales planning. - Negotiation skills. - Strong leadership ability. - Decision-making skills. - People management. - Mentoring and coaching. - Excellent communication skills. - Strong relationship-building skills. - Self-starter with the ability to work independently and under pressure.

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