Services and Process Manager

Job Title: Services and Process Manager

Location: Various Exquisite Brows & Spa Locations

Salary: $80,000–$90,000 + Superannuation

About Us:

Exquisite Brows & Spa is a premier beauty brand with multiple locations across Australia, dedicated to enhancing our clients' confidence through expert services and exceptional care. With a strong commitment to quality and client satisfaction, our salons offer a wide range of beauty treatments, including threading, waxing, facials, lash & brow tinting, eyelash extensions etc. We pride ourselves on using only the highest quality products and delivering personalised service in a luxurious and welcoming environment.

Key Responsibilities:

• Develops, reviews, and optimises operational policies, client service procedures, and salon workflow programs to enhance service delivery, ensure customer satisfaction, and maintain consistent quality standards across all salon branches.
• Analyses current organisational structures, appointment systems, and client servicing procedures to identify process inefficiencies, performance bottlenecks, and opportunities for improvement across administrative and operational areas.
• Implements approved procedural changes by developing updated operations manuals,workflow documentation, and training materials to guide team members throughrevised methods and ensure standardised execution.
• Contributes to the development of onboarding and induction processes by creatingstructured training guides and procedural frameworks, ensuring all new employees arealigned with organisational standards, policies, and quality benchmarks.
• Monitors and evaluates service performance metrics, including customer feedback,client retention data, and treatment outcomes, to assess effectiveness of existingprocedures and identify areas requiring procedural or systemic change.
• Leads continuous improvement initiatives by consulting with stakeholders, includingteam leads, client feedback reports, and suppliers, to gather data on evolving industrytrends and service expectations, translating insights into actionable processenhancements.
• Conducts regular audits and process evaluations to ensure adherence to standardoperating procedures, quality control measures, and compliance with internal andregulatory standards.
• Prepares analytical reports on service delivery performance, client satisfaction, andoperational efficiency for senior management, using findings to recommend data-driven improvements to enhance organisational effectiveness.
• Assists in the design and evaluation of customer loyalty programs by analysing clientengagement data and program effectiveness and recommends structural changes toimprove customer retention and satisfaction.
• Facilitates change management activities by guiding staff through the implementationof new procedures, providing clear instructions and support to ensure smoothtransition and sustained operational efficiency.

Qualifications:

• Minimum 2–3 years of experience in process improvement, workflow analysis, or operational planning, preferably in a customer-focused or service-oriented industry such as beauty, wellness, or retail.
• Qualification in Business Administration or Business required
• Excellent leadership, communication, and interpersonal skills.
• A customer-first mindset with a proactive approach to problem-solving and team support.
• Ability to manage multiple priorities and work in a fast-paced, client-focused environment.
• Passion for the beauty and wellness industry and a commitment to delivering exceptional service.

Job Types: Full-time, Permanent

Pay: $80,000.00 – $90,000.00 per year

Education:

• Bachelor Degree (Preferred)

Experience:

• Customer service: 3 years (Required)

Work Authorisation:

• Australia (Required)