Operations Manager

Job Title: Operations Manager

Industry: Beauty

Location: Lekki Phase 1, Lagos

Salary: Negotiable

About the Role

We are seeking a proactive and detail-oriented Operations Manager to oversee the day-to-day functioning of our salon and wig studio. The ideal candidate will ensure seamless salon operations, elevate the customer experience, manage inventory, handle HR functions, lead a dynamic team, and drive sales, all while maintaining our luxury brand standards.

Job Responsibilities:

Key Responsibilities

Salon & Order Operations

● Oversee daily salon activities to ensure smooth customer flow.

● Supervise the processing of online and offline orders from styling to delivery.

● Ensure wigs are styled, packaged, and dispatched punctually.

● Ensure all SOPs related to customization, color mixing, washing, and styling are strictly

followed.

Customer Experience Management

● Monitor and enhance customer satisfaction across all touchpoints, including walk-ins, DMs,

WhatsApp, and other order platforms.

● Handle client issues efficiently, maintaining a premium, luxury brand experience.

● Follow up with high-value clients and VIPs for after-sales service and feedback.

● Gather and document client testimonials and reviews weekly.

Inventory & Stock Management

● Maintain accurate records of wig stock, styled wigs, laundry items, kits, and tools.

● Track consumption of resources such as sprays, glue, oils, bleach, and colors.

● Proactively alert management when supplies are running low.

● Supervise the receiving of new wigs and accurate documentation within the inventory system.

Team & HR Management

● Ensure staff punctuality, grooming standards, and high-quality service delivery.

● Assign daily tasks including styling, order processing, cleaning, photography, and laundry.

● Conduct weekly team check-ins, foster a positive work environment, motivate, and address

any team concerns.

● Assist in onboarding and training new team members using SOP manuals and demonstration

sessions.

● Manage hiring, onboarding, and training new team members using SOP manuals and demo

sessions.

● Conduct regular performance reviews, provide coaching, and identify training needs.

● Maintain employee records, manage leave, and ensure adherence to HR policies.

Sales & Upselling

● Drive the achievement of daily and weekly sales targets among stylists.

● Promote upselling of services such as laundry, maintenance kits, home kits, and styling

sessions.

● Monitor customer orders and remind stylists of deadlines or special requests.

Facility & Environment Maintenance

● Ensure the workspace is clean, inviting, and aligned with brand aesthetics.

● Maintain essential equipment, including AC, lighting, power, mirrors, chairs, shelves, and décor.

● Address quick fixes or coordinate repairs with vendors immediately.

Reporting & Communication

● Submit daily reports on:

○ Staff attendance

○ Number of wigs styled

○ Orders completed

○ Inventory usage

○ Customer issues

● Prepare weekly performance reports with summaries and actionable suggestions.

Job Requirements:

Qualifications & Skills

● Proven experience in salon or operational management.

● Strong leadership, team-building, and HR management skills.

● Excellent customer service and interpersonal skills.

● Knowledge of HR policies, recruitment, onboarding, and performance management.

● Ability to multitask and handle high-pressure situations.

● Good organizational, inventory, and reporting skills.

● Familiarity with luxury brand standards is a plus.

● Proficient in reporting