Clinic Incharge / Sales Manager

We are looking for Sales Manager / Clinic Incharge

The Sales Manager / Clinic in Charge is responsible for providing Plan, organize and achieve toplines targets by delivering Quality service.

1. Job Description:

Duties and Responsibilities:

Operational Planning

Motivate and engage clinic team, Identify and resolve issues related to clinic operations; Monitor team and Dermat schedules; Engage with clients and seek feedback for the assigned clinic with the objective of achieving the Top line targets set for the clinic, optimize team utilization and availability, enhancing client satisfaction and retention and achieving adherence to regulatory requirements within the limits imposed by Kaya operations processes and local regulator.

Prepare plans for achieving monthly target; Plan activities for the day such as laser patch test, trials, pending documentation etc.; Plan for cross sales and efficacy meetup for the next day.

Control and Review

Periodically review performance of clinic staff and doctor to meet business, efficacy and service quality parameters; Attend monthly CM/Cluster meetings to share performance and learning with Operations team; Periodically review/audit adherence to processes, safety norms, Kaya standards, etc. by clinic staff.

Receive monthly target, vertical wise breakup, offers/promotions from SQ manager at month beginning; Share the target break up/ promotion information with Clinic team; Encourage the SPs / Dermats to identify cross selling opportunities; Conduct team meeting to discuss and share feedback with clinic team to enhance process adherence and client experience; Regularly check day's appointment schedule (maintained by CC) to monitor cancellations, waiting list, etc. and optimize clinic resource utilization; Conduct review of client's documents (consent form, doctor signature, doctor diagnosis, etc.); Maintain and monitor tracker for prospect, MCC tracker, SP audit tracker, client complaints, refund, etc. and share with AM and SQ Manager; Coordinate with Infrastructure, HR, IT, Accounts for various Clinic requirements. Conduct competition analysis on pricing, new services, etc.; Identify factors impacting business and raise with Area Manager / Operations Head for relevant change

Client Management

Welcome incoming client (new/existing) and build rapport, seek filling of 'Getting to know you' form from new customers; Understand Client need; Inquire regarding client concern and direct the client to Dermat / SP; Provide information on facials/hair removal services; Review existing client files a day before day of appointment to plan cross sales, meet ups for efficacy; Post Dermat consultation and diagnosis explain service

features and price to client to convince clients on the Payment; Align client expectations with Dermat / SP/ CC; Close buy decision with client and conduct billing process (in absence of CC); Direct the client to service room; Post-delivery of service explain aftercare routine and seek next session appointment; Seek feedback on client experience before client departure; For HNI client conduct the end to end client management process; Make client courtesy call the day after session to seek further feedback on after-effect.

Service Delivery

• Ensure that Client service is provided by SP as per defined SOP and any deviation is checked immediately. To pick up any need gap on technical service and raise it to AM/Training to get it resolved quickly.
• Propose ideas for offers/promotions to AM for enhancing vertical sales; Conduct courteously calls and follow-up calls with clients who have not purchased services; Conduct HNI client calls for enhanced client experience; Share potential Tie-Up leads with Marketing team for action; Initiate BD events in Clinic catchment area as per guidance from Marketing event e.g. mall kiosks, women's club activities, bridal shows, etc. (outside UAE CMs)
• To ensure that the clients are provided services and are treated in Kaya as per company standards. Ensure clients are welcomed heartily, and their need are taken care of in a professional manner.

Complaint Management

• Receive direct complaints from clients (at clinic/phone); Inform SQ manager for logging complaint into the tracker; Identify nature and cause of complaint (efficacy/service/Medical related); Invite client to clinic and resolve issue / manage customer satisfaction; Provide feedback to team for changes to reduce similar complaints in future; Coordinate with AM and SQ Manager for refund / head office related issues.

Stock / Consumable Management

• Prepare monthly stock projection and near-to-expiry data report and share with Supply Chain team; Highlight product & consumables shortages to SC team; Escalate cases of critical shortages for follow up to AM; Review count of stock on random basis to monitor stock inventory; Guide team to follow and monitor FIFO approach to minimise stock loss due to expiry.

People Management

• Allocate responsibilities for shift management between SP/CC; Coach, develop, manage performance and motivate team to build performance-oriented culture and retain talent at the clinic;
• Conduct timely appraisals, resolve team conflicts issues; Provide feedback to team on grooming; Oversee team leaves; Develop capabilities in team to handle different responsibilities like engineering FPR, stock management, etc.; Groom team members to take next level positions.

Other Job-related duties:

• Job descriptions given to the employees provide the general nature and level of work expected. It is not intended to Be construed as an exhaustive list of all responsibilities, duties and skills required for the position. The job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.
• Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their departmental manager.

Management reserves the right to assign any responsibilities to its employees based on the business requirements.

4. COMMUNICATIONS & WORKING RELATIONSHIPS:

Internal:

Clinic Team Members.

External:

All tasks related to the client and follow up actions to be taken.

5. KNOWLEDGE,SKILLS & EXPERIENCE:

Minimum Qualifications and Knowledge:

Bachelor Degree or Equivalent Graduate.

Minimum Experience:

At least 5 years of similar position.

Job Specific Skills:

Customer service orientation,

Team building, People development,

Counselling skills, Planning & analytical skills.

Be able to prioritize their workload.

Prioritizes and plans work activities.

Have good organizational skills.

Demonstrates a positive and productive attitude.

Be presentable – business attire is usually expected.

Be friendly and confident.

Be able to keep calm under pressure.

Be able to work well on his/her own and as part of the Team.

Behavioural Competencies:

Excellent communication skills.

Good Organizing and co-ordination skills.

Good record keeping skills.

Good interpersonal skills.

Job Type: Full-time

Pay: RO600.000 - RO800.000 per month

Application Question(s):

• Agree to the salary Package?
• Notice Period to join?
• Nationality and current location?

Experience:

• Clinic Incharge: 3 years (Preferred)