Retail Clinic Manager

Overview

Ideal Image is North America’s #1 aesthetics’ brand, making personal aesthetics and wellness services more affordable, accessible, and effective than ever before. Ideal Image believes “confidence changes everything,” and its mission is to instill confidence by helping people look and feel their best…taking a holistic, personalized approach to health and wellness that works from the inside out. Come join the confidence crew 

The Clinic Manager is an experienced high performing and results-oriented leader who delivers the Ideal Image Brand Experience to all internal and external customers. The manager plans, directs and role models the day-to-day service delivery, operations, staffing and sales performance of a clinic location. With exemplary communication and leadership skills, the Clinic Manager engages, coaches, develops, and motivates a cross functional high performing team of health care professionals, client service staff and business partners towards collective clinic goals. This Manager is passionate about creating lasting impressions for our clients and drives for consistent and engaging client experience, education, and care, promoting customer loyalty and fostering long term relationships. This role is specifically responsible and accountable to clinic sales and execution of local marketing efforts with a proven track record of sales and profitability success. This leader is the primary key holder for the clinic and point of contact for local facilities, procurement, and education vendors. 

Clinic Sales & Creating World Class Client Experiences:  

• Manage and drive sales, key initiatives and develops strategies to retain clients, improve service, and increase profitability. 
• Lead a selling culture within the clinic through building customer loyalty, fostering long term relationships. 
• Deliver sales performance and business volume to clinic goals. 
• Achieve and exceed daily sales and productivity goals, while developing other members of the staff to do the same. 
• Manage in clinic service revenue, employee productivity and adjust clinic hours and operations as determined by utilization metrics. 

• Utilize Customer Relationship Management software to market to, and engage with return clients, and creates creative return customer outreach marketing tactics. 
• Conducts consultations and ensure health care professional’s s care plan meets the goals of the Client and meets clinic operating procedures. 
• With an entrepreneurial spirit, utilize Ideal Image national brand standards to partner with local organizations, and vendors to bolster marketing and sales efforts. 
• Generate new leads by coordinating and executing local marketing events within the Ideal brand standards and in partnership with marketing. 
• Collaborate with Sales Center Managers on clinic goals, lead generation and client experience. 

Clinic Operations & Performance:

• Manage local clinic performance through ownership of P&L results 
• Perform daily huddles to drive achievement of sales goals, which may include an overview of consultations and treatments for the day, goals for the day, scheduling optimization, etc.
• Maintain balance in making local decisions for all clinic operational objectives and results to deliver the highest level of service, efficiency and safety of treatment efficacy, safety, and client experience.

• Develop deep understanding of all services, treatment options, and products to ensure custom care plans for clients, resulting in expert knowledge to help create lasting impressions, and world class client experiences. 
• Ensure clinic facilities meet Ideal brand standards and creates a welcoming environment for clients and associates. 
• Manage all client concerns and questions in professional and prompt manner abiding by policies and procedures Serve as a point of escalation and facilitate conflict resolution when needed. 
• Ensure physical space is well maintained, and escalate maintenance or technology issues. 
• Address client services requests in a timely manner, escalate as necessary. 

• Drive Key Performance Indicators through coaching performance behaviors. 
• Manage or assist in the roll-out of policies and procedures and/or education materials; participate in the development, review, revision, training, and monitoring of the implementation of facility processes. 
• In conjunction with the Supervising Physician or Medical Director, ensure all clinic protocols are met. 

Leading, Coaching & Developing Talent:

• Coach, counsel, and develop employee performance in partnership with your direct supervisor and the People Team. 

• Develop and implement retention strategies to manage employee turnover, engagement, and productivity. 
• Foster an environment of continuous education while supporting company driven educational/training initiatives. 
• Ensure education programs are completed successfully and in a timely manner 
• Partner with Operations Leaders and Talent Acquisition Partners to forecast staffing needs, and attract, interview, hire and on board top talent to deliver our clients a first class experience 
• Responsible for ensuring local compliance with all legal regulations, company policies, codes of conduct, and protocols. 

• Own the in clinic new hire onboarding experience to ensure a smooth transition and time to train and onboard is organized and efficient. 
• Ensure each clinic employee is trained and understands confidentiality procedures and HIPAA regulations. 
• Ensure employees are aware of company, regional, and local objectives.
• Effectively communicate initiatives and Company goals and achievements clearly and frequently 
• Create “One Team” environment which is aligned on goals, and it is a positive, cohesive, and high performing team. Reward, recognize and coach for desired outcome.

• Manage the clinic schedule for all employees. 
• Lead by example and develop all in clinic employees around the mutual goal to create world class client experiences. 
• Other Clinic Manager duties as assigned. 

Clinic Manager Minimum Qualifications:

• Bachelor’s Degree or equivalent experience.
• 3+ years of leadership experience directly managing and leading teams (selling roles a plus) in a relevant work environment and industry, in addition to experience in a related individual contributor role 
• Proficient with standard operational software (Outlook, MS Suite) and other sales related technologies such as Salesforce, POS systems.
• Strong ability to multi-task, use personal judgment, utilize strong decision making. 
• Analytical acumen, ability to analyze reports, look at large data sets, and make data driven decisions.

• Effective leadership skills including multi-tasking, prioritizing, and goal setting/management.  
• Rapid learner with the ability to grasp concepts and protocols.
• Must maintain a high attention to detail.  
• Proven track record of driving sales, financial KPIs, and meeting/exceeding sales & profit targets.
• Commitment to exceeding customer expectations.  

• Exceptional interpersonal skills and ability to build team rapport.
• Clear and engaging communication skills, including effective written and verbal.
• Action oriented with the ability to form creative solutions for clients and team members.
• This role is expected to work at least 5 days in-clinic, including one weekend day if there is client demand or scheduled consultations, as well as attend local marketing and networking events which may be on nights or weekends.

Ideal Image is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.

At this time, if you will be working in California, Illinois, New Mexico, Oregon, Rhode Island, New York, Washington or Canada, vaccination against COVID-19 is required for all new hires unless you qualify for a state allowed exemption approved by the Company.

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