Salon & Retail Operations Manager

Salon & Retail Operations Manager Packet

This document outlines the role, onboarding plan, and performance expectations for the Salon & Retail Operations Manager position.

1. Salon & Retail Operations Manager — Job Description Location: Grosse Pointe, MI

Type: Full-Time, In-Person

Role Overview

The Salon & Retail Operations Manager is responsible for overseeing daily salon and retail operations, supporting staff performance, maintaining brand standards, and driving both service and retail growth. This is a leadership role, not a stylist position.

Key Responsibilities

Oversee daily salon and retail operationsLead front desk, retail, and support staffEnforce policies, standards, and expectations consistentlyManage scheduling, coverage, and time-off requestsCoach staff on client experience and retail performanceSupport onboarding and training of new hiresOversee retail merchandising and presentationTrack KPIs and report weekly to ownershipHandle escalated client concerns professionallyQualifications 3 years of salon, spa, or boutique management experienceStrong leadership and communication skillsRetail-driven mindsetComfortable with accountability and performance metrics• Calm, organized, and professional demeanor

2. 90-Day Onboarding Plan

Days 1–30: Learn & Observe

Focus on understanding the brand, team, systems, and day-to-day operations while building trust with staff.

Days 31–60: Lead With Support

Begin owning daily operations, managing schedules, leading staff, and tracking KPIs with ownership support.

Days 61–90: Own & Optimize

Fully own daily operations, lead team accountability, and present ideas for operational and retail growth.

3. Key Performance Indicators (KPIs)

Retail Performance: Retail dollars per client, retail percentage of service sales, online retail supportOperations: Appointment fill rate, rebooking rate, schedule efficiencyTeam: Staff retention, attendance, retail participationClient Experience: Client complaints, online reviews, repeat visit rateFinancial Awareness: Labor efficiency and inventory awareness

Compensation:

Base Pay Range: $27.00-$30.00/hour

*Hourly wage determined by experience, leadership ability, and demonstrated success in salon, spa or boutique operations.

-Health Insurance

-One week paid vacation

-Employee Discount

Performance Bonus Structure:

-Retail Performance: Retail sales growth, dollars per client, online retail sales - Up to $2,000 / Quarter

-Service Growth: Rebooking rates, appointment fill rate - Up to $1,000 / Quarter

-Team & Client Experience: Staff retention, client satisfaction, reviews - Up to $800 / Quarter

-Operational Efficiency: Scheduling efficiency, inventory awareness - Up to $600 / Quarter