Experience

Envie Clinics

• United Kingdom
• Medical Practices
• 1 - 100 Employee

• Head of Operations U.K.

  • May 2022 - Present

  Envie Laser Hair Removal Clinics are one of the UK’s leading laser hair removal specialists based in London, Manchester & Birmingham Duties: • Full ownership of all business operations including but not limted to overall performance in terms of financial performance, analysis and reporting people, marketing, service delivery and compliance throughout the U.K. • Relationship management & development. • Autonomously lead, motivate and manage the U.K. team and • Achieve business targets , set KPI’s and overall growth successfully by directing, managing and supporting the team (sales, administration, marketing, practitioners and external call centre) • Reporting on all financial activity, sales management, analysis and delivery • Project Management • Clinical Governance • Stock Management • HR & Recruitment • Relationship development and management • Act on any challenges worthing the customer / client journey and to create action plans for growth and overall success Show less



Transform Hospital Group

• United Kingdom
• Hospitals and Health Care
• 100 - 200 Employee

• General Manager / Clinic Manager

  • Jul 2021 - Nov 2021

  Transform Hospital Group is the U.K.’s largest & most trusted provider of cosmetic & weight loss surgery, as well as non-surgical treatments. Duties: •Delivering targets, growing revenue & increasing profits within the Fulham clinic across surgical, weight loss & medical aesthetic business streams & any future income streams. •Drive profitable clinic sales through collaborative style management. •Maximise medical aesthetics sales & services throughout the clinic by identifying & creating opportunities ensuring volume & profit margins are achieved ensuring teams are trained to work to their full potential. •To act as the Registered CQC Business & Clinic Manager, ensuring all working practices complied with the regulatory body & legislative standards are carried out correctly. •Identify, monitor & achieve Clinic performance indictors, business targets & budgets. •Inspire & motivate teams with consist operational leadership within the clinic by leading by example. •Build collaborative relationships with all stakeholders(at all levels)throughout the business. •Delivery of the clinics sale budget. •Work in collaboration with senior management to ensuring best cost-effective solutions where required. •Lead,motivate, train & develop the staff, ensuring business goals are achieved & exceeded through daily engagement. •Demonstrate innovation. Look to find solutions to problems, overcome barriers, achieving goals / exceed budget. •Contribute to the local marketing strategy, liaising & collaborating with the marketing teams to develop contacts. •Generate new business by identifying, developing & closing new business opportunities. •Analysis computer information & activity, making recommendations to achieve competitive advantage. •Respond to specific enquiries ensuring highest standards of customer care. •Be pro-active in matters of patient complaints, ensuring timely resolution. •Develop & implement remedial plans to address and identify shortfalls. Show less



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• United Kingdom
• Wellness and Fitness Services
• 1 - 100 Employee

• Chief Operating Officer

  • May 2020 - Jun 2021

  Salon Savant is a Doctor-Led medical aesthetics clinic and luxury well-being spa and hair salon based in Kings Cross, Judd Street, London. Duties: • Reviewing / refined HR processes, policies / procedures, Introducing new induction strategies, providing all employees with the knowledge to build and develop their talents with the ultimate goal of creating and developing a high performing team, capable of achieving the company’s long term objectives, improving clinic infrastructure. • Improved employee performances by weekly and monthly reviews, defining KPI’s, implementing the weekly agenda format, creating a new incentive scheme commission aimed at improving staff retention, team engagement and work productivity by generating opportunities for the team to thrive and develop with clear career pathways which increased our conversion rate substantially. • Improved clinic utilisation through diary management by on-site support & assistance for the FOH bookings team, driving client service excellence through mentoring and training all staff, giving our clients the best possible clinic experience. • Implemented new stock and ordering processes reducing costs containment due to economic constraints. • Evaluations and proposals for new treatment / product mix, aimed at improving sales and increasing clinic revenue. • Setting and maintaining clinic standards and improving company compliance by organising due diligence guidelines for clinic assets and acquisitions of new equipment, including reviewing / updating the clinics facility spreadsheet. • Overseeing the CRM system, improving diary management and ensuring accurate reporting. • Reviewing and working alongside appointed legal services (Bright HR) to provide case management advice, ensuing that best practice and that employment law was followed ensuring all employment relations issues ran smoothy therefore minimising any risks to the organisation. Show less



Nuriss Skincare and Wellness Centre

• United Kingdom
• Medical Practices
• 1 - 100 Employee

• Regional Operations Manager

  • Jul 2019 - Dec 2019

  Nuriss is a skincare and wellness clinic which provides medical grade face and body procedures based in Wimpole Street and Mayfair London. Duties: • Provided strong operational leadership, overseeing multi-site daily operations & the work of executives (IT, Marketing, Sales,Finance) • Developed & implement business strategies which involved detailed weekly reporting to all team members, including key investors which improved team engagement & work productivity. • Led projects aimed at cost containment due to economic constraints, decreasing monthly expenses by 34%. • Evaluated & improved sales processes through reviewing, refining & implementing new processes, polices, procedures & protocols including reviewing & creating a monthly promotions calendar, increasing monthly revenue by 22%. • Provided onsite team development & training by mentoring/coaching all staff in driving client service excellence, which led to a 34% increase of repeat bookings & improved company transparency, culture & staff unity. • Setting & maintaining clinic standards by organising due diligence guidelines for acquisitions of new equipment. • Reviewed, refined, created & implemented successful HR & team management policies, processes & procedures, including all recruitment & new starters inductions, overseeing employee contracts & DBS checks ensuring government guidelines were adhered in accordance to U.K. law, ensuring best practice was followed at all times. • Provided effective leadership by implementing electronic workflow, creating automation of processes/reporting & client profitability analysis which led to reviewing & creating VIP client membership programmes. • Completed all company insurance renewals including company assets/ property & general liabilities. Show less



The Harley Medical Group

• United Kingdom
• Hospitals and Health Care
• 1 - 100 Employee

• CQC Registered Clinic Manager

  • Jun 2018 - Jun 2019

  The Harley Medical Group is a private limited company specialising in cosmetic surgery, medical skin and laser treatments. Duties: • Ensure that the clinics were successful across the 3 areas of quality, safety and profit. • Effectively controlled the release of proprietary and customer / patient confidential information in line with GDPR / U.K. Law. • Controlled all P&L costs to deliver the clinics budgeted margins and EBITDA. • Monitored, developed and delivered local strategic plans to improve clinic performance in line with the company vision, ensuring repeat bookings and a consistent patient journey. • Assessed the clinics sales funnel, addressing all weaknesses, ensuring clinic budgets were delivered and exceeded. • HR Management (including recruitment) Provided effective leadership development and performance management through individual monthly 1-2-1 performances reviews as well as monthly clinic meetings. • Set and monitored KPIs including individual team targets. • Responsible for health and safety compliance, working in collaboration with my lead nurse, regional manager and the board of directors. • Optimised all staff capacity through continual review of diary management including the effectiveness of working patterns, opening hours, sales mix and patient demand. Show less



Olivelli

• South Africa

• Independent Consultant / Head of Sales

  • May 2015 - Jan 2018

  Olivelli is a franchise which imports and distributes luxury high-end wedding dresses, luxury jewellery and accessories. Duties: • Responsible for catalogue and order management selection and B2B product selection together with the owner of Olivelli Eastern Cape franchise. • Generation of all business revenue including B2C sales (national and international clientele) • Individual client consultations and promotional events, increasing annual revenue by successfully cross-selling and up-selling to new and existing clientele, monitoring multiple databases. • Scheduled diary management which involved strong organisational skills and planning resulting in consistent client journey and exceptional client service. • Responsible for promotional and PR events, attending fashion trade shows etc. • Responsible for management of company inventory. • Networking and sourcing new business by joining the local women's business council. • Management of all client queries, complaints and aftercare service including out of hours emergency calls. Show less



Beautiul You Online cc

• South Africa

• CEO / Founder

  • Jul 2010 - Jun 2016

  Beautiful You Online was a non-profit online website which was created for the public, helping them make informed decisions before consulting with medical health, wellness and beauty professionals. Duties: • Responsible for attracting investors for a non-profit online organisation. • Established and maintained strong relationships with recommended specialists which including doctors, surgeons, pharmacies, product houses, health and wellness spas, beauty clinics and healthcare facilities within the Eastern Cape. • Full P&L responsibility, including monthly reporting and presentations to key investors. • Business and Operations Management • Developing organisational strategies, working collaboratively with trusted professionals,driving aggressive SEO campaigns. • Responsible for site content (collaborating with professionals delivering accurate website content and imagery) • Created public awareness by effective networking, word of mouth, online marketing campaigns and event planning promotions, which resulted in new client / public integration. • Managing and gathering of Google Analytics, general stats (collaborating and outsourcing independent IT experts) Show less



Medical Aesthetics

• South Africa

• CEO / Co-Founder

  • Nov 2005 - Feb 2012

  Medical Aesthetics was Co-Founded by Dr Adi Mari Schoeman and myself, which involved creating a portfolio of clientele wanting medical aesthetic treatments & prescribed skin care products. This was achieved by sourcing new clientele through our combined networks including outsourcing local influences within the Medical Aesthetics industry to promote the company and services. Duties: • Created company awareness by networking, joining the local women's business of commerce and successfully secured new business. • Operational and Business development, including field sales and marketing, telemarketing and online sales. • Cross-selling and up-selling medical aesthetic treatments and products to new and existing clientele. • Optimising and monitoring diary management, increasing monthly revenue by 32% in the second year of trading. • Project management - expanding and promoting the company through promotional campaigns, promotional days and hosting events / presentations throughout the Eastern Cape. • Full P&L responsibility, including planning and setting the successful projected 5 year sales forecast. • Responsible for invoicing, cash flow and product inventory. • Successful management of client queries and complaints by implementing excellent after care service protocols. • Responsible for safely storing all client records in accordance to best practice and SA law. • Responsible for out of hours queries and concerns. Show less



Beautiful You Health and Beauty Clinic and Derm-A-Gel Skin Care

• South Africa

• COO / Regional Operations Manager / Finance Manager / Head of Sales

  • Aug 1997 - Nov 2005

  Beautiful You is a well know medical aesthetics, health and wellness clinic (one of the largest of its kind within South Africa)Derm-A-Gel Skincare is an American skin care range which was bought over by Beautiful You. Duties: •Responsible for the commercial and operational decision making across all all locations throughout SA, collaborating with the CEO and improving operational strategy,assessing/monitoring the local client journey(ensuring exceptional client service and client retention) •Brand management/Product development/Packaging/Distribution and quality control. •Business development strategies including international sales and marketing/orders/distribution. •IT/CRM implementation,resulting in accurate reporting,safely storing important client information. •Responsible for H+S,ensuring clinic compliancy in accordance to government guidelines. •Key Account Management/Client Service/Retention Management. •Full P&L responsibility(including monthly payroll and yearly financial audits) •Maintaining/building trusted relationships with key stakeholders reducing monthly expenses by 32% within the first year of employment. •Effective management of all company inventory,reviewing processes and policies(reducing stock wastage by 23%,curbing monthly expenditure by 14%) •Responsible for assessing the sales pipeline, addressing all weaknesses, ensuring that all clinics and skincare budgets were delivered and exceeded. • Responsible for all HR Management/Recruitment (including resourcing,talent management, succession planning, change management) •Attended monthly/ quarterly/ yearly performance appraisals, weekly team meetings, inspiring employees to reach their full potential, driving best practice polices/procedures by sharing learning outcomes. •Introduced a strategic incentive structure resulting in a highly motivated/engaged team, resulting in a monthly revenue growth of 28%. With this model in place, the team growth went from 7-60 employees within a 5 year period. Show less