Center Manager cum receptionist

Role & responsibilities

KRA

Key Responsibilities

KPI / Measurement

1. Sales & Revenue Achievement

Own monthly centre revenue target. Drive daily sales, conversions, upselling and cross-selling across Hair & Skin services.

100%+ monthly target achievement; daily/weekly revenue tracking

2. Lead Conversion

Ensure every lead is contacted, followed up and converted wherever possible. Monitor enquiry consultation treatment conversion.

Lead contact %, consultation %, conversion %, revenue per lead

3. Revenue Drive

Drive revenue through existing patients, repeat treatments, packages, upgrades, referrals, reactivation of old/NC leads and ongoing offers.

Daily revenue achievement; repeat/referral revenue

4. Team Management

Set daily targets for sales/telecalling/front desk/therapists. Conduct morning huddles and end-of-day reviews. Coach team on conversion and productivity.

Individual & team target achievement; productivity

5. Customer Experience

Ensure every patient receives excellent greeting, consultation coordination, treatment experience and follow-up. Handle complaints and escalations personally.

Customer feedback, complaints, repeat visits, referrals

6. Centre Operations & Admin

Ensure smooth day-to-day functioning, hygiene, clinic readiness, equipment, consumables, documentation, attendance and discipline.

Daily checklist compliance; zero major operational lapses

7. Reporting & MIS

Maintain accurate daily sales, appointments, leads, conversions, collections, cancellations, pending payments and treatment reports.

100% timely & accurate reporting

8. Target Planning

Break monthly target into weekly and daily targets; identify gaps early and create corrective action plans.

Daily target vs achievement; gap closure

9. B2B / Local Business Development

Drive local revenue opportunities through corporate tie-ups, colleges, societies, events, referral partners, camps and activations.

New leads/revenue generated through B2B/BTL

10. Patient Retention

Ensure follow-up for ongoing treatments, maintenance sessions and future appointments. Reactivate inactive patients.

Retention %, repeat revenue, reactivation revenue

11. Collections

Monitor billing and outstanding payments; ensure timely collection and accurate cash/UPI/card reconciliation.

Collection efficiency; outstanding reduction

12. Inventory & Cost Control

Monitor product/consumable usage, wastage and stock levels. Ensure treatments are delivered as per SOP without unnecessary wastage.

Stock variance; wastage; cost control

13. Compliance & SOP

Ensure all centre SOPs are followed for patient handling, documentation, hygiene, billing, treatments and staff conduct.

SOP compliance; audit score

14. Staff Discipline & Attendance

Monitor attendance, punctuality, grooming, productivity and behaviour. Address performance issues promptly.

Attendance; punctuality; productivity

15. Doctor Coordination

Coordinate doctor schedules, consultations, treatment recommendations, follow-ups and conversion opportunities while maintaining ethical patient communication.

Consultation utilization; treatment conversion

Preferred candidate profile

Perks and benefits