Job Title: Regional Marketing Manager Reporting Line: General Manager
Role Overview: To serve as a dynamic leader in the Porcelain Executive Committee to spearhead high-level strategic marketing and communication plans across all markets and various business units to drive overall performance and growth. It is critical for the position to constantly keep abreast of market trends, understand business strategy, develop and execute impactful campaigns. Adept with multi-tasking, this position requires setting comprehensive goals for your team and assimilating information across all departments and its stakeholders so that there is strong internal alignment. The ability to plan for strategic long-term growth whilst meeting short term targets is critical to the success of this role. This leader is also expected to be data-driven, analytical and creative with a strong communication skills and command of the English language. This position leads the marketing team in setting comprehensive goals and developing impactful marketing and branding strategies throughout all markets to improve overall performance and growth.You will be working with the General Manager and the management team to develop new brands and drive regional expansion.

Responsibilities & Duties: Overall Marketing
• Setup Marketing goals, systems and processes to achieve Revenue, Recruitment and Retention goals for Spa and Skincare business
• Manage the marketing team and other internal stakeholders to align to the business strategy
• Provide marketing strategies and campaign (including but not limited to creative, pricing and promotions)
• Review and oversee the distribution channel management
• Create annual marketing plan, sales forecasts and budget that is in line with business strategy
• Plan and coordinate marketing campaigns (brand-level, product launch, etc.) for both offline and online channels
• Oversee media buying strategies and manage digital marketing agencies
• Guide the social media team to implement and communicate
• Ensure Porcelain’s brand message is strong and consistent across all channels and marketing touchpoints
• Close collaboration with sales department to develop pricing and promotional strategies to support sales and lead gen effort
• Forecast and plan/review and report on performance of all marketing activities and campaigns and assess against goals and budgets
• Provide Reporting and Analysis including gathering of market intelligence and researches to gain customer insights Community Building and Brand Management
• Build and nurture a strong industry network, increase awareness and develop an enviable corporate image by developing and executing effective communication and media relations programs
• Develop a month-on-month strategic engagement plan for key media and influencers both on and offline
• Coordinate with internal stakeholders to prepare communication briefs and materials (press release, visuals, decks, etc.) on the product/event/promotion to relevant media
• Monitor media and prepare monthly PR clipping reports including social mentions, blog / video reviews, assessment of impressions / reach and approximate value of earned media

Job Title: Branch Manager
Reporting Line: Area Sales Manager
Role Overview:
The Branch Manager is responsible to support the Area Sales Manager on overall business results, sales budget, operational excellence as well as continued sales growth for the assigned branch. He/She is also required to support the whole team on operational scope and foster a positive environment according to Porcelain’s operational standards.

Responsibilities & Duties:
• Oversee the activities and performance of the branch(s) assigned and executing business continuity plan when necessary
• Ensure the success of business results and sales budget by proposing a business plan to the Sales & Operations Manager
• Monitor and ensure ratings for Daily Client Satisfaction Survey (DCSS) and Net Promoter Score (NPS) meets KPI.
• Timely submission of rosters, sales, and operation reports.
• Involve in the planning and execution of all marketing and tactical promotion mechanics.
• Support and coordinate with marketing on lead generation.
• Lead and manage monthly target setting for each therapist.
• Manage customers package plans by working closely with Client Relations and Customer Success team.
• Coach & lead the sales teams on Porcelain selling methods and tools.
• Resolve, track, and monitor customer feedback and complains.
• Maintaining the store standard through monthly store audit, identifying, and solving areas of improvement.
• Lead and responsible for store audit and inventory checks.
• Regular staff performance evaluation and identify performance gaps.
• Developing sales team through motivation, counselling, and meeting to the standard of Porcelain Treatments and Product knowledge.
• Recognise employee achievements and encouraging excellence in the work environment.
• Coordinate trainings when there is new product and treatment offerings.
• Interact with customers on a regular basis to ensure satisfaction and gain useful feedback.

Job Requirements:
• Minimum 6 years of experience in Beauty/Spa industry and experience managing a team
• Sales experience is an added advantage
• Digitally proficient and MS Office Application (Words, Excel & PowerPoint)
• Strong communication and interpersonal skills
• High-level of initiative and service orientation
• Team player with positive attitude and pleasant disposition

Job Title: Customer Success Admin
Reporting Line: Customer Success Manager / Marketing Team
Role Overview: A Customer Success Admin is responsible for developing and maintaining customer relationships via Porcelain's various live chats and communication platforms. The CS Admin will also actively connect with customers to ensure they are satisfied with the services they receive, provide solutions upon areas of dissatisfaction, and escalate feedback to management whenever required. The Incumbent Is expected to embrace the Porcelain values and philosophy when communicating to all external and internal parties.

Responsibilities & Duties:
• Manage all incoming and outgoing enquiries from customers via various communication platforms. (e.g., Zendesk, Freshdesk, Qontak, Privyr, WhatsApp, SMS etc.)
• Support in establishing automated standards in answering machines.
• Build rapport and establish good relationship with customers to ensure customer retention & loyalty.
• Communicate and work closely with the front desk and therapist team to ensure maximum customer satisfaction.
• Equipped with sales, customer service and skincare knowledge to educate customers on Porcelain's Products & Services.
• Handling and replying promptly to all customers enquire and providing the best solutions to them.
• Cultivate new leads by suggesting Porcelain's service and product offerings.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Weekly reporting and feedbacks on the efficiency of the customer service process.
• All other projects and administrative duties as required.

Job Requirements:
• At least 1 year of customer service-related experience preferably in beauty Industry
• Proficient in English (both written/spoken), mandarin will be a plus.
• Strong customer orientation and ability to adapt/respond in different environments.
• Digitally proficient and MS Office Application (Words, Excel & PowerPoint)
• Strong communication and interpersonal skills
• High-level of initiative and service orientation
• Ability to work independently, multi-task, prioritize and manage time effectively

Job Title: Office Administrative Associate
Reporting Line: HR Executive
Role Overview: The role will provide support to all administration need of the company by creating and maintaining a pleasant work environment, ensuring high levels of organisational effectiveness, communication, and safety for the business to be smooth-running.

Responsibilities & Duties:
• Maintain records and process Invoices related to office admin function.
• Coordinate and oversee Company contracted vendors for Business' ancillary services (Wifi, Microsoft Licensing, Telephone lines etc.)
• Order and maintain office supplies.
• Maintain records of office assets and equipment.
• Perform data entry and general administrative duties.
• Assist in organising Company events and activities.
• Coordinate and arrange schedule for meetings and appointments.
• Liaise with building management/landlords on building maintenance & services.
• Assist with setting up of workstation, laptop, business accounts and security systems for all new joiners.
• Provide basic IT knowledge of troubleshooting any IT related Issue for both Windows & MacOS.
• Assist with plans for office move or renovation works when required.
• Involvement and support of all Company events.
• Assisting with gift purchases for corporate partners and/or employees.
• Any other ad-hoc duties assigned.

Job Requirements:
• Possessing Diploma In IT or equivalent will be advantageous
• Applicants without prior work experience welcomed to apply
• Digitally proficient & competent in MS Office (Outlook, Word, Excel & PowerPoint)
• Strong communication and interpersonal skills
• Display high-level of initiative and meticulous
• Team player with positive attitude and pleasant disposition

Job Title: Beauty Therapist
Reporting Line: Branch Manager
Role Overview: The Therapist is responsible for recommending and selling the appropriate treatment and products to customers, performing all treatment services according to Porcelain's standards and achieving sales goals every month.

Responsibilities & Duties:
• Being an ambassador of Porcelain
• Perform treatment services according to standards set by the company
• Assess clients’ needs and provide professional advice
• Recommend, educate and promote suitable treatments and products to clients
• Ensure client’s satisfaction and comfort after each treatment therapy
• Prepare treatment rooms, and maintain cleanliness & neatness of work stations
• Assist in checking and maintaining inventory and treatment supplies
• Provide administrative support in terms of customer care, including scheduling appointments, maintaining accuracy in customers’ treatment logs and customer satisfaction survey
• Build rapport and establish good relationships with customers to ensure customer retention

Job Requirements:
• Possess CIBTAC / CIDESCO / ITEC qualification or other Beauty Certificates
• Dedicated and Strong willingness to learn
• High-level of initiative
• Exhibits right values towards customers
• Able to communicate and listen well
• Team player with positive attitude and pleasant disposition
• Bilingualism is a plus, especially with a strong command of the English language

Management Trainee (Beauty / Luxury Retail)
Join Porcelain as a Management Trainee, where you’ll become fast friends with a local, award- winning, dynamic skincare brand.

What You’re Going to be Doing
Our Management Trainee programme is an intensive two-year one that exposes you to key departments through experiential learning and rotation. During this time, you’ll get up close and personal with our business and support units, gaining experience and insight in both the business and industry.

Job functions and departments include spa & retail management, sales & marketing, branding and product development, human resource, client relations and other support functions. Over the two years, expect opportunities for growth and understanding every nook and cranny of Porcelain.

The role is designed:
• To give candidates an accelerated, all-encompassing career, thus granting future access to a specialization in any track within the company
• To provide experienced mentors for guidance & training
• For limitless learning and development opportunities
• To provide fast-track career advancement in the company

Requirements:
• Candidate must possess at least a Bachelor's Degree, Post Graduate Diploma, Professional Degree, any field
• Passionate about the Beauty industry
• Possess drive, initiative and embrace opportunities to learn
• Good leadership skills with ability to lead and motivate a team to achieve sales target in line with business objectives
• Excellent communication and interpersonal skills
• Goal-oriented, independent, confident and self-motivated
• Able to multitask and adapt to a fast-paced environment
• Willing to work retail hours, on weekends and public holidays
• Prior relevant work experience will be an advantage

Cultures and Values
• Integrity (we use only the best and never compromise on quality)
• Commitment (we only hire people who love their job and are passionate about it)
• Dedication (we live and breathe Skincare)
• Professionalism (your precision in work enables smooth operation for the organization)
• Transparency (we practice a strict, no hard-selling approach)

Benefits:
• Medical & Life Insurance
• Training & Development opportunities
• Products and Services Benefits