Head of Sales - Luxury Skin and Hair Salon

Below is a JD structured for a premium/luxury salon where the Head of Sales owns the entire commercial customer journey—enquiry → consultation/visit → booking → repeat → cross-sell—while Hair, Skin and Spa teams remain accountable for service delivery and technical quality.

HEAD OF SALES

Department

Sales, Customer Service & Guest Relations

Reports to

Founder / Management

Leads

Sales Team, Customer Service / Call Centre, Front Desk & Guest Relations

Business

Luxury Hair, Skin & Spa Centre

ROLE PURPOSE

The Head of Sales is responsible for achieving the overall revenue target of the centre and leading the complete customer-facing commercial function across Hair, Skin and Spa.

The role owns the customer journey from the first enquiry through consultation, booking, visit, cross-selling, retention and reactivation.

The Head of Sales will build and manage a high-performing team across Sales, Customer Service and Guest Relations, ensuring that every enquiry and every guest receives a premium experience while maximizing conversion, repeat business and customer lifetime value.

Primary Accountability

Centre Revenue Target

The Head of Sales is the single commercial owner of the centre’s revenue target.

KEY RESPONSIBILITIES1. Revenue & Sales Management

Own and deliver the monthly revenue target for the centre across

Hair

Skin & Aesthetics

Spa & Body

Nails / other services, where applicable

Packages and memberships

Retail products

Translate the centre target into weekly and daily targets and actively manage performance against them.

Track

Revenue vs target

Bookings

Average bill value

Service mix

New vs repeat customer revenue

Membership/package sales

Cross-category revenue

Lost opportunities

Identify revenue gaps early and take corrective action rather than waiting for month-end.

Lead & Enquiry Conversion

Own conversion of all incoming opportunities across

Calls | WhatsApp | Website | Social Media | Walk-ins | Referrals | Existing Customers

Ensure enquiries are responded to quickly and professionally.

Establish clear processes for

Enquiry → Need Identification → Consultation → Recommendation → Booking → Visit → Follow-up

Monitor leads that did not book and ensure systematic follow-up.

Personally intervene in high-value, complex or sensitive sales opportunities where required.

Customer Service & Call Centre

Lead the Customer Service / Call Centre function.

Ensure the team maintains premium standards across calls, WhatsApp and other customer communication.

Monitor

Response time

Missed calls

Call-back completion

WhatsApp response time

Enquiry-to-booking conversion

Follow-up completion

Call quality

Customer communication quality

Ensure no genuine sales opportunity is lost because of poor response, incomplete follow-up or lack of ownership.

Guest Relations & Front-of-House

Lead Guest Relations and ensure a consistently high-quality experience from arrival to departure.

Guest Relations should know

Who is arriving

What service they are booked for

Whether they are a new or repeat guest

Relevant preferences/history

Opportunities for additional services

Any previous service or experience concerns

Ensure smooth coordination between Guest Relations and the Hair, Skin and Spa teams.

Personally manage VIP guests and important service-recovery situations when appropriate.

Consultation & Cross-Selling

Build a consultation-led sales culture rather than aggressive selling.

Ensure customers are introduced to relevant services across departments.

For example

Hair Client → Skin Consultation → Facial → Spa → Membership

or

Skin Client → Hair → Spa → Maintenance Programme

Work closely with the Hair Director, Skin Director and Spa team to develop appropriate service recommendations and customer journeys.

Technical recommendations must remain with qualified service professionals; the Sales team is responsible for ensuring the consultation happens and converting the recommendation into a booking.

Customer Retention & Reactivation

Own customer retention from a commercial perspective.

Build systematic follow-up for

First-time customers

Customers due for their next service

Customers who have not returned

Package/membership customers

High-value customers

Customers who received consultations but did not purchase

Customers who cancelled or did not show

Create reactivation campaigns for dormant customers.

The objective is not simply to generate the first transaction but to increase customer lifetime value.

Memberships, Packages & Retail

Drive sales of memberships, packages and relevant retail products.

Train the team to explain value clearly without discount-led selling.

Track

Membership conversion

Package conversion

Package utilization

Renewal rates

Retail attachment

Revenue generated from members

Member retention

Team Leadership

Lead, coach and manage the Sales, Customer Service and Guest Relations teams.

Conduct

Daily sales huddles

Weekly pipeline reviews

Monthly performance reviews

Call/chat quality reviews

Sales and consultation training

Individual coaching

Create clear individual targets and accountability.

Recognize strong performance and intervene quickly where performance falls below expectations.

Coordination with Technical Directors

Work closely with the Hair Director, Skin Director and Spa Leads.

The distinction in accountability should remain clear

Head of Sales owns

Customer acquisition, enquiry conversion, bookings, revenue, cross-selling, retention and commercial customer relationships.

Technical Directors own

Consultation quality, technical recommendations, service quality, protocols, staff capability and technical outcomes.

Both functions jointly contribute to repeat business and customer satisfaction.

The Head of Sales must ensure customers reach the appropriate technical expert without creating unnecessary hand-offs or making the customer repeat their requirements multiple times.

Customer Feedback & Service Recovery

Ensure post-service feedback is systematically collecte