Mary Njoroge
Dubai,United Arab Emirates
Summary
Operations Manager with 8 years' experience in Dubai's beauty & wellness industry, leading high-performance teams, optimizing salon operations, and delivering exceptional client experience. Strong background in administration, team development, performance coaching, revenue growth, service standards, and operational efficiency. Proven record of lifting KPIs, improving sales performance, and building a motivated, accountable team.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work history
Branch operations manager
Sisters Beauty Lounge
Dubai
01.2023 - 11.2025
- Lead and coach a team of 12 staff, driving consistent standards across customer service, sales, and service delivery.
- Increased retail performance by 20–35% in multiple months through structured coaching, product training refreshers, and daily accountability check-ins.
- Improved average ticket spend through daily upgrade focus, technician targets, and tailored sales strategies based on staff strengths.
- Manage all operational functions: staff scheduling, daily operations control, stock monitoring with the procurement team, and branch compliance.
- Conduct weekly performance reviews and monthly target planning that align with operational goals.
- Handle all client feedback and escalations, maintaining high satisfaction and loyalty.
- Coordinate cross-departmentally with Operations, HR, Marketing, and Training to execute campaigns and maintain brand standards.
- Ensured full compliance with Dubai Municipality hygiene standards through consistent monitoring.
Supervisor
Trevor Sorbie
London
01.2020 - 01.2022
- Assisted branch manager in overseeing daily operations for a high-volume flagship location.
- Conducted daily coaching, monitored sales KPIs, and improved team engagement.
- Implemented service upgrade and retail strategies contributing to branch revenue growth by 10%.
- Ensured high-quality client experience through quick resolution of concerns and proper workflow management.
- Supported staff onboarding, training refreshers, and performance evaluation.
Head Receptionist
Tips and Toes Luxury Spa
Dubai
04.2017 - 01.2020
- Managed reception operations, ensuring smooth bookings, front-desk service, and client flow.
- Improved rebooking and upselling conversion rates through structured scripts and client engagement techniques.
- Coordinated daily schedules for 20+ staff and optimized occupancy for peak efficiency.
- Handled cashiering, end-of-day reports, and administrative documentation.
- Supported management with KPI reporting, staff communication, and operational tasks.
Education
Certificate of Higher Education - TESOL & TESL Certificate
UNI-PREP Institute
San Diego, CA 01.2023 - 12.2023
Diploma of Higher Education - AITA Travel and Tourism Diploma
Nairobi Aviation College
Nairobi 01.2014 - 12.2014
GCSEs - High School
Bro. Beausang High School
Nairobi 01.2011 - 12.2011
Skills
- Team Leadership & Coaching
- Operations & Administration
- KPI Management (Retail, Services)
- Client Journey & Retention
- Staff Training & Performance Reviews
- Upselling & Service Upgrades
- Scheduling & Resource Allocation
- Inventory (SAP) & Procurement Coordination
- Conflict Resolution
- CRM & Booking Systems (Zenoti / WebHR)
Certification
- TESOL & TESL Certificate
- UNI-PREP Institute
- Jan 2023 - Dec 2023
- AITA Travel and Tourism Diploma
- Nairobi Aviation College
- Jan 2011 - Dec 2014
Awards
Awarded 'Employee of the Year' in recognition of outstanding dedication, collaborative spirit, and exemplary customer service delivery.
Timeline
Branch operations manager
Sisters Beauty Lounge
01.2023 - 11.2025
Certificate of Higher Education - TESOL & TESL Certificate
UNI-PREP Institute
01.2023 - 12.2023
Supervisor
Trevor Sorbie
01.2020 - 01.2022
Head Receptionist
Tips and Toes Luxury Spa
04.2017 - 01.2020
Diploma of Higher Education - AITA Travel and Tourism Diploma
Nairobi Aviation College
01.2014 - 12.2014
GCSEs - High School
Bro. Beausang High School
01.2011 - 12.2011