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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.

7. 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

8. 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 explicit individual targets and accountability.

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

9. 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.

10. Customer Feedback & Service Recovery





Ensure post-service feedback is systematically collected and reviewed.

Identify dissatisfied customers quickly and coordinate resolution with Operations and the relevant Technical Director.

Track recurring complaints and customer experience issues.

Escalate serious issues to management while maintaining ownership of customer communication until closure.

KEY PERFORMANCE INDICATORS

The Head of Sales will primarily be measured on:

Commercial KPIs

Centre Revenue Achievement
Monthly revenue achieved vs target

Enquiry-to-Booking Conversion
% of qualified enquiries converted into bookings

Consultation-to-Sale Conversion
% of consultations resulting in a service/package booking

Average Bill Value

Repeat / Retention Rate

Cross-Sell Rate
Customers purchasing services across multiple categories

Membership & Package Revenue

Reactivation Revenue
Revenue generated from dormant customers

Customer Experience KPIs

Missed Call Recovery

Response Time

Customer Feedback / Satisfaction

Complaint Resolution

No-show / Cancellation Recovery

DAILY MANAGEMENT DASHBOARD

The Head of Sales should be able to answer, at any point:

What is today’s target?What have we achieved?What is booked for the rest of the day?What is the expected closing revenue?How many enquiries came in?How many converted?What high-value opportunities are still open?Which customers require follow-up?Where are we losing revenue?

IDEAL CANDIDATE PROFILE

- 7–12+ years of experience in sales, customer experience, hospitality, luxury retail, beauty, wellness or a similar premium service business
- Strong commercial and revenue orientation
- Excellent communication and customer-handling skills
- Comfortable dealing with affluent and demanding customers
- Strong team leadership capability
- Able to analyse numbers and convert them into daily actions
- Strong follow-up discipline
- Comfortable working with CRM, telephony, WhatsApp and salon-management systems
- Experience managing targets and incentive-driven teams
- High standards of grooming, presentation and professional conduct

Beauty/salon experience is desirable, but strong luxury hospitality, premium retail or high-end service sales experience can be equally relevant.

SUCCESS IN THIS ROLE

A successful Head of Sales creates a centre where:

Every enquiry has an owner.Every customer receives a proper consultation.Every genuine opportunity is followed up.Every guest is known and recognized.Relevant cross-selling happens naturally.Dormant customers are actively brought back.The team always knows where it stands against target.

Most importantly:

The Head of Sales owns the number.

The role is accountable for building and managing the commercial system required to achieve the centre’s revenue target—not merely reporting the number at the end of the month.

For your structure specifically, I would keep Nazia/Operations separate from this role. The Head of Sales owns revenue + customer-facing teams, while Operations owns centre operations, staffing coordination, inventory/process compliance, and Afra/Kriti own technical excellence in Skin/Hair. That gives you much cleaner accountability.

Pay: ₹40,000.00 - ₹80,000.00 per month

Work Location: In person

📌 Head of Sales - Luxury Skin and Hair Salon (Hyderabad)
🏢 ABAM
📍 Hyderabad