JOB OVERVIEW
We are seeking a highly organised and experienced Clinic Manager to oversee the daily operations of our London Marylebone and Berkhamsted-based medical aesthetics clinic. The successful candidate will have overall responsibility for the leadership, commercial performance, and compliance of the clinic. The role builds and motivates an effective team through rota planning, recruitment, coaching, and performance reviews, while driving treatment and retail sales, managing costs against KPIs, and supporting local marketing activity. Operationally, the Clinic Manager ensures full regulatory compliance (including CQC), accurate record-keeping in line with data protection requirements, and the upkeep of the clinic environments. Above all, the role champions a customer-focused culture that delivers high standards of service and lasting client relationships.
KEY DETAILS:
- Attendance - Mon-Fri (09:00-17:30)
- Working Hours - 40 hours per week
- Pay - £55,000 per annum + commission
- Location: London Marylebone clinic-based, with 1-day per week working from the Berkhamsted clinic (HP4 2DJ), and up to 1-day WFH per week.
KEY RESPONSIBILITIES
Management & Leadership
- Provide active, consistent leadership to clinic staff, building an effective and motivated team
- Plan staffing requirements and manage rotas to ensure optimum coverage
- Participate in recruitment and deliver thorough inductions, including uploading and maintaining all essential documentation in the shared Dropbox folder
- Ensure effective communication with staff, including holding and recording six-monthly team meetings
- Coach staff on performance, carry out probationary reviews and annual appraisals, and foster a culture of learning and continuous improvement
- Apply HR policies and procedures fairly and consistently, liaising with the Group Head of People as required
Commercial & Financial
- Review and analyse clinic financial performance against KPIs, discussing at monthly meetings with the COO
- Manage costs and overheads in line with financial targets
- Promote treatment and retail sales, including two blogs and two targeted newsletter campaigns per month
- Liaise with the Social Media Manager on promotion and marketing planning, and review quarterly social media reports from Cosmetic PR
- Plan and implement stock control, retail merchandising, and clinic layout to maximise sales, customer satisfaction, and image
- Manage cash and payment systems in accordance with company procedures, prioritising staff and client safety
Operational Efficiency & Compliance
- Visit the Berkhamsted clinic monthly in person and support the Clinic Coordinator virtually, including at least one planned weekly call
- Continually review administration and operational procedures to improve efficiency and effectiveness
- Liaise with Aesthetic Response and review monthly call reports
- Ensure full compliance with internal and external regulatory standards, including CQC
- Maintain client records, complaints, and clinical incident logs in accordance with the Data Protection Act, recorded in the shared Dropbox folder
- Manage the upkeep and condition of all fixtures, furnishings, and equipment
Customer Service
- Develop and maintain a customer-focused culture that delivers high standards of service and long-term client relationships
- Provide support and reassurance to clients to ensure they fully understand their purchase decisions
- Maintain a high profile within the clinic, leading by example and building strong relationships
- Report and manage all client complaints in line with company protocol
SKILLS, KNOWLEDGE & EXPERIENCE
- 5+ years of proven experience managing a clinic, salon, spa, or similar customer-facing operation, including leading and developing a team through recruitment, coaching, and performance management
- Experience working in a CQC-registered environment, with a good understanding of CQC requirements and regulatory compliance
- Commercially astute, with a track record of delivering against sales and financial targets, interpreting KPIs, and managing costs and budgets
- Excellent interpersonal and communication skills, confident handling clients, complaints, and difficult conversations professionally
- Working knowledge of data protection (UK GDPR) as it applies to client records, plus HR fundamentals including inductions, appraisals, and fair application of policies
- Highly organised and IT competent (booking systems, Dropbox, Microsoft Office), able to work autonomously and support marketing activity such as blogs, newsletters, and social media
- Experience in medical aesthetics, dermatology, or premium skincare, and supporting a second site remotely
Pay: £55,000.00 per year
Benefits:
- Employee discount
- Store discount
Ability to commute/relocate:
- London W1G 8GE: reliably commute or plan to relocate before starting work (required)
Experience:
- clinic management: 5 years (required)
Work authorisation:
- United Kingdom (required)
Willingness to travel:
Work Location: In person
