Operations & Growth ManagerMulti-Site Aesthetic Clinics
Luxe Lips | Melbourne, Victoria | Full-time
Luxe Lips is seeking an experienced Operations & Growth Manager to strengthen our existing clinics and help lead our next stage of expansion.
This is not a traditional Practice Manager position or a pure sales role. We need a commercially minded operator who can lead people, improve performance, strengthen client relationships and build systems that can be repeated as Luxe Lips grows.
Working closely with the Founder and Clinical Leadership Team, you will oversee operations across our Camberwell, Moonee Ponds and Brighton clinics while preparing the business for future locations.
About Luxe Lips
Founded in Melbourne in 2019, Luxe Lips is a growing cosmetic and aesthetic clinic group built around natural results, client safety, honesty and exceptional care.
We aim to build lasting relationships with our clients and support them throughout their ongoing aesthetic journey. As we prepare for national growth, we are investing in the leadership, systems and infrastructure needed to maintain our standards at scale.
The Opportunity
The Operations & Growth Manager will sit between the Founder and our Clinic Managers or Site Leaders. You will ensure every clinic has clear leadership, consistent standards, strong client relationships, reliable systems, appropriate resources and visibility over performance.
We need someone who looks beyond daily tasks to identify root causes, assign ownership, build repeatable systems and measure whether solutions work.
Key ResponsibilitiesMulti-Site Operations
- Oversee the operational performance of all Luxe Lips locations.
- Lead, support and hold Clinic Managers and Site Leaders accountable.
- Establish clear responsibilities, authority and escalation pathways.
- Create consistent daily, weekly and monthly management rhythms.
- Ensure Luxe Lips standards are implemented across every clinic.
- Identify operational gaps and ensure agreed actions are completed.
- Improve communication, handovers and collaboration between locations.
- Reduce unnecessary reliance on the Founder or any one employee.
- Ensure clinics are appropriately staffed, prepared and resourced.
Systems and Continuous Improvement
- Identify inefficiencies, duplication and key-person dependency.
- Develop practical SOPs, checklists, workflows and reporting systems.
- Ensure systems are genuinely used, measured and improved.
- Assign clear ownership and deadlines to operational actions.
- Strengthen rostering, workforce planning, onboarding, training coordination, stock control and internal communication.
- Use technology and automation to improve accuracy, visibility and efficiency.
- Build systems that can be transferred into every future location.
Client Relationships and Experience
- Lead the client relationship strategy across Luxe Lips.
- Ensure every client receives a warm, polished and consistent experience.
- Strengthen the journey from initial enquiry through consultation, treatment, aftercare, rebooking and future visits.
- Build systems that support trust, loyalty, retention and relationship continuity.
- Establish clear communication and client-care standards for managers, clinicians and front-of-house teams.
- Monitor feedback, satisfaction, rebooking, retention and public reviews.
- Ensure clients needing additional support or follow-up are contacted.
- Manage sensitive client matters with empathy, discretion and ownership.
- Work with Clinical Leadership when clinical assessment or judgement is required.
- Turn client feedback into improvements in communication, training and clinic processes.
- Develop thoughtful re-engagement and retention strategies aligned with the Luxe Lips brand.
Commercial Performance
- Monitor clinic and group performance against agreed targets.
- Build and maintain a clear multi-site performance dashboard.
- Track revenue, forward bookings, conversion, rebooking, retention, practitioner utilisation, cancellations, average client value, labour efficiency and stock wastage.
- Identify performance gaps and develop practical improvement plans.
- Work with Clinic Managers, reception, clinicians and marketing to strengthen bookings and utilisation.
- Evaluate the impact of staffing, services and opening hours.
- Present evidence-based recommendations to the Founder.
- Ensure initiatives are implemented, measured and reviewed.
Leadership and Team Development
- Build a culture where people feel supported while remaining accountable.
- Coach Clinic Managers and emerging leaders to make sound decisions.
- Establish clear expectations and performance standards.
- Support recruitment, onboarding and leadership development.
- Coordinate structured onboarding for nurses, dermal clinicians, receptionists and managers.
- Work with Clinical Leadership to support appropriate training and competency development.
- Address performance or conduct concerns promptly and fairly.
- Develop managers who can resolve problems without escalating every decision.
- Monitor workload, management capacity and key-person risk.
- Build succession and continuity plans for important roles.
Growth and Expansion
- Translate the Luxe Lips growth vision into a practical expansion plan.
- Contribute to the evaluation of potential locations and markets.
- Develop plans, budgets, timelines and workforce requirements for new clinics.
- Create a repeatable new-clinic opening framework.
- Coordinate property readiness, recruitment, onboarding, systems, technology, stock, marketing and launch requirements.
- Ensure new locations open with clear leadership, operating procedures and reporting structures.
- Monitor new clinics during establishment and address performance gaps early.
- Capture lessons from each launch and improve the model before the next opening.
- Ensure growth does not compromise client experience, clinical standards or culture.
Clinical Governance
This is an operational, commercial and growth leadership role. You will not be expected to make clinical decisions unless appropriately qualified and authorised.
Clinical protocols, treatment decisions, practitioner competency and adverse-event management remain with the appropriate Clinical Director or Clinical Lead. You must be confident leading clinical professionals while respecting their scope of practice and established escalation pathways.
What Success Looks Like
Within your first 6 to 12 months, you will have:
- Established clear accountability across clinics and managers.
- Introduced a consistent multi-site reporting and management rhythm.
- Improved visibility over commercial and operational performance.
- Strengthened client retention, follow-up and relationship continuity.
- Reduced the number of operational decisions requiring Founder involvement.
- Improved consistency across the client journey.
- Strengthened rostering, onboarding, stock and workflow systems.
- Reduced key-person dependency.
- Developed a repeatable framework for opening future clinics.
- Delivered measurable improvements in clinic performance.
About You
You are a commercially aware, systems-minded leader who can move confidently between strategy and execution. You do not simply identify problems: you establish ownership, implement solutions, measure the outcome and ensure the improvement continues.
You understand how to support people without removing accountability. You are comfortable making decisions, leading change and having difficult conversations when necessary.
You will ideally bring:
- Proven senior operations or practice-management experience.
- Experience overseeing multiple sites, business units or service locations.
- Success leading managers and multidisciplinary teams.
- Strong commercial acumen and confidence with KPIs, budgets and reporting.
- Experience improving systems, workflows and accountability.
- Strong project-management and implementation capability.
- Experience launching or scaling locations, services or business units.
- A strong understanding of client relationships and retention.
- Confidence conducting performance conversations.
- Excellent organisation, communication and follow-through.
- Experience using CRM, rostering, practice-management and reporting systems.
- The ability to work closely with a Founder in a fast-moving environment.
Experience in cosmetic medicine, medical aesthetics, dental, allied health, specialist healthcare, premium retail, beauty or another multi-site service business would be highly regarded. A clinical qualification is not essential.
This Role May Not Suit You If
- You want a purely administrative Practice Manager position.
- You organise activity without measuring results.
- You wait for detailed instructions before acting.
- You avoid accountability or difficult conversations.
- You are uncomfortable owning commercial outcomes.
- You want to discuss growth strategy without executing it.
- You absorb every problem instead of building systems and capable managers.
Why Join Luxe Lips?
At the heart of Luxe Lips are our people. We believe the strength of our clinics comes from the individuals who care for our clients, support one another and bring our values to life every day.
As Operations & Growth Manager, you will have the opportunity to develop leaders, help talented people thrive and create systems that make their work clearer, more sustainable and more rewarding.
How to Apply
Please submit your resume and a cover letter addressing:
- The largest or most complex operation you have managed.
- A system or performance issue you personally improved and the measurable result.
- Your experience launching or scaling a location, service or business unit.
- An example of how you improved client retention or loyalty.
- Why you would like to help grow Luxe Lips.
Applications with specific examples, measurable results and clear personal ownership will be prioritised.
Pay: $90,310.41 – $115,136.69 per year
Benefits:
- Employee discount
- Maternity leave
- Professional development assistance
Work Location: In person
