Luciana Hermez

Drove business growth through strategic service conversions, targeted promotions, and operational excellence, consistently exceeding client expectations.

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Professional Experience

Clinic Manager – Malvern

Key Responsibilities & Achievements:

• Manage daily operations across two busy skin and laser clinics, overseeing staff, rosters, inventory, and client satisfaction.

• Achieved $19,000+ in sales during a single VIP event through strategic planning, team coordination, and targeted offers.

• Implemented conversion strategies to drive cross-service bookings (e.g., laser to skin, skin to injectables), resulting in increased revenue and client retention.

• Lead weekly team huddles, individual performance check-ins, and incentive programs to motivate staff and hit KPIs.

• Recruited and onboarded multiple new team members, including coordinating induction, training, and mentoring.

• Developed and rolled out promotional campaigns including 40% off skin treatments for new clients, increasing new bookings.

• Monitor and report on monthly clinic and staff performance across LHR, Inject, Skin, and Retail categories.

• Delivered exceptional client care, with a strong focus on post-treatment follow-up, personalised service, and trust-building.

• Champion a strong brand culture with the clinic slogan “Show up and show off,” encouraging confidence and transformation.

• Maintain calm leadership under pressure, supporting junior staff (including students) with development and delegation.

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Key Skills

• Clinic Operations & Management

• Team Leadership & Mentorship

• Staff Rostering & Recruitment

• Client Consultation & Experience

• Skin, Laser & Injectables Knowledge

• Sales Strategy & Promotions

• Cross-Service Conversions

• Performance Tracking & KPIs

• Event Planning (e.g., VIP Nights)

• Communication & Conflict Resolution

• CRM & Booking Systems

• Observ Skin Analysis (recommendations and implementation)

• Managing and ensuring smooth day to day operation of the clinic
• Staff accuracy in checking in and out of appointments and rebooking clients
• Flawless accounts and record keeping via software system (shortcuts) and taking full accountability for clinic outcomes
• Collating of monthly accounts/receipts and managing the maintenance and safety of clinics equipment and products
• Always Promoting and endorsing the business interests
• Achieving weekly targets
• Driving clinic sales and upselling packages
• Client retention through excellence in customer service and satisfaction
• Cross selling of services – ensuring staff are promoting all services that are provided
• Reviews- achieving reviews via online, social media and word of mouth
• Reporting to business owners daily
• Social media content daily
• Responsible for sending team weekly emails recapping the week and month to achieve budget
• Making sure all calls, emails and messages are responded to by end of day.
• Updating and replacing new promo display materials
• Weekly meetings with management
• Providing the best quality results to clients while also developing my own experience and expertise
• Ordering products for clinic monthly

• Daily pre-start meetings to ensure preparation of the day ahead
• Ensure tasks and deadlines are met monthly
• Accurate planning to ensure all merchandise in store is tidy/updated
• Creating a positive work environment
• Reporting to upper management
• Educating staff with knowledge on: current promotions, store product names, store product prices, product codes, telephone etiquette
• Sales processing/Banking weekly

• 'Top Sales Award' for the year
• Ensure tasks and deadlines are met each week
• Accurate planning to ensure all merchandise in store is tidy/updated
• Creating a positive work environment
• Scheduling employee rosters/shifts
• Tracking & Reporting of weekly sales
• Educating staff with knowledge on: current promotions, store product names, store product prices, product codes, telephone etiquette
• Sales processing/Banking weekly

• 'Top Sales Award' for the year
• Ensure tasks and deadlines are met each week
• Accurate planning to ensure all merchandise in store is tidy/updated
• Creating a positive work environment
• Scheduling employee rosters/shifts
• Reporting to upper management
• Educating staff with knowledge on: current promotions, store product names, store product prices, product codes, telephone etiquette
• Sales processing/Banking daily