Dima Ziad

Operations and Branch Director with 3+ years of experience building and scaling premium beauty and wellness businesses in the UAE. proven track record in driving revenue growth, improving operational efficiency, and leading high-performing teams. Founder of a successful spa operation with full P&L ownership and a strong focus on delivering exceptional client experience.

Founder and Operations Director at Le Maya Center & Spa (2023-05 – 2026-04)

• Led full business setup, operational development and commercial execution.
• Developed and implemented all SOP's across front desk, therapist operations, sales operations, CRM coordination, and client experience standards.
• Oversaw all operational workflows ( scheduling systems, appointment management, operational reporting and performance monitoring ).
• Ensured full legal and regulatory compliance with UAE health and business authority requirements
• Solely managed all HR functions: recruitment, onboarding, contracts, performance appraisals, disciplinary actions, and staff terminations
• Built and led a team of 20+ employees including therapists, front desk staff, sales coordinators, and support personnel
• Implemented training programs that resulted in a 25% improvement in team performance and a 10% increase in customer satisfaction scores
• Managed staff schedules, leave requests, payroll coordination, and employee retention strategies
• Drove a 30% increase in monthly bookings through targeted marketing campaigns and strategic upselling of treatments and packages
• Increased client retention by 20% through retention-focused client engagement strategies.
• Consistently improved sales performance and collections through KPI monitoring and sales coaching.
• Enhanced brand positioning through elevated luxury service standards and operational consistency.
• Oversaw lead conversion strategy and client acquisition performance, maintaining a high appointment conversion rate
• Managed full P&L responsibility including budgeting, cost control, revenue tracking, and financial reporting
• Reduced operational cost by 15% through strategic cost-control initiatives.
• Managed supplier negotiations, partnerships, and procurement of products and equipment.
• Maintained complete client file documentation, consent forms, treatment records, and center data management systems
• Established strategic partnerships with local businesses and wellness influencers, generating 15% more referral business
• Executed quarterly branch sales and marketing events, exhibitions, and promotional gatherings to expand client base
• Managed all social media presence and community engagement to enhance brand visibility in Al Ain market

Legal Trainee at Al Nabulsi Law Firm (2018 – 2020)

• Coordinated with clients, organizing case documentation and tracking hearing dates
• Handled legal document preparation, drafting, and case follow-up
• Liaised with government departments on behalf of clients and the firm

Supervisor – Cosmetic Sales Department at Al Madar Medical Center (2014- – 2015-)

• Managed scheduling for 50+ daily appointments, reducing scheduling conflicts by 15%
• Achieved monthly sales targets by promoting treatments and packages to clients
• Monitored bookings, follow-ups, and client retention to ensure consistent revenue flow

Bachelor of Law in Law – The University of Jordan (2014 – 2018)

Beauty Diploma in Beauty – Amman (2022 – 2022)