General Manager | Sales / Operations Manager

Elements Massage

23h

About The Position

Looking for a management position with growth opportunities in the Wellness industry? Elements Massage® is looking for a sales manager / operations manager to oversee sales and operations for a Massage Therapy wellness studio. Contact us today! Elements Massage® Studio Manager Benefits: Competitive pay and bonus structure Medical Insurance Sick Pay Profit sharing Free massage therapy services Manager Qualifications - A great manager believes in the therapeutic benefits of Massage Therapy, and has the following: Experience in management including but not limited to experience as a sales manager, operations manager, and/or general manager. Has excellent leadership skills; ability to lead a team in an organized and efficient way ensuring operations runs smoothly. Implement structure, policies, and procedures. Customer Service oriented Ability to identify and problem solve, set expectation, goals, and delegate Strong verbal and written communications skills Possess strong interpersonal skills to communicate with confidence Must be an excellent organizer and problem solver with strong project management skills Must be able to work flexible days and hours; including nights, weekends, and holidays Competent trainer and motivator MindBody Software experience a plus Responsibilities Position Summary:A Manager is responsible for all aspects of location operations, including but not limited to daily operations, guest satisfaction,employee engagement, human resources, financial performance, goal setting & sales, training, and revenue generation. This positionwill work in tandem with the Franchisee to ensure the implementation of brand service strategy and brand initiatives to meet orexceed guest expectations, increase profitability and market share. The Manager will hold all stakeholders accountable for goalexecution by guiding their individual and collective professional development. Position Responsibilities:Operations Strategy Development and Execution● Develop location-specific and individual goals based on recommended KPI benchmarks from the Support Center or the leadership Implement processes and procedures to efficiently and effectively complete tasks that can beduplicated and executed by team members and ensure smooth daily operations.● Stay up to date with current industry trends and Support Center resources including newsletters, business focuses,initiatives, and training/support programs that will help inform the best business strategies to stay ahead of the competition● Retail, service product, and office supply inventory management and control to ensure smooth operation of the businessthrough the counting, organization, and ordering● Ensure the cleanliness and organization of the entire location based on brand standards● Develop system(s) to manage and maintain member accounts (EFTs)● Be a champion for the brand and your Franchisee’s organization and promote a client focused operationMember and Guest Relations● Manage responses to guest feedback and escalated complaints provided through various communication channels● Monitor recurring issues or trends and find solutions to minimize guest issues● Implement and execute processes for obtaining and retaining members through excellent guest service and satisfaction● Monitor at-risk members to understand their desire to freeze/cancel their memberships; determine effective solutionsto retain their business● Coach Service Providers and Guest Service/Sales team members how to handle guest complaints with tact andprofessionalism and resolve them in a prompt manner● Drive prospects & brand awareness in the local area, working with local businesses to cross-promote servicesOwner and Stakeholder Relations● Collaborates with the location Owner to set and execute business goals based on weekly, monthly, quarterly, andannual KPI performance● Keeps Owner informed of brand initiatives and guest experiences● Provides Owners with in-depth analysis of location performance, incorporating guest, financial, and employee business data● Collaborates with the Owner to develop and implement location-specific employee engagement and retention strategiesthat will support location capacity regarding their independently owned and operated studios, including hiring, direction, training, supervision, discipline, discharge, compensation (e.g., wage practices and tax withholding and reporting requirements), and termination of employment. Studio Manager Studio direction, training, supervision, discipline, discharge, compensation, and termination of employment. All individuals hired by franchise owners’ studios are their employees, not those of FTF, ETM, ALF, RWF, Helen of Troy or DBF. Benefits vary byindependently owned and operated studios. iCIMS® is a registered trademark owned by ICIMS, Inc.● Collaborate with the location’s Educator / Lead to schedule and execute Service Provider training as a way to expand locationcapacityStaff Recruitment and Selection● Actively monitor staffing levels for all positions in the location, post job descriptions & manage the applicant trackingsystem (iCIMS) platform to organize postings & incoming inquiries● Set up first round (and/or all) interviews for all incoming candidates● Conduct interviews for all positions in the location and determine subsequent interviews for hiring partners● Leverage recruiting and selection tools made available to source and hire the best candidates for the location’s needs● Collaborate with the Educator / Lead and Owner to plan for capacity needs by identifying "At Risk" employees● Plan and schedule upcoming Service Provider and Guest Services training● Schedule & facilitate Best First Day Ever for all incoming new hiresStaff Engagement and Turnover● Accountable for the growth of the location’s Service Provider numbers through increasing Service Provider workengagement and decreasing Service Provider turnover.● Work with Educator / Lead to ensure Service Provider team members continually develop professionally, meetindividual and organizational goals, and always learn.● Conduct Stay Interviews and regular formal and informal check-ins.● Identify and resolve any conflict between location team members.● Promote high levels of team and individual engagement through mentorship style, leadership, and team moderation.Location Culture and Leadership● Demonstrates desired behavior for location staff, including a focus on membership sales, guest service, cash management,retail sales, member retention, staff interaction, and follow-up with guests.● Meet regularly with location staff to align on organizational needs and objectives on an individual and collective basis.● Communicate organizational objectives in an inspirational way to location staff.● Set and execute clear and reasonable goals with defined expectations for results and timing for individual team membersas well as the collective business unit● Provide the team with the guidance and direction needed to accomplish individual and collective business unitgoals through coaching and corrective action discussions● Promote and embody a culture of learning, development, and dedication to the brand’s mission, vision, and values.Complete other tasks and projects as assigned by location leadership

Requirements

Experience in management including but not limited to experience as a sales manager, operations manager, and/orgeneral manager
Has excellent leadership skills; ability to lead a team in an organized and efficient way ensuring operations runs smoothly
Implement structure, policies, and procedures
Guest Service oriented
Ability to identify and problem solve, set expectations, goals, and delegate
Strong verbal and written communications skills
Possess strong interpersonal skills to communicate with confidence
Must be an excellent organizer and problem solver with strong project management skills
Must be able to work flexible days and hours; including nights, weekends, and holidays
Competent trainer and motivator

Nice To Haves

MindBody Software experience a plus
MindBody® / Booker® Software experience a plus

Responsibilities

Develop location-specific and individual goals based on recommended KPI benchmarks from the Support Center or the leadership Implement processes and procedures to efficiently and effectively complete tasks that can beduplicated and executed by team members and ensure smooth daily operations.
Stay up to date with current industry trends and Support Center resources including newsletters, business focuses,initiatives, and training/support programs that will help inform the best business strategies to stay ahead of the competition
Retail, service product, and office supply inventory management and control to ensure smooth operation of the businessthrough the counting, organization, and ordering
Ensure the cleanliness and organization of the entire location based on brand standards
Develop system(s) to manage and maintain member accounts (EFTs)
Be a champion for the brand and your Franchisee’s organization and promote a client focused operationMember and Guest Relations
Manage responses to guest feedback and escalated complaints provided through various communication channels
Monitor recurring issues or trends and find solutions to minimize guest issues
Implement and execute processes for obtaining and retaining members through excellent guest service and satisfaction
Monitor at-risk members to understand their desire to freeze/cancel their memberships; determine effective solutionsto retain their business
Coach Service Providers and Guest Service/Sales team members how to handle guest complaints with tact andprofessionalism and resolve them in a prompt manner
Drive prospects & brand awareness in the local area, working with local businesses to cross-promote servicesOwner and Stakeholder Relations
Collaborates with the location Owner to set and execute business goals based on weekly, monthly, quarterly, andannual KPI performance
Keeps Owner informed of brand initiatives and guest experiences
Provides Owners with in-depth analysis of location performance, incorporating guest, financial, and employee business data
Collaborates with the Owner to develop and implement location-specific employee engagement and retention strategiesthat will support location capacity
Collaborate with the location’s Educator / Lead to schedule and execute Service Provider training as a way to expand locationcapacityStaff Recruitment and Selection
Actively monitor staffing levels for all positions in the location, post job descriptions & manage the applicant trackingsystem (iCIMS) platform to organize postings & incoming inquiries
Set up first round (and/or all) interviews for all incoming candidates
Conduct interviews for all positions in the location and determine subsequent interviews for hiring partners
Leverage recruiting and selection tools made available to source and hire the best candidates for the location’s needs
Collaborate with the Educator / Lead and Owner to plan for capacity needs by identifying "At Risk" employees
Plan and schedule upcoming Service Provider and Guest Services training
Schedule & facilitate Best First Day Ever for all incoming new hiresStaff Engagement and Turnover
Accountable for the growth of the location’s Service Provider numbers through increasing Service Provider workengagement and decreasing Service Provider turnover.
Work with Educator / Lead to ensure Service Provider team members continually develop professionally, meetindividual and organizational goals, and always learn.
Conduct Stay Interviews and regular formal and informal check-ins.
Identify and resolve any conflict between location team members.
Promote high levels of team and individual engagement through mentorship style, leadership, and team moderation.Location Culture and Leadership
Demonstrates desired behavior for location staff, including a focus on membership sales, guest service, cash management,retail sales, member retention, staff interaction, and follow-up with guests.
Meet regularly with location staff to align on organizational needs and objectives on an individual and collective basis.
Communicate organizational objectives in an inspirational way to location staff.
Set and execute clear and reasonable goals with defined expectations for results and timing for individual team membersas well as the collective business unit
Provide the team with the guidance and direction needed to accomplish individual and collective business unitgoals through coaching and corrective action discussions
Promote and embody a culture of learning, development, and dedication to the brand’s mission, vision, and values.
Complete other tasks and projects as assigned by location leadership