Wellness Center Manager - iCRYO

iCRYO•Chicago, IL

About The Position

The iCRYO Edgewater Center Manager is responsible for the center’s day-to-day operations and performance. This hands-on leadership role leads the team, supports an exceptional client experience, drives membership and revenue growth, maintains a safe and professional facility, and keeps ownership informed about center performance. The role suits someone who enjoys working with people, motivating a team, solving problems, and helping grow a wellness business. The Manager oversees center operations, staff, client experience, sales and membership growth, performance reporting, and safety and compliance. Success means creating a center clients want to return to and employees want to work at, improving sales, maintaining smooth operations, and ensuring ownership has a clear understanding of business performance.

Requirements

Previous management experience in hospitality, fitness, wellness, retail, healthcare, or another customer-focused business.
Strong leadership and communication skills.
Proven sales and customer-service ability.
Experience managing employees and schedules.
Comfort reviewing basic business metrics and reports.
Strong organizational skills and personal accountability.
Ability to work independently while maintaining open communication with ownership.

Nice To Haves

Experience in wellness, fitness, recovery, spa, or membership-based businesses.

Responsibilities

Oversee daily center operations, including staffing, scheduling, opening and closing procedures, inventory, and facility needs.
Ensure services are delivered consistently, professionally, and according to iCRYO protocols.
Maintain a clean, welcoming, organized, and properly functioning center.
Coordinate equipment maintenance and vendor needs when necessary.
Lead, schedule, train, and support center staff.
Set clear expectations for customer service, sales, attendance, professionalism, and job performance.
Coach employees and address employee issues promptly.
Create a positive, accountable, team-oriented work environment.
Ensure clients receive a welcoming, professional experience; resolve concerns and follow up when necessary.
Build long-term relationships with members and regular guests.
Ensure staff accurately explain services, memberships, pricing, and protocols.
Take ownership of sales performance, including memberships, packages, renewals, upgrades, and lead follow-up.
Track leads, conversions, memberships, retention, and other key sales metrics.
Coach staff on effective, professional sales conversations.
Work with the Community Outreach Leader and ownership on promotions, partnerships, events, and local marketing opportunities.
Track center metrics including revenue, memberships, leads, conversions, payroll, expenses, and client retention.
Provide ownership with regular, accurate reports on center performance.
Identify problems and opportunities and recommend solutions.
Maintain transparency regarding center expenses, transactions, systems, records, passwords, and other business information.
Ensure team members follow safety procedures, screening protocols, documentation requirements, and equipment guidelines.
Ensure staff certifications and training remain current.
Work closely with the Lead Nurse regarding clinical services and medical concerns.
Escalate issues outside the Manager’s scope to the appropriate licensed professional or ownership.