Studio General Manager
Job Description and Person Specification
Summary
Job Title: Studio General Manager
Service Area: Operations
Reports to: Group Operations Manager
Direct Reports: Directly Employed and Freelance colleagues, including Client Advisors, Trainers, Physiotherapists and Therapists.
Key Relationships: Group Operations Manager, Operations Director, Schedule Coordinator, Physiotherapy Area Manager, HR and Recruitment Officer, Marketing
Base Location: Ten Health & Fitness Chiswick
Flexibility: 100% Studio Based with some shifts on desk
Working Pattern: Full Time, Fortnightly Rota working one weekend day every two weeks (E.g. Week 1: Mon-Fri / Week 2: Tues-Sat or Sun-Thurs)
Purpose: To lead an inclusive, safe, and client-focused team
To lead and manage the Studio, ensuring the highest standards of client engagement, operational compliance, effective team management and leadership, and revenue growth. The role involves overseeing the studio P&L, daily operations schedule oversight, managing staff, studio sales client management, and developing plans to enhance the studio's services and client base.
In this role, you are empowered to:
* Lead an inclusive, safe, sales and client-focused team at your studio.
* Create and develop a client community and sense of belonging.
* Manage the Financial and Business Performance of your studio.
* Consistently deliver high standards of operational excellence.
* Deliver a regular and reliable studio schedule of classes and treatment services.
* Comply with legal and regulatory standards.
You’re both a community-builder and business leader
The Studio General Manager is responsible for the overall management and success of the studio. This includes working across different services, supervising, coaching and managing staff. You are responsible for the financial performance of the studio and as such required to manage budgets, drive sales and manage client relationships to retain them, developing marketing strategies and ensuring a high-quality client experience.
You’ll create an environment where clients feel confident and comfortable to access all of our services, and empowering your team to deliver the Ten Circle of Care. The role requires a blend of business acumen, leadership skills, and a passion for integrated wellness with Pilates at its heart.
How your role fits within the team
Your role is part of the Operations Team, reporting to the Group Operations Manager. You will be the central figure in the studio, coordinating between Trainers, your Clinic Manager, and team of Physiotherapists and Massage Therapists, Client Advisors, and clients.
Your studio Physiotherapy Team is line managed and supported by your Clinic Manager (based on-site), who is in turn line managed and supported by their Physiotherapy Area Manager. Physiotherapists will have a dotted reporting line to you for studio matters, and you will partner with the Clinic and Area Managers to support your Physiotherapists’ growth and development, and to manage their performance.
You will report directly to the Group Ops Manager and work closely with the Marketing and Finance Teams to align the studio's operations with broader business goals.
You will work with a wide range of people and have regular contact with key colleagues (highlighted in the organisation chart). Heads of Service and Support Team colleagues will support you and help you to make your studio successful.
Your primary duties and responsibilities
The nature of our business means as we grow and develop, your tasks may change and adapt. Accordingly, this list of duties is not exhaustive and is likely to evolve.
* Client First: Ensure that all clients receive exceptional service from the moment they enter the studio. Address client feedback and complaints promptly and professionally.
* Client Engagement: Develop and implement strategies to engage clients, such as loyalty programmes, special events, and personalised communication. Empower and encourage your team to ‘Know Me Well’ and truly show your clients that you value them.
* Client Feedback: Regularly gather and analyse client feedback to improve and adapt the services provided by your studio team.
* Client Retention: Monitor client satisfaction and retention rates, and implement local initiatives to improve client loyalty and improve client return and retention rates.
* Studio Awareness: Work with Ten’s Marketing Team to develop marketing plans which attract and retain clients. Utilise various channels, including social media, email marketing, and local advertising, whilst complying with Ten’s brand standards.
* Build the Ten Community: Build a community of clients and members around your studio, hold regular events and add value through ‘Little Acts’ that make Ten memorable. Build relationships with local businesses, community organisations, and prominent community figures to promote the studio and its services.
Operational Excellence
* Daily Operations Management: Oversee the day-to-day operations of the studio, including class scheduling, equipment maintenance, and cleanliness.
* Planned Class Schedule: Deliver a regular and reliable Dynamic Reformer Pilates schedule that meets client needs. Ensure that all classes are of high quality and align with Ten’s brand standards. Proactively plan holiday cover so classes are not disrupted.
* Physiotherapy and Massage Services: Deliver a regular and reliable range of Physiotherapy and Massage Therapy options that meet client needs. Ensure that all services are of high quality and align with both Ten’s brand standards and clinical/legal compliance standards.
* Retail Sales and Stock Management: Implement seasonal retail changes and support your team to achieve retail sales targets. Ensure that all supplies and equipment are available and in good condition. Manage stock levels and place orders as needed.
* House Standards, Reformer and Studio Maintenance: Coordinate with facilities and maintenance colleagues, including external contractors, to ensure the studio is safe, clean, and well-maintained. Comply with Ten’s Reformer Maintenance standards and schedule.
* Safety and Regulatory Compliance: Ensure the studio complies with all relevant Health & Safety regulations and industry standards. Ensure a safe environment for clients and colleagues. Stay updated on any changes in regulations and implement necessary adjustments. Conduct regular clinical and safety audits and address issues promptly.
* Contingency Plans and Emergency Preparedness: Prepare and implement emergency response plans for your studio. Train colleagues on emergency procedures and conduct regular drills. Ensure clients and colleagues are safe in the event of an emergency and/or evacuation.
People
* Recruitment: Oversee the hiring process for your studio, ensuring that all new hires are ‘Deeply Expert’ and meet Ten’s brand and your studio's individual needs and standards.
* Onboarding and Training: Onboard colleagues and support them to consistently achieve Ten’s expectations. Use standardised training and onboarding tools, adapting them to the nuances of your studio and clients, to ensure all colleagues are well-equipped to perform their roles.
* Team Leadership: Schedule and lead regular team meetings to ensure alignment on studio goals and operations. Address any team conflicts or issues promptly and effectively.
* Performance Management: Conduct regular performance reviews, provide feedback, and implement improvement plans as necessary. Create a positive and productive work environment that encourages professional growth and delivers Ten’s Circle of Care.
* Trainer, Physiotherapist and Massage Therapist: Provide guidance and support to colleagues to grow their 1:1 caseload and client list. Encourage innovation and creativity alongside Ten’s standards of delivery.
* Financial and Business Performance: Take accountability for delivering revenue budgets across individual services and for the studio as a whole.
* Partnership Development: Work with Ten’s Marketing, Fitness and Clinical Services Teams to identify and develop partnerships with complementary businesses, such as wellness centres, gyms, community groups, clinicians, and other health professionals.
* Revenue Generation: Deliver Ten’s marketing and sales plans, such as new class offerings, membership packages, and retail sales. Create, develop and implement local marketing and community-building plans to increase revenue, with the support of the Operations and Marketing Teams.
Performance and Profitability
* Financial and Business Performance: Take accountability for gross profit and EBITDA budgets. Monitor expenses and revenues, and implement cost-saving measures where possible.
* Share performance data: Share appropriate data with colleagues to ensure they are aware of their performance, celebrate success and share good practice, and take action to improve areas of underperformance.
* Reporting and Action Planning: Use financial and other business performance data to identify areas of success and make recommendations for improvement. Take actions in your studio to achieve agreed financial and business performance goals.
Person Specification
You’ll need to demonstrate and apply the following essential skills, experience and knowledge to be successful in this role.
Essential skills and experience
* Proven experience in a managerial role within hospitality, retail, the fitness or wellness industry – or other sector with strong in-person customer/client-facing service standards.
* Strong leadership and interpersonal skills – demonstrates excellent organisational skills and positive people management behaviours.
* Strong financial management proficiency – P&L to EBITDA level: i.e., demonstrable achievements in revenue growth, cost control, GP and EBITDA achievement.
* Excellent planning and organisational skills – understands and balances the competing demands of colleagues and clients, plans and prioritises, delivers the business plan.
* Excellent customer service skills – sets clear expectations, client-centred when making decisions, adaptable, focused, remains calm in the face of setbacks.
* Proactive communications skills, particularly in relation to people and performance – communicates with individuals and small groups with clarity, proficient written and verbal communication skills, connects authentically with different audiences.
* Confident and comfortable learning and using electronic systems and tools to: plan, manage tasks, manage resources, report, and communicate with colleagues.
Essential knowledge
* An awareness of Dynamic Reformer Pilates, Personal Training, Physiotherapy, Massage Therapy, and Clinical Exercise. Full training about Ten’s Circle of Care will be provided.
* Appreciation and understanding of Health & Fitness client needs and how they can be met.
* Appreciation and understanding of the dynamics of working in a multi-site and multi-disciplinary team – can be within fitness, hospitality, travel or other similar business.
* An awareness of management practices, operational leadership, Health & Safety regulations which organisations must consider when managing a client-facing business.
* An awareness of current good practice, and legal/operational impact of managing a blended workforce of employees and contractors. Full training will be provided.
Desirable experience and knowledge
* Experience in Dynamic Reformer Pilates, Physiotherapy, or a related field with transferable management skills.
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