Role: Studio General Manager Locations: Kings Cross and Notting Hill Gate Purpose To lead an inclusive, safe, and client-focused team while ensuring operational excellence, superior client engagement, and revenue growth. This role encompasses oversight of financial performance, staff management, daily operations, and strategies to enhance client services and expand the studio’s client base. Responsibilities Overview Client Service Excellence Client First: Maintain exceptional service standards; promptly address feedback and complaints. Engagement Strategies: Implement loyalty programs, host events, and ensure personalized client interactions that reflect the "Know Me Well" philosophy. Feedback-Driven Improvements: Regularly analyze feedback and adapt services accordingly. Retention Initiatives: Enhance satisfaction and loyalty through tailored local initiatives. Marketing Collaboration: Partner with Ten’s Marketing Team to design and execute strategies across channels, maintaining brand standards. Community Building: Foster strong local relationships and create a welcoming studio environment through regular events and community-focused initiatives. Operational Excellence Daily Management: Ensure seamless scheduling, pristine cleanliness, and equipment readiness. Class Scheduling: Provide a dynamic and reliable Pilates schedule, ensuring high-quality class delivery. Service Offering: Maintain a robust range of physiotherapy and massage services with clinical and legal compliance. Retail Management: Support seasonal retail campaigns and manage stock efficiently. Facility Standards: Coordinate with maintenance teams to uphold safety and cleanliness. Regulatory Compliance: Stay informed on regulations, perform audits, and implement safety measures. Emergency Preparedness: Develop and execute contingency and emergency plans. Team Leadership and Development Recruitment: Hire expert and brand-aligned staff. Onboarding: Deliver standardized and tailored training to ensure readiness and adherence to Ten’s standards. Team Dynamics: Lead regular meetings and swiftly resolve conflicts. Performance Management: Conduct reviews, foster growth, and manage performance improvement plans. Innovation Encouragement: Support trainers, physiotherapists, and therapists in growing their client base while maintaining high delivery standards. Revenue and Financial Accountability Revenue Targets: Drive and achieve budgets across services and overall studio operations. Partnership Building: Collaborate with Marketing, Fitness, and Clinical Teams to form valuable partnerships. Sales Execution: Roll out new class offerings, memberships, and retail plans in alignment with company objectives. Data-Driven Insights: Use performance metrics to celebrate successes and address underperformance through actionable plans. Financial Accountability: Manage expenses and revenue to meet gross profit and EBITDA goals. Key Attributes for Success Business Acumen: Strong understanding of financial management and strategic planning. Leadership Skills: Ability to inspire, empower, and lead a diverse team effectively. Client-Centric Approach: Passionate about creating a welcoming and supportive environment for clients. Adaptability: Open to evolving responsibilities and new challenges as the business grows. Passion for Wellness: Commitment to integrated wellness and Pilates as the studio’s core offering. Your Position in the Team You report to the Group Operations Manager and collaborate closely with Marketing, Finance, and Clinical Teams. You are central to the studio’s daily operations, acting as a liaison between Trainers, Client Advisors, and the Physiotherapy Team (in collaboration with the Clinic Manager). Additionally, you work with Heads of Service and Support Teams to ensure studio success and alignment with broader organizational goals. This role blends strategic leadership with community-building to create an environment that supports client satisfaction, operational excellence, and sustained growth.