POSITION SUMMARY

The company is seeking an experienced and commercially driven General Manager to lead the overall operations, growth, and performance of the company.

The ideal candidate must have more than 10 years of progressive experience in the fitness, wellness, health club, recovery, or related service industry, including at least 7 years in an Operations Manager, General Manager, or comparable senior leadership role.

The General Manager will be responsible for translating the company's strategic direction into measurable business results. The role will oversee branch operations, revenue performance, customer experience, people management, marketing execution, financial discipline, and business expansion.

This is a hands-on leadership position requiring someone who understands how to operate, grow, and scale a customer-facing fitness or wellness business.

KEY RESPONSIBILITIES

1. Business & Operational Leadership

• Lead the overall day-to-day operations of the company and ensure consistent execution across all branches.
• Establish operational standards, systems, workflows, and performance controls.
• Ensure branches achieve targets for revenue, client experience, service quality, productivity, and operational efficiency.
• Regularly review branch performance and implement corrective action when targets are not achieved.
• Maintain high standards for facility presentation, cleanliness, safety, equipment, and overall client experience.
• Work closely with department and branch leaders to resolve operational issues quickly and effectively.

2. Revenue & Commercial Performance

• Own and drive company and branch-level revenue targets.
• Monitor key commercial metrics including sales, memberships/packages, client acquisition, repeat visits, utilization, conversion, retention, and average client spend.
• Develop strategies to increase revenue, improve profitability, and strengthen client retention.
• Identify underperforming areas and implement measurable improvement plans.
• Build a strong sales and service culture throughout the organization.

3. Expansion & Business Growth

• Support and lead the operational requirements for new company/ studio locations.
• Participate in site evaluation, market assessment, manpower planning, pre-opening preparation, and launch execution.
• Develop scalable operating systems that can be replicated across future branches.
• Ensure new locations are opened according to approved timelines, budgets, service standards, and manpower requirements.
• Identify potential partnerships, corporate accounts, community collaborations, and other business development opportunities.

4. Marketing & Brand Growth

• Work closely with the Marketing team to develop and execute strategies that increase brand awareness, client acquisition, and revenue.
• Ensure marketing campaigns are commercially aligned with branch capacity, sales objectives, promotions, and expansion plans.
• Evaluate campaign performance based on leads, conversion, customer acquisition, revenue contribution, and return on investment.
• Identify opportunities for local-area marketing, partnerships, events, corporate wellness programs, and community engagement.
• Ensure the Company brand and customer experience remain consistent across all locations and channels.

5. Customer Experience & Service Excellence

• Establish and maintain exceptional service standards across the entire client journey.
• Monitor customer feedback, reviews, complaints, retention, and satisfaction indicators.
• Ensure client concerns are handled professionally and resolved promptly.
• Develop initiatives that improve customer loyalty, referrals, repeat visits, and membership/package retention.
• Ensure the StretchX experience remains differentiated, professional, welcoming, and consistent.

6. People Leadership & Performance Management

• Lead, coach, and develop Operations, Physical Therapists/Stretch Practitioners, Front Office, Marketing, Business Development, and other operational teams.
• Establish clear KPIs and accountability standards for department heads and branch leaders.
• Conduct regular management and performance reviews.
• Partner with HR on manpower planning, recruitment, onboarding, training, performance management, employee relations, succession planning, and retention.
• Develop future branch leaders and managers as the organization expands.
• Promote a high-performance culture centered on accountability, teamwork, customer service, and continuous improvement.

7. Financial & Administrative Management

• Work with Finance and Management in preparing annual and monthly budgets, forecasts, and financial targets.
• Monitor revenue, operating expenses, payroll/manpower costs, branch profitability, and other key financial indicators.
• Review monthly P&L and branch performance reports.
• Implement cost-control measures without compromising service quality.
• Ensure appropriate controls are followed for collections, expenses, purchasing, inventory, assets, and company resources.

8. Management Reporting & Strategy

• Provide the President/CEO with regular business performance reports and recommendations.
• Develop dashboards and management reports covering financial, operational, customer, marketing, and people KPIs.
• Identify business risks, performance gaps, and growth opportunities.
• Recommend strategic initiatives based on operational data, market trends, customer behavior, and competitive developments.
• Convert management decisions into clear execution plans with defined owners, deadlines, and measurable outcomes.

QUALIFICATIONS

Required Experience

• Bachelor's degree in Business Administration, Management, Marketing, Hospitality, Sports Management, or a related field. MBA or postgraduate management qualification is an advantage.
• More than 10 years of progressive experience in the fitness, wellness, health club, recovery, sports, or closely related service industry.
• At least 7 years of experience as an Operations Manager, General Manager, Area Manager, Regional Manager, Business Unit Head, or comparable senior leadership position.
• Proven experience managing multiple departments and/or multiple locations.
• Demonstrated responsibility for revenue, operational KPIs, budgets, and business profitability.
• Strong background in customer-facing service operations.
• Experience in business expansion, new branch openings, or multi-site operations is highly preferred.
• Strong understanding of sales, marketing, membership/client retention, and customer acquisition within a fitness or wellness environment.

CORE COMPETENCIES

The successful candidate should demonstrate:

• Commercial Leadership – understands how operational decisions translate into revenue and profitability.
• Operational Excellence – builds systems, standards, and accountability across locations.
• Strategic Thinking – sees the larger business picture while remaining capable of hands-on execution.
• People Leadership – develops managers and creates accountable, high-performing teams.
• Sales & Marketing Acumen – understands customer acquisition, conversion, retention, and brand growth.
• Financial Acumen – comfortable managing budgets, P&L, forecasts, costs, and profitability.
• Expansion Management – capable of establishing and scaling operations across new locations.
• Customer Experience Management – maintains exceptional service standards throughout the customer journey.
• Data-Driven Decision Making – uses KPIs and business data rather than assumptions to make decisions.
• Execution & Accountability – follows through on plans and holds teams accountable for measurable results.

KEY PERFORMANCE INDICATORS

Performance of the General Manager may be measured through:

• Company and branch revenue achievement
• Revenue growth and profitability
• Membership/package sales and conversion
• Client retention and repeat visit rate
• Client satisfaction and service quality
• Branch utilization and productivity
• Marketing lead-to-client conversion
• Labor and operating cost management
• Employee performance and retention
• Achievement of operational KPIs
• Successful opening and stabilization of new branches
• Compliance with company policies and operating standards

IDEAL CANDIDATE PROFILE

We are looking for an experienced fitness or wellness industry leader who has already managed a significant operation—not someone moving into general management for the first time.

The ideal candidate has experience managing people, branches, revenue, customer experience, sales and marketing execution, and financial performance, and understands the realities of scaling a service-based wellness business.

They should be equally comfortable reviewing a P&L with management, coaching a branch manager, analyzing membership performance, resolving an operational issue, evaluating a marketing campaign, and preparing a new location for opening.

Most importantly, the General Manager must be capable of turning StretchX's growth strategy into disciplined execution and sustainable business performance.