General Manager

Role Overview

The General Manager is accountable for
P&L performance
,
operational standards
,
growth and expansion
across all studios in MY & SG. You'll lead studio managers, operations, and instructor management; partner with Marketing and Finance; and build systems that make excellence repeatable.

Operational Excellence

• Own daily performance across studios: capacity utilisation, schedule mix, staffing, inventory, and studio standards.
• Standardise and enforce SOPs (front desk, instructor protocols, safety, incident reporting, cash/credit handling).
• Run a cadence of QA audits with scorecards and action plans.
• Optimise timetables, instructor assignments, and class mix by location/time to drive yield and client satisfaction.
• Oversee systems & tools (e.g., CRM, automations, ClassPass controls, reporting dashboards).
• Ensure regulatory compliance, H&S, insurance, and landlord obligations.

Sales Growth

• Hit monthly/quarterly
  revenue, utilisation, and retention
  targets per studio and region.
• Drive membership/pack sales: pricing, promos, yield management, and on-the-floor conversion coaching.
• Lead
  private client
  growth with the BD team (assessment → conversion → retention).
• Set and monitor targets for front-of-house and studio managers (conversion %, rebooking rate, churn).
• Partner with Marketing on local campaigns, referral engines, corporate activations, and launch calendars.

People Leadership

• Lead and develop Studio Managers, Ops Leads, and Instructor Management—clear goals, coaching, and accountability.
• Hire, onboard, and performance-manage; run monthly 1:1s and quarterly performance reviews.
• Champion Flow culture: professionalism, warmth, punctuality, readiness, and client-first delivery.
• Drive training cadences (service refreshers, sales role-play, incident handling, product knowledge).

Growth and Expansion

• Lead
  site pipeline
  with Founders: trade area analysis, demand modelling, rent benchmarks, and board packs.
• Lead lease negotiations (commercial terms, capex/opex modelling, handover timelines).
• Project-manage fit-out to
  budget, spec, and timeline
  ; coordinate vendors and approvals.
• Build pre-opening plans: hiring & training, timetable strategy, pricing, promo and launch KPIs.
• Own post-opening ramp: 30/60/90-day targets, break-even tracking, and optimisation.

Finance & Reporting

• Own studio P&Ls: forecast, budget, variance analysis, and cost controls.
• Weekly dashboards on revenue, utilisation, CAC/CPR (where relevant), payroll ratios, refunds/credits, ClassPass mix.
• Present monthly performance with insights and actions; maintain risk registers and mitigation plans.

Process & Systems Efficiency

• Continually improve workflows (client self-service, automation, reconciliation, stock).
• Implement SOPs that scale: checklists, service rituals, open/close routines, escalation trees.
• Ensure data hygiene in CRM/booking platforms; manage permissions and audit trails.

Qualifications

• 5-7+ years in multi-site operations within fitness/hospitality/retail; at least 3 years leading managers.
• Proven P&L ownership and track record of hitting revenue/retention targets.
• Strong commercial acumen (pricing, yield, promos) and data-driven decision-making.
• Exceptional people leadership: coaching, performance management, and culture-building.
• Comfortable with CRM/booking platforms (e.g., Mindbody), dashboards, and SOP design.
• Project management leadership for build-outs and openings (vendors, timelines, budgets).
• Polished communicator; calm under pressure; obsessive about client experience.