General Manager – Sales & Operations

We are Wellness PTY LTD; Melbourne; On-site; AUD 130,000 - 180,000; Full time

Job summary

We are Wellness PTY LTD is seeking a capable General Manager for our Recovery & Wellness Centre in Mentone, Melbourne. You will lead a team of 10+ staff, own day-to-day performance, and drive membership growth while maintaining exceptional centre standards.

You will develop staff, coach performance, and balance care with accountability. A strong commercial mindset and ability to manage operations, sales and partnerships are essential for success in this premium wellness setting.

Qualifications

• This is a hands-on General Manager role with ownership of day-to-day performance.
• Experience leading 10+ staff and driving membership sales and revenue.
• Ability to coach and develop staff and address performance when required.

Responsibilities

• Oversee day-to-day operations of the centre to ensure high standards and smooth delivery.
• Lead membership sales, revenue targets and KPI achievement, with a focus on retention.
• Build and maintain partnerships with local businesses and health professionals to grow members.
• Directly manage the 2IC and wider team, including rostering, training and performance.
• Monitor outstanding member accounts and ensure timely debt resolution.
• Enhance member experience and retention through proactive service and engagement.

Job description

General Manager – Recovery & Wellness Centre

P3 Recovery Bayside | Mentone, Melbourne

The Ideal Candidate

This is a hands‑on General Manager role with genuine ownership of the day‑to‑day performance of a premium recovery and wellness centre. You’ll lead a team of 10+ staff, drive membership sales and revenue, maintain exceptional operational standards, work alongside our marketing partners, develop your people, and ultimately be accountable for the performance of the centre.

We’re looking for someone capable of running the business as though it were their own. That means taking ownership, solving problems before they reach the directors, holding staff accountable, following through, and creating a team culture where people enjoy coming to work—but also know exactly what is expected of them.

This role suits an experienced leader who can balance care with accountability. You should be comfortable coaching and developing junior/senior staff, but equally comfortable having difficult conversations, enforcing standards and addressing poor performance when required.

Key Responsibilities

Centre Operations

• Oversee the day‑to‑day operations of the centre, ensuring it runs smoothly, efficiently and to a consistently high standard.
• Maintain exceptional standards of cleanliness, presentation and organisation across all areas of the centre.
• Ensure all team members follow centre procedures, cleaning schedules, operational protocols and service standards.
• Proactively identify maintenance, equipment or operational issues and ensure they are resolved promptly.
• Lead the team in delivering an exceptional member experience, with clear expectations, accountability and consistent follow‑through.
• Managing rosters, staffing requirements and operational coverage

Sales & Business Growth

• Take ownership of monthly membership and revenue targets, with a strong focus on achieving and exceeding set KPIs.
• Manage and follow up on all incoming leads
• Conduct centre tours and consultations and convert leads into memberships.
• Identify opportunities to increase membership retention, referrals, upgrades, and overall revenue.
• Monitor sales performance, conversion rates, membership numbers with having an outlook on upcoming changes
• Participate in a performance‑based commission structure linked to sales and revenue results.

Local Partnerships & Community Growth

• Build and maintain relationships with local businesses, sporting clubs, schools and health professionals
• Identify and develop partnership and referral opportunities that generate new members and increase local brand awareness.
• Represent the centre at local events and networking opportunities.

Operations & Team Leadership

• Oversee the smooth day‑to‑day operation of the centre and ensure high standards of presentation, service and member experience.
• Lead, motivate, and develop the centre team.
• Directly manage the 2IC, providing clear direction, accountability, and support.
• Delegate responsibilities effectively to the 2IC and wider team.
• Manage staff performance, training and scheduling/rostering of team members
• Identify and implement improvements to systems, processes, and operational efficiency.

Debt & Account Management

• Monitor outstanding member accounts and overdue payments.
• Proactively follow up on failed payments and outstanding debts.
• Manage payment issues professionally and maintain accurate account records.
• Implement processes to minimise outstanding debt and improve payment compliance.

Member Experience & Retention

• Build strong relationships with members and create a welcoming community within the centre.
• Address member concerns and feedback professionally.
• Identify opportunities to improve retention, engagement and the overall customer experience.

We are looking for someone who:

• People leadership: Has managed 10–20+ staff, rostering, performance management, training, difficult conversations and culture.
• Commercial ability: Understands revenue targets, conversions, memberships, retention, labour costs and KPIs -not just operations.
• Ownership mentality: Doesn’t escape every minor problem. We want someone who Identifies it, solves it and updates you with what they did.
• Follow‑through: If a new protocol starts Monday, they’re checking Tuesday, Thursday and again next week—not assuming staff are doing it.
• Sales leadership: Can personally sell, coach others to sell and hold the team accountable to targets.
• Standards: Obsessive enough about presentation, cleanliness, customer experience and systems that standards don’t gradually deteriorate.
• Leadership presence: Warm and approachable, but staff know that commitments, shifts, procedures and standards aren’t optional.

Remuneration

• For an exceptional performer who demonstrates the ability to operate and grow the centre with genuine ownership, there is a pathway to increased performance remuneration and potential profit participation.