General Manager

Pickle Social Club; Kuala Lumpur; On-site; MYR 120,000 - 160,000; Full time

Job summary

A leading wellness brand in Kuala Lumpur seeks a General Manager to oversee operations and team performance across its brands. The ideal candidate will have 5-8+ years of experience in General Management and a strong background in wellness or hospitality. Responsibilities include building operational systems, enhancing customer experience, and driving performance culture. This role offers direct access to founders, high autonomy, and significant growth opportunities within a fast-paced environment.

Benefits

Leadership role in wellness group

Direct access to founders

Performance-based bonuses

Access to wellness and lifestyle offerings

Qualifications

• 5-8+ years in General Management, Business Ops, or Strategic Ops.
• Experience in wellness, fitness retail, hospitality, or lifestyle.
• Fluent in English; Mandarin or Bahasa a plus.

Responsibilities

• Build scalable operational systems and design SOPs.
• Drive performance and culture across teams.
• Align cross-functional teams for effective execution.
• Oversee brand and business operations to ensure targets.
• Define customer experience standards and improve loyalty.

Skills

Communication Skills

Stakeholder Management

Leadership

Operational Strategy

Job description

WFH Group is a collective of wellness, fitness, and lifestyle brands -TRIBE, Pickle Social Club, and Sync Social Club - all built around community, movement, and recovery. As we scale across Southeast Asia, we’re looking for a high-performing General Manager to lead operations, people, and execution across the Group.

This is a strategic leadership role for someone who thrives in a fast-paced, entrepreneurial environment. You'll work directly with the founding and brand teams to align our systems, culture, and performance at scale.

Key Responsibilities

1. Build Scalable Operational Systems

• Design and implement SOPs and systems that scale across brands, locations, and departments
• Audit and improve operational workflows to reduce inefficiencies and manual tasks
• Standardize scheduling, booking, and service delivery processes across the group
• Establish KPI dashboards to monitor performance and drive accountability

2. Drive Team Performance & Culture

• Lead operations and customer service teams across the group, setting clear KPIs and review cycles
• Support department heads in creating structured training and growth plans
• Implement company-wide frameworks for performance evaluations and progression
• Promote a values-driven, high-performance culture with clarity around roles, goals, and rewards

3. Strengthen Policy & Governance

• Develop and enforce internal policies, service standards, and operational guidelines
• Ensure SOPs reflect best practices, business objectives, and evolving customer expectations
• Set up a formal escalation and incident resolution system to manage team and customer issues

4. Align Cross-Functional Teams

• Act as the operational bridge between marketing, ops, and programming to align product launches, campaigns, and key milestones
• Run weekly/monthly cross-team syncs to surface bottlenecks and drive collective execution
• Ensure each department delivers on shared goals with aligned resources and timelines

5. Execute Strategic Initiatives & Campaigns

• Lead execution of major brand activations, launches, partnerships, and internal initiatives
• Oversee timelines, resourcing, and inter-departmental handoffs to ensure seamless rollout
• Implement post-mortem frameworks to extract insights, document learnings, and iterate
• Drive automation and tech integration where possible to reduce repetitive work
• (e.g., streamline feedback collection, automate internal approvals, etc.)

6. Oversee Brand & Business Operations

• Monitor and guide daily operations across all WFH brands (PSC, Tribe, Sync)
• Work with location managers to align on targets, cost controls, and resource allocations
• Ensure physical and digital touchpoints reflect brand experience consistently
• Support new location ramp-up with processes, training, and SOP rollout

7. Elevate Customer Experience

• Define and uphold best-in-class service standards for front-of-house and digital touchpoints
• Implement structured NPS and feedback loops to track satisfaction and surface trends
• Launch initiatives that improve customer loyalty, onboarding, and issue resolution

8. Lead with Vision & Culture

• Champion company values across all brands and teams
• Collaborate with HR to shape hiring, onboarding, retention, and leadership development
• Build a unifying internal culture that balances structure, creativity, and autonomy
• Launch culture initiatives (e.g., recognition, team rituals, shared wins) to drive belonging

9. Support the Founder & Strategic Growth

• Serve as a right-hand to the Founder, helping translate strategy into execution
• Manage strategic follow-ups, investor/shareholder updates, and key internal projects
• Drive founder-led initiatives from concept to rollout with minimal oversight

Qualifications & Experience

• Between 5-8+ years in General Management, Business Ops, or Strategic Ops
• Industry experience in wellness, fitness retail, restaurants, hospitality or lifestyle preferred
• Proven ability to scale systems and teams in fast-growth environments
• Excellent communication and stakeholder management skills
• Strong understanding of service delivery, brand experience, and team performance
• Native in English(fluent in Mandarin, Bahasa or other regional languages a plus)

Benefits & Perks

• Leadership of one of Malaysia’s most exciting wellness & lifestyle groups
• Direct access to founders and a high-autonomy, high-impact work environment
• Opportunities to shape culture, build teams, and lead innovation at scale
• Access to all WFH brand offerings: classes, courts, recovery, events
• Performance-based bonuses and long-term growth potential & opportunities