Studio Operations & Client Experience Executive

Pilatique Singapore Pte. Ltd.; Singapore; On-site; SGD 28,000 - 39,000; Full time

Job summary

Pilatique Singapore Pte. Ltd. is seeking a warm, organised Studio Operations & Client Experience Executive to join our Singapore team.

You will manage client enquiries through multiple channels, bookings, and studio operations, while delivering a welcoming experience and supporting scheduling, sales and renewals. This role is based primarily at Gemmill Lane, with occasional coverage at Centrium Square or Bukit Timah Plaza.

Qualifications

• 1 year of experience in customer service, hospitality, retail, fitness or wellness, healthcare, membership services or another customer-facing environment.

Responsibilities

• Respond promptly and professionally to enquiries through WhatsApp, phone, email and walk-ins.
• Understand prospective clients' needs and guide them towards appropriate Pilates sessions and services.
• Welcome clients and provide a warm, professional studio experience.
• Handle client questions and concerns and follow through until they are appropriately resolved or escalated.
• Build positive relationships with regular clients.
• Manage appointments, cancellations, waitlists and schedules using Mindbody.
• Maintain accurate client and booking records.
• Coordinate schedule changes and client requirements with instructors.
• Help optimise available appointment slots and studio utilisation.
• Support instructor scheduling and coverage matters when required.
• Follow up with prospective clients after enquiries.
• Explain services, packages and pricing clearly.
• Guide suitable clients towards a first session.
• Support package renewals and ongoing client relationships.
• Maintain accurate records of enquiries, follow-ups and outcomes.
• Support daily opening and closing procedures.
• Ensure reception, Pilates areas and common areas are organised and ready for clients.
• Monitor basic studio supplies and coordinate replenishment where required.
• Report maintenance and equipment issues promptly.
• Support operational requirements across our Singapore studios when required.
• Follow Pilatique's operating procedures and service standards.
• Maintain accurate records of leads, bookings, conversions and client follow-ups.
• Complete agreed daily, weekly and monthly reports.
• Highlight recurring client issues or operational matters to management.
• Support studio promotions, events and other operational initiatives.
• Provide general administrative and operational support to the studio team.
• The role may occasionally assist the Education team with student enquiries, registrations, course administration, student communications and studio preparation for courses, workshops and examinations.

Skills

Customer service

Communication

Organization

English proficiency

Tools

Mindbody

Job description

About Pilatique

Pilatique is a Pilates, rehabilitation and instructor-education group operating in Singapore and Malaysia.

In Singapore, we operate three studios at Gemmill Lane, Centrium Square and Bukit Timah Plaza, providing Private and Duet Pilates sessions, rehabilitation-focused Pilates and STOTT PILATES instructor education.

We are looking for a warm, organised and dependable Studio Operations & Client Experience Executive to join our Singapore team.

Previous Pilates experience is not required. Training will be provided.

The Role

You will help manage our clients' experience from their first enquiry through booking, studio visits, follow-up and renewal, while keeping our daily studio operations organised behind the scenes.

This role suits someone who enjoys working with people, takes ownership of getting things done and is comfortable balancing customer service, administration, scheduling and sales-related responsibilities.

Key Responsibilities

Client Experience & Enquiries

• Respond promptly and professionally to enquiries through WhatsApp, phone, email and walk-ins.

• Understand prospective clients' needs and guide them towards appropriate Pilates sessions and services.

• Welcome clients and provide a warm, professional studio experience.

• Handle client questions and concerns and follow through until they are appropriately resolved or escalated.

• Build positive relationships with regular clients.

Bookings & Scheduling

• Manage appointments, cancellations, waitlists and schedules using Mindbody.

• Maintain accurate client and booking records.

• Coordinate schedule changes and client requirements with instructors.

• Help optimise available appointment slots and studio utilisation.

• Support instructor scheduling and coverage matters when required.

Sales, Follow-Up & Client Retention

• Follow up with prospective clients after enquiries.

• Explain services, packages and pricing clearly.

• Guide suitable clients towards a first session.

• Support package renewals and ongoing client relationships.

• Maintain accurate records of enquiries, follow-ups and outcomes.

Studio Operations

• Support daily opening and closing procedures.

• Ensure reception, Pilates areas and common areas are organised and ready for clients.

• Monitor basic studio supplies and coordinate replenishment where required.

• Report maintenance and equipment issues promptly.

• Support operational requirements across our Singapore studios when required.

• Follow Pilatique's operating procedures and service standards.

Administration & Reporting

• Maintain accurate records of leads, bookings, conversions and client follow-ups.

• Complete agreed daily, weekly and monthly reports.

• Highlight recurring client issues or operational matters to management.

• Support studio promotions, events and other operational initiatives.

• Provide general administrative and operational support to the studio team.

Instructor Education Support

Pilatique Singapore is also a STOTT PILATES Licensed Training Centre.

The role may occasionally assist the Education team with student enquiries, registrations, course administration, student communications and studio preparation for courses, workshops and examinations.

What We Are Looking For

• Preferably at least 1 year of experience in customer service, hospitality, retail, fitness or wellness, healthcare, membership services or another customer-facing environment.

• Warm, confident and professional communication skills.

• Good written and spoken English.

• Comfortable communicating with clients face-to-face, through WhatsApp, by phone and by email.

• Organised and detail-oriented, with the ability to manage multiple enquiries, bookings and follow-ups.

• Comfortable explaining prices, packages and services.

• Able to work independently during studio operating hours.

• Takes ownership of responsibilities and follows tasks through to completion.

• Comfortable learning booking, CRM and reporting systems.

• Able to work across our Singapore studio locations when operationally required.

Advantageous but Not Essential

Experience in any of the following would be useful, but is not required:

• Boutique fitness or wellness studios

• Physiotherapy, healthcare or medical clinics

• Hospitality or hotel front office

• Premium retail

• Membership or customer-service businesses

• Mindbody or similar booking systems

Working Hours

Monday to Friday: 1.00pm-9.00pm
Saturday: 12.00pm-4.00pm

The position is primarily based at Gemmill Lane, with occasional coverage at our Centrium Square or Bukit Timah Plaza studios according to operational requirements.

Applicants should be comfortable with the stated working schedule before applying.

Salary & Development

SGD2,500-SGD3,500 per month, depending on relevant experience, plus performance-based incentives where applicable.

We provide structured onboarding and training, including exposure to Pilates, rehabilitation and instructor education.

Strong performers may have opportunities to develop into broader studio operations responsibilities, including Senior Studio Coordinator and future management roles, depending on performance and business needs.