Therapist Manager

KENKO HOLDINGS PTE. LTD.; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

Kenko Holdings Pte Ltd. is seeking a Therapist Training Manager to develop therapists’ technical skills, service knowledge, professional conduct, and customer service capabilities across wellness therapy operations.

The role requires mastery of reflexology and massage techniques and the ability to demonstrate, teach, assess, and coach therapists to deliver safe, consistent, and professional services. The Manager will champion ethics, a positive service attitude, and adherence to SOPs throughout

Qualifications

• Five years of relevant practical experience.
• Experience in therapist training and supervision.
• Strong knowledge of anatomy and physiology relevant to practice.
• Adult education or train-the-trainer qualification is an advantage.
• Mastery of reflexology and massage techniques.

Responsibilities

• Develop and deliver structured training in reflexology, massage techniques, and the company’s wellness therapy services.
• Demonstrate correct techniques, pressure control, treatment sequences, posture, body mechanics, and equipment use.
• Train therapists to adapt service delivery to customer preferences and approved protocols.
• Assess practical competency through demonstrations and assessments before independence.
• Conduct refresher training and individual coaching to address skill gaps.

Skills

Reflexology

Massage techniques

Therapist training

Coaching

Customer service

Ethics standards

Education

Reflexology qualification

Massage therapy qualification

Adult education training

Job description

Job Title: Therapist Training Manager
Company: Kenko Holdings Pte Ltd

Job Description

The Therapist Training Manager is responsible for developing therapists’ technical skills, service knowledge, professional conduct, and customer service capabilities across Kenko’s wellness therapy operations.

The role requires mastery of reflexology and massage techniques, together with the ability to demonstrate, teach, assess, and coach therapists to deliver safe, consistent, and professional services. The Manager will champion professional ethics, a positive service attitude, and adherence to standard operating procedures (SOPs) throughout the customer journey.

A key responsibility is to equip therapists with the skills to explain wellness services clearly, respond appropriately to customer questions, and share relevant wellness knowledge without making unsupported health claims or providing advice beyond their professional scope.

Key Responsibilities

1. Technical Training and Skills Mastery

• Develop and deliver structured training in reflexology, massage techniques, and the company’s wellness therapy services.
• Demonstrate correct techniques, pressure control, treatment sequences, posture, body mechanics, and appropriate use of equipment and products.
• Train therapists to adapt service delivery to customer preferences, comfort levels, and relevant precautions within approved protocols.
• Assess practical competency through demonstrations, observation, and structured assessments before recommending therapists for independent service delivery.
• Conduct refresher training and individual coaching to address skill gaps and maintain consistent standards.

2. Training Programme and SOP Development

• Establish training pathways for new therapists, experienced practitioners, & senior therapists.
• Develop training manuals, lesson plans, service knowledge guides, demonstration materials, and assessment checklists.
• Create & update SOPs covering service preparation, customer consultation, treatment delivery, service completion, & aftercare communication.
• Ensure therapists understand each service’s purpose, process, duration, limitations, & suitability considerations.
• Work with management & branch teams to introduce new services & translate approved protocols into practical training.

3. Professional Ethics, Attitude and Conduct

• Champion integrity, respect, accountability, teamwork, & a customer‑first service attitude.
• Train therapists in informed consent, privacy, appropriate draping, confidentiality, & professional boundaries.
• Reinforce standards for personal grooming, hygiene, punctuality, language, & workplace behaviour.
• Coach therapists to respond calmly & respectfully to feedback, complaints, & difficult situations.
• Promote honest service recommendations without pressure selling, misleading promises, or unsupported treatment claims.
• Identify conduct concerns & work with branch management & Human Resources on appropriate corrective action.

4. Service Preparation, Hygiene and Safety

• Train therapists to prepare treatment areas, linens, equipment, & products according to company SOPs.
• Ensure therapists conduct appropriate pre‑service checks, confirm customer preferences, & explain the proposed service before obtaining consent.
• Teach therapists to recognise precautions & circumstances requiring service modification, postponement, cessation, or escalation.
• Reinforce infection prevention, sanitation, safe working practices, & incident reporting procedures.
• Ensure therapists monitor customer comfort throughout the session & respond promptly to discomfort or concerns.

5. Customer Service Excellence

• Train therapists in professional greetings, active listening, consultation, & clear communication throughout the service.
• Develop therapists’ ability to understand customer expectations & personalise the service within approved standards.
• Coach therapists to explain pressure choices, treatment steps, & service limitations in simple, reassuring language.
• Strengthen skills in complaint handling, service recovery, & respectful management of customer expectations.
• Use customer feedback & service observations to identify training needs & improve the overall experience.

6. Customer Education and Knowledge Transfer

• Equip therapists to explain reflexology, massage, & other wellness services accurately and in language customers can understand.
• Train therapists to communicate intended wellness benefits & realistic expectations without diagnosing conditions or promising cures.
• Develop approved responses to common customer questions & consistent guidance on post‑service care.
• Teach therapists to check customer understanding & tailor explanations to different levels of familiarity.
• Ensure therapists recognise when a question is beyond their scope & direct the customer to an appropriate qualified professional.
• Encourage customer education that supports informed choices & long‑term trust.

7. Training Quality and Team Development

• Conduct regular branch visits, service observations, practical assessments, & coaching sessions.
• Maintain training records, competency results, & individual development plans.
• Work with Branch Managers to address recurring service issues & monitor improvement after training.
• Develop senior therapists as mentors & internal trainers.
• Evaluate training effectiveness through practical performance, SOP compliance, customer feedback, & sustained improvement.
• Maintain personal technical proficiency & update training content through continuing professional development.

Job Requirements

Technical Qualifications and Experience

• Relevant qualifications in reflexology, massage therapy, spa therapy, or a related wellness discipline.
• Demonstrated mastery of reflexology & massage techniques, supported by substantial hands‑on practice.
• Preferably at least five years of relevant practical experience, including experience in therapist training, supervision, or team development.
• Strong working knowledge of anatomy & physiology relevant to practice, treatment precautions, hygiene, & safe service delivery.
• An adult education or train‑the‑trainer qualification is an advantage.

Training and Coaching Skills

• Proven ability to demonstrate techniques clearly & translate technical knowledge into practical learning.
• Ability to design training programmes, write SOPs, & assess therapist competence against consistent standards.
• Strong observation skills & the ability to provide specific, constructive feedback.
• Patience & adaptability when coaching therapists with different experience levels, learning needs, & language abilities.
• Ability to verify that learning is applied consistently during actual service delivery.

Customer Service and Communication

• Excellent customer service skills, with the ability to model professional consultation & service recovery.
• Strong verbal communication & interpersonal skills.
• Ability to explain wellness services, intended benefits, limitations, & aftercare in clear, accessible language.
• Sound judgement in handling sensitive conversations & maintaining professional boundaries.

Professional Attributes

• High standards of ethics, personal presentation, discipline, & accountability.
• A positive, respectful, & supportive approach to team development.
• Strong commitment to customer safety, service consistency, & continuous improvement.
• Ability to collaborate effectively with management, branch teams, & other trainers.
• Willingness to travel between branches & conduct training around operational needs.