Area General Manager

JEM Wellness Brands; Georgia; Presencial; USD 70.000 - 110.000; Jornada completa

Descripción de la vacante

Massage Envy is seeking an Area Manager to lead operations across multiple clinics. You will supervise General Managers, drive sales and customer service, and ensure staffing aligns with business needs while upholding our core values of optimism, gratitude, excellence, consistency and empathy.

The role requires hands-on front desk coverage, staff coaching, and strong performance management to meet monthly and annual targets. Join a team dedicated to wellness and guest experience.

Formación

• High school diploma or GED required.
• Minimum 2 years related experience and/or training.
• Minimum 1 year General Manager experience.
• Front desk coverage: 20 hours per week across clinics.

Responsabilidades

• Oversee two or more clinics and supervise two or more General Managers.
• Establish leadership presence to drive performance and uphold core values.
• Hire and onboard clinic staff; ensure training plans are followed.
• Develop plans with District Manager to execute initiatives and achieve KPIs.
• Manage payroll, staff schedules, and adherence to budgets.
• Resolve member and client issues with a focus on satisfaction.

Conocimientos

Leadership

Communication

Customer Service

Teamwork

Problem Solving

Dependability

Educación

High school diploma or GED

Herramientas

Excel

Word

Databases

Email

Descripción del empleo

POSITION PURPOSE

The Area Manager is responsible for the operations and performance of assigned Massage Envy clinics. This position is responsible for the appropriate management of all aspects of clinic operations including sales, customer service, staffing, and supervision of the General Manager. Uphold Massage Envy brand’s core values of optimism, gratitude, excellence, consistency and empathy. Promote the wellness plan and benefits of regular massage, skincare services, and at-home care, while offering best in class customer service to guests and members.

Massage Envy

Job Title

Massage Envy Area Manager

Department

Operations

Reports To

District Manager

FLSA Status

Exempt

Direct Reports

General Manager

Key Holder

Yes

POSITION PURPOSE

The Area Manager is responsible for the operations and performance of assigned Massage Envy clinics. This position is responsible for the appropriate management of all aspects of clinic operations including sales, customer service, staffing, and supervision of the General Manager. Uphold Massage Envy brand’s core values of optimism, gratitude, excellence, consistency and empathy. Promote the wellness plan and benefits of regular massage, skincare services, and at-home care, while offering best in class customer service to guests and members. The Area Manager upholds and exhibits the Atticus Core Values: Accountability, Teamwork, Thankful, Integrity, Communication, Unwavering Commitment, Service.

Essential Duties And Responsibilities

• Front Desk Coverage
• Work a minimum of 20 hours per week at the front desk (10 hours per clinic), performing all duties and responsibilities of the FDSA role exceptionally.
• Leadership
• Oversight of two or more clinics and supervision of two or more General Managers. o Establish and maintain a visible leadership presence to ensure a culture of excellence in performance, operational compliance, and consistent demonstration of our values. o Promote employee development, define succession plans and pursue talent acquisition to achieve and maintain operational requirements. Continue to build bench strength to grow your team of successors.
• Ensure smooth flow of operations by planning, identifying, communicating, and delegating key responsibilities and practices to your team.
• Create plans in conjunction with District Manager to support execution of company initiatives to achieve both operational excellence and business results. Hold General Manager accountable to execute established initiatives and follow up consistently.
• Hire and onboard new clinic staff to maintain adequate clinic staffing levels. o Ensure adherence to all required MEU and Atticus Franchise Group training plans for all positions. Administer supplemental training as needed.

• Responsible for maintaining a professional image and positive attitude while instilling a positive and professional environment for staff, members, and guests always.
• Provide employees at all levels with coaching, feedback, recognition and developmental opportunities.
• Responsible for keeping the District Manager apprised of issues, problems, opportunities, and threats which may affect the employees, operations or financial results of the Massage Envy clinics under management.
• Performance Management
• Ensure growth and profitability through goal setting, adherence to budget and execution to short and long-term strategies.
• Responsible for ensuring the clinics meet the monthly and annual performance goals. o Review clinic key performance indicators (KPI) to identify problems, concerns and opportunities for improvement.
• Hold staff accountable for achieving desired results relating to service standards, sales goals, and overall job performance.
• Utilize performance management objectives to complete performance reviews, identify opportunities for employee development, and administer corrective action for underperforming employees.

• Conduct regular sales and service strategy meetings with staff to communicate expectations, recognize positive behaviors and provide solutions for opportunities.
• Member & Customer Satisfaction
• Resolve member and customer service disputes in a positive manner to the highest satisfaction of the member and the guest. This includes assisting in issuing any necessary refunds, exchanges, or points offered for compensation to customers. This must be resolved within 48-72 hours.
• Ensure prompt action is taken on customer feedback via InMoment to completely resolve the matter and prevent reoccurrence. Must be responded to within 24 hours and resolved within a timely manner.
• Operational Excellence
• Responsible for ensuring the clinics have the proper supplies, equipment, inventory, and utilities to operate in accordance with the Massage Envy standard operating procedures. o Ensure staff schedules are set appropriately and are aligned with the business needs. o Ensure all marketing materials are compliant with Massage Envy and/or Atticus direction. o Responsible for the physical and financial security of the clinics, including ensuring the clinics maintain an adequate level of security and internal controls to protect the assets of the clinics, (including cash, equipment, and inventory) and ensuring all clinic assets are maintained in a safe and secure manner.
• Responsible for submitting and approving accurate and timely payroll, including all related personnel documentation (i.e. status change forms).
• Ensures clinic checklist is completed multiple times per day.

• Compliance
• Follow and promote the Company Code of Conduct. Responsible for ensuring the Code of Conduct Violation, Handling, and Reporting Policy is administered and adhered to appropriately. Manage guest or employee incidents pursuant to our internal policy to keep operations to standard.
• Have knowledge and awareness of worker's compensation and other employee matters within the clinic(s).
• Knowledge of the media handling policy and crisis communication guide; respond immediately and effectively to any matters of this nature.
• Responsible for maintaining full compliance with the Massage Envy Franchise Agreements as well as state and local laws and regulations, including, but not limited to OSR preparation and compliance.
• Follow and promote the Employee Handbook
• Immediately report to HR any observed (or learned about) inappropriate behavior, risk safety issues, or violations of any law. One of our objectives is to promote employee safety. o Responsible for ensuring all employees of are properly documented and all hiring and employment practices are in full compliance with all applicable laws and regulations. This includes ensuring all employees undergo a background check prior to employment, including any criminal and sex offender charges.
• Responsible for ensuring that all employees of clinic are properly documented and that all hiring and employment practices are in full compliance with all applicable laws and regulations. This includes ensuring all employees undergo a background check prior to employment, including any criminal and sex offender charges, and ensuring that no known criminals or sex offenders are employed by the clinics in compliance with Atticus Franchise Group policies.
• This position shall not enter into contracts on behalf of Atticus Franchise Group or its affiliates without written approval from the President.
• Other duties as assigned.

Recruit, train, supervise, and evaluate department staff.

Minimum Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The minimum requirements listed below are representative of the knowledge, skills and/or ability required. Reasonable accommodations may be able to enable individuals with disabilities to perform the essential functions.

Education And Experience

• High school diploma or equivalent (GED) required.
• Minimum 2 years of related experience and/or training.
• Minimum 1 year of General Manager experience.

Computer Experience

• Should have knowledge of computer operations: email, spreadsheets, databases and word processing software.

Language Skills

• Ability to read, write, and comprehend instructions, correspondence and memos.
• Ability to effectively and professionally present information in one-on-one and group situations.

Mathematical Skills

• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.
• Ability to compute rate, ratio and percentages and interpret bar graphs.

REASONING ABILITY

• Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.
• Ability to deal with problems involving several concrete variables in situations.

Required Certificates, Licenses, Or Registrations

N/A

PHYSICAL DEMANDS

• Use hands, fingers and wrists to write and work with computer keyboards, mouse and office machines;
• Work under occasional stressful situations;
• Talk and hear;
• Frequently is required to stand, walk, sit and reach with hands and arms;
• Ordinary vision including close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
• May occasionally lift up to 10 pounds.

WORK ENVIRONMENT

• Massage retail clinic environment with light to moderate noise.

COMPETENCIES

• Problem Solving - Identifies and resolves problems in a timely manner.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Meets commitments.
• Interpersonal Skills - Maintains confidentiality; Able to build a rapport and work with a variety of personalities.
• Teamwork - Balances team and individual responsibilities; Contributes to building a positive team spirit.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Dependability - Follows instructions, responds to management direction; Keeps commitments; Completes tasks on time or notifies appropriate person with an alternate plan.

ACKNOWLEDGEMENT

By signing below, I attest I have read and understand the requirements and duties in this document in its entirety and that I can and am willing to perform the physical requirements and the essential functions contained herein with or without a reasonable accommodation(s) for any disability, declared or non-declared, which I may have at the time of signing this job description. I also attest that as an employee, I will notify management if my ability to perform my duties changes in the future.