Area General Manager

JEM Wellness Brands; Newnan (GA); On-site; USD 90,000 - 120,000; Full time

Job summary

Massage Envy is seeking an Area Manager in Newnan, GA to oversee two or more clinics and supervise General Managers. The role focuses on sales, customer service, staffing and ensuring adherence to MEU and Atticus standards.

You will lead front desk coverage, staff development, and ensure operational excellence across multiple sites while upholding brand values and delivering best-in-class customer service to guests and members.

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; establish leadership presence to ensure a culture of excellence and promote employee development.
• 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 operational excellence and business results; hold General Manager accountable.
• Hire and onboard new clinic staff to maintain adequate staffing and ensure adherence to training plans.
• Maintain a professional image and positive attitude; provide coaching, feedback, recognition, and development opportunities.
• Keep the District Manager apprised of issues, opportunities, and threats affecting operations or financial results.
• Conduct regular sales and service strategy meetings with staff to communicate expectations and opportunities.
• Resolve member and customer service disputes promptly and professionally; address feedback via InMoment and respond within 24 hours

Job description

Massage Envy: 238 Newnan Crossing Bypass

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.

This job description reflects management's assignment of essential functions, it does not prescribe or restrict the tasks that may be assigned. Nothing in this job description is designed to change the at-will nature of employment with Massage Envy.

• 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