General Manager

Massage Envy; Cary (NC); On-site; USD 85,000 - 105,000; Full time

Job summary

Massage Envy Cary, NC is seeking a General Manager to lead daily clinic operations, drive sales and ensure exceptional guest experiences. You will manage staff, scheduling, training, and performance, while aligning with brand values and wellness programs.

The role requires strong leadership, coaching, and the ability to meet monthly and annual goals, supervise front desk coverage, and maintain compliance with all regulatory and company standards.

Qualifications

• High School Diploma.
• Minimum 2 years related experience and/or training.
• The equivalent education and experience.

Responsibilities

• Lead day-to-day clinic operations and guest service.
• Coach staff and manage performance to drive results.
• Meet monthly and annual sales/service goals.
• Hold daily huddles and provide on-the-spot coaching.
• Coordinate with Area/District Manager on progress and issues.
• Work during peak hours, including nights and weekends when needed.

Skills

Problem Solving

Customer Service

Interpersonal Skills

Teamwork

Quality

Attendance/Punctuality

Dependability

Education

High School Diploma

Equivalent education and experience

Job description

POSITION PURPOSE

The General Manager is responsible for the day-to-day operations of an assigned Massage Envy clinic. This position is responsible for the appropriate management of all aspects of clinic operations including sales, customer service, staffing, and overall management of the clinic. 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 General 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 25 hours per week at the front desk, performing all duties and responsibilities of the FDSA role exceptionally.

Leadership

• Be a role model for the Company culture.
• Responsible for maintaining a professional image and positive attitude while instilling a positive and professional environment for staff, members, and guests always.
• Perform constant and ongoing coaching and development sessions with staff to provide positive feedback and professional improvement recommendations.
• Responsible for keeping the Area Manager and District Manager apprised of issues, problems, opportunities, and threats that may affect the employees, operations or financial results of the Massage Envy clinics under management.

Performance

• Responsible for ensuring the clinic meets monthly and annual performance goals.
• Conduct regular sales and service strategy meetings with staff to communicate expectations, recognize positive behaviors and provide solutions for opportunities.
• Hold staff accountable for achieving desired results relating to service standards, sales goals, and overall job performance.
• Conduct daily huddles and provide coaching in the moment as needed.
• Partner with Area Manager to help administer Performance Improvement Plans as necessary and follow up on performance progress accordingly.
• In the event of underperformance, GM’s are required to work during peak business hours, which include nights and weekends.

Member & Customer Satisfaction

• Ensure that all members and guests receive the highest possible service and overall experience in all communications and dealings with the clinic.
• Resolve member and guest service disputes in a positive manner to the highest satisfaction of the member and guest.

Hiring & Onboarding

• Hire, onboard, and train new clinic staff in partnership with the Area Manager.
• Responsible for hiring top quality Service Providers to ensure the highest level of treatments possible, and to regularly review the performance of the Service Providers, in conjunction with the Back of House Manager to ensure that their performance is consistent with our expectation of high service levels to our members and guests.
• Ensure that clinic staff receives appropriate training relating to their job requirements. Maintain ongoing training programs and courses for further education and training.

Operational Excellence

• Responsible for ensuring the clinic has the proper supplies, equipment, inventory, and utilities to operate in accordance with the Massage Envy standard operating procedures.
• Ensure staff schedules are set appropriately, aligned with the business needs, and approved by the Area Manager.
• Maintain general cleanliness of the clinic, ensure supplies are stocked (retail and operational), and maintenance concerns are addressed in a timely manner.

Compliance

• Responsible for maintaining full compliance with the Massage Envy franchise agreements as well as state and local laws and regulations. Ensure that the clinic maintains all business registrations, business licenses, and Service Provider licenses (where applicable). Ensurethat each Service Provider carries liability insurance naming the clinic as an additional insured. Ensure that each Service Provider has an acceptable background check in file, as well as a State and local (if applicable) massage therapy license in file prior to starting work.
• Responsible for the physical and financial security of the clinic, including: ensuring that the clinic maintains an adequate level of security and internal controls to protect the assets of the clinic, (including cash, equipment, and inventory) and ensuring that all clinic assets are maintained in a safe and secure manner.
• Follow and promote the Company Code of Conduct. Responsible for ensuring that the Code of Conduct Violation, Handling, and Reporting Policy is administered and adhered to appropriately.
• Promote employee safety.

Other duties as assigned.

SUPERVISORY RESPONSIBILITIES

Recruit, train, supervise, develop 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; and
• Minimum 2 years of related experience and/or training; or
• The equivalent education and 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.