Lead Retail Sales Associate / Customer Service

Overview

Position Summary

The Assistant General Manager is responsible for supporting the overall success, profitability, sales performance, employee engagement, and client experience of the studio. This role serves as a key leader within the studio and is responsible for coaching staff, driving membership growth, supporting operations, maintaining service standards, and assisting in achieving revenue and retention goals.

The Assistant General Manager leads by example, motivates team members, identifies opportunities for growth, and helps create a positive and results-driven culture.

Essential Duties & Responsibilities

Sales Leadership & Membership Growth

• Continue performing Wellness Membership Advisor (WMA) responsibilities while serving in a leadership capacity.
• Consistently follow all steps in the sales process.
• Maintain an individual conversion rate goal of 40% or higher.
• Support studio-wide conversion goals through coaching, accountability, and performance tracking.
• Monitor performance metrics through MBO, PULSE, and other reporting tools.
• Conduct role-playing, coaching, and ongoing sales development activities.
• Identify opportunities to increase membership sales, upgrades, retention, and client frequency.

Team Leadership

• Assist with recruiting, interviewing, onboarding, and training team members.
• Support employee development through coaching and performance discussions.
• Participate in touch-bases and performance management conversations.
• Promote a positive, professional, and accountable culture.
• Ensure all studio policies and procedures are communicated and followed.
• Assist management with employee engagement and retention initiatives.

Client Experience

• Create exceptional first impressions and build rapport with clients.
• Identify client needs and recommend appropriate wellness solutions.
• Resolve client concerns professionally and effectively.
• Manage escalated client issues and work toward positive resolutions.
• Demonstrate empathy, professionalism, and accountability in all interactions.

Studio Operations

• Assist in managing day-to-day studio operations.
• Ensure the facility remains clean, organized, safe, and client-ready.
• Address emergency scheduling challenges promptly.
• Assist with inventory management and ordering supplies.
• Support studio maintenance and operational excellence.
• Assist with reporting requirements, including but not limited to:
• FAP reports
• Opportunity Logs
• Cancellation and Suspension reports
• Frequency Calls
• Inventory tracking
• Operational reporting

Marketing & Community Engagement

• Assist in implementing local marketing initiatives designed to increase studio awareness and membership growth.
• Promote community outreach opportunities and partnerships.
• Actively support and increase social media visibility, engagement, brand awareness through content creation, studio event promotion, client success stories, team recognition, and collaboration with Company marketing initiatives.
• Encourage team participation in social media and community engagement efforts while maintaining brand standards.

Professional Development

• Participate in Focused Performance Groups (FPGs), leadership development programs, and other Company-sponsored training opportunities.
• Attend required meetings, workshops, and training sessions.
• Continuously develop leadership, sales, and operational skills.

Additional Responsibilities

• Work with management to develop and implement strategies that improve productivity and profitability.
• Support weekly, monthly, quarterly, and annual business goals.
• Complete additional projects and duties assigned by management.

Preferred Skills, Experience & Qualifications

Core Competencies

• Passion for health and wellness
• Membership confidence
• Retail Management experience
• Results-oriented mindset
• Customer-focused approach
• Strong communication and interpersonal skills
• Passion for sales and business growth
• Ability to remain calm under pressure
• Strong organizational and time management skills
• Ability to multitask and prioritize effectively
• Self-motivated and proactive

Physical Demands

• Frequent use of computers and office equipment
• Ability to sit and stand for extended periods
• Frequent verbal communication with staff and clients
• Ability to lift and carry typical office and studio supplies

Work Environment

• Primarily performed within the studio environment
• Weekend, evening, and holiday availability may be required
• Fast-paced environment requiring flexibility and adaptability

Legal Disclaimer

©2023 Elements Therapeutic Massage, LLC (“ETM”). Each Elements Massage® studio is independently owned and operated. Franchise owners are solely responsible for all employment decisions and matters regarding their independently owned and operated studios. All individuals hired by franchise owners’ studios are their employees, not those of ETM. Elements Massage® + design are registered trademarks owned by ETM.