Job Description

About the Role

The Operations Lead is the heartbeat of our studios — responsible for ensuring every client experience is seamless, every studio moment feels elevated, and every operational detail runs smoothly. You’ll combine hospitality, operations, and community-building to deliver the premium Flow experience we’re known for.

This is a front-facing, fast-paced role that requires warmth, organisation, and initiative. You’ll be part of a dynamic team that values proactive problem solving, teamwork, and genuine human connection.

Key Responsibilities 

Client & Community Experience

• Deliver an exceptional customer journey from check-in to check-out, ensuring every client feels seen, supported, and part of the community.
• Handle client queries, bookings, and feedback with professionalism and empathy.
• Support and co-host community events, pop-ups, and brand collaborations.
• Manage in-studio communication, email content (e.g., class highlights, member moments), and sustain our online and in-studio community presence.

Daily Operations

• Oversee daily opening and closing procedures to maintain Flow’s operational standards.
• Conduct daily walkthroughs and weekly audits for cleanliness, equipment, amenities, and supplies.
• Coordinate with vendors for cleaning, laundry, and maintenance.
• Ensure all studios are visually consistent and aligned with brand presentation.
• Manage inventory, stock levels, and replenishment of amenities and retail items.

Operational Excellence

• Own daily performance across studios: capacity utilisation, schedule mix, staffing, inventory, and studio standards.
• Standardise and enforce SOPs (front desk, instructor protocols, safety, incident reporting, cash/credit handling).
• Run a cadence of QA audits with scorecards and action plans.
• Optimise timetables, instructor assignments, and class mix by location/time to drive yield and client satisfaction.
• Oversee systems & tools (e.g., CRM, automations, ClassPass controls, reporting dashboards).

Sales Growth

• Hit monthly/quarterly revenue, utilisation, and retention targets per studio.
• Drive membership/pack sales: pricing, promos, yield management, and on-the-floor conversion coaching.
• Lead private client growth with the BD team (assessment → conversion → retention).
• Set and monitor targets for front-of-house (conversion %, rebooking rate, churn).
• Partner with Marketing on local campaigns, referral engines, corporate activations, and launch calendars.

Finance & Reporting

• Own studio P&Ls: forecast, budget, variance analysis, and cost controls.
• Weekly dashboards on revenue, utilisation, payroll ratios, refunds/credits, ClassPass mix.
• Present monthly performance with insights and actions.

Job Requirements

Qualifications & Skills

• 1–3 years’ experience in hospitality, retail, fitness, or operations preferred (fresh grads with strong people skills are welcome).
• Friendly, approachable, and able to connect easily with clients and teammates.
• Excellent communication and interpersonal skills (English proficiency required; other languages a plus).
• Highly organised, detail-oriented, and comfortable multitasking in a fast-paced setting.
• A genuine interest in wellness, fitness, and creating memorable client experiences.
• Availability to work 4 weekdays & 1 weekends (2 scheduled off day)
• Working hours (12:30PM - 9:30PM or 7:30AM - 4:30PM)

Skills