Job Description

About the Role

The Community Associate 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 FlowFam.
• Build authentic relationships with members — remembering names, preferences, and progress.
• 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.

Studio 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.

Administrative & Systems Support

• Manage class schedules, instructor attendance, and system updates via booking software.
• Process payments, extensions, refunds, and administrative requests according to SOP.
• Generate operational reports and dashboards as required.
• Support the onboarding of new instructors and front-of-house staff (uniforms, training, documentation).
• Assist in basic data entry, reporting, and other administrative tasks for management.

Sales & Membership Support

• Support the studio in achieving occupancy and sales goals through client retention, upsells, and referrals.
• Conduct tours for new or potential members with confidence and product knowledge.
• Communicate current packs, offers, and events to drive engagement and conversion.

Team & Culture

• Work closely with the Studio Lead to ensure team coordination and smooth day-to-day execution.
• Assist with staff scheduling, timesheet tracking, and meeting preparation.
• Be a culture ambassador — uphold Flow’s values of empathy, excellence, and empowerment.

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.
• Tech-savvy with experience using booking systems, Google Suite, and Excel.
• A genuine interest in wellness, fitness, and creating memorable client experiences.
• Availability to work 6 days a week, with 1 scheduled off day.
• Working hours aligned with studio class schedules (typically 7:00 AM – 12:00 PM and 5:00 PM – 9:00 PM).

Skills