Centre Manager

About LEVELSIX Peckham

LEVELSIX is a yoga, well-being and eating space based in Peckham Levels; the wonderfully transformed multi-storey car park in Peckham.

Set-up in 2017 by four founders, Ben Rose, Tania Eber, Will Wheeler and Woody Pyke, their common goal was to provide people from all walks of life with a place for feeling good, eating well and enjoying great yoga and movement classes.

LEVELSIX has 2 large studios (each with a 30 people capacity) with great views over London and dedicated changing rooms with showers. Open 7 days a week, there is a timetable of 40 yoga and movement classes to choose from, plus regular workshops, retreat weekends, special events and a Teacher Training programme launching in Spring 2020.  There is also a treatment room with a dedicated team of therapists and a cafe offering daily seasonal and healthy food for all to savour and enjoy.

Job Description

We are looking for a Centre Manager to join the staff team, to manage the studio and be part of the future development of LEVELSIX. If you are a highly motivated individual with a passion for making things happen and have demonstrable experience of managing staff, planning, coordinating and executing business operations we would love to hear from you.

You will work closely with the Directors in planning the strategic aims of LEVELSIX and engage with various stakeholders at the studio to deliver these. You should be very organised, enjoy multi-tasking and have proven experience of working in a busy client facing environment to offer excellent customer service and drive monthly sales. Strong communication and leadership skills, attention to detail, resourcefulness, problem solving ability and a proactive approach to managing a busy and varied workload are essential in this role.

To be successful in this role you will be fully committed to LEVELSIX and its values and care about the quality of the experience that our customers, teachers, therapists, staff and volunteers.

Key Responsibilities

General

  • Work with Directors to plan the strategy for LEVELSIX and deliver its aims
  • Be an ambassador for the studio at all times, developing good working relationships and partnerships
  • Ensure smooth daily running of the studio and events held
  • Enjoy your work

Working with others

  • Effectively manage and support the Front of House team to provide a high quality of customer experience: hire and induct new staff, organise and lead training, performance feedback, manage hours and support workflow and set responsibilities
  • Manage the staff rota: build rota on Deputy and oversee all admin, cover and ad hoc changes that are required
  • Manage cover for yoga teachers and update the schedule
  • Line manage the Administrator and Volunteer Coordinator: bi-weekly 1:1 meeting, support workflow and set responsibilities
  • Oversee the management of a large team of volunteers: hiring, training, rota
  • Collect studio feedback and communicate it to the Front of House team and the Directors
  • Lead by example and navigate challenging conversations with confidence
  • Organise and lead regular operation meetings, management meetings and appraisals
  • Keep up to date and accurate records, filed on LEVELSIX shared drive
  • Report to Directors when required in a timely fashion
  • Create good working relationships with Directors, staff, teachers and therapists, helping them to provide a high-quality service to the clients
  • Propose future developments to enhance the studio’s continued delivery of quality service
  • Administer work contracts for teachers, therapists, Front of House/Cafe team and contractors

Reception

  • Management of daily class schedule, class sign-ins, bookings and payments
  • Support the Front of House team to always deliver excellent customer service
  • Provide a welcoming and informative service, with good knowledge of the services on offer at the studio to ensure high customer satisfaction, working with the Front of House team as necessary
  • Maintain Mindbody database with client records
  • Support the team with client membership enquiries by email or phone within agreed timescale
  • Review membership cancellation requests and discrepancies on a case by case basis and administer refunds where necessary
  • Contact students if classes are cancelled and organise refunds where necessary
  • Order new retail stock, update the stock list and manage deliveries
  • Review systems and update the Front of House manual regularly to ensure reception runs smoothly and the team are well informed

Facilities

  • Responsible for the security of the premises
  • Ensure the studio spaces, reception area, changing rooms and treatment room are maintained and are clean and functional
  • Ensure that teachers and therapists have a clean and prepared studio to teach in, with everything necessary for them to deliver their activity
  • Organise stock checks and ordering such that all materials are in constant supply and working order
  • Manage and oversee all onsite cleaning and have regular review meetings with the cleaning contractor
  • Report any problems with leaks/electrics/plumping to the LEVELSIX Directors and Peckham Levels site team and arrange rapid solutions
  • Develop good working relationships and liaise appropriately with Peckham Levels site team

Programme

  • Programme all classes, workshops and events in consultation with the Directors and advise on best dates for activity to take place
  • Develop the community offer with a series of community events to target specific user groups and make wellness available to all in the community
  • Maintain current community partnerships and develop new partner relationships
  • Create, plan and deliver a series of monthly £10 special events
  • Work with the Baby and Me planning group to programme a series of Thursday morning events to build the parent and baby community at the studio

Hires

  • Manage hire enquiries and bookings
  • Manage the treatment room booking system and assist therapists with bookings where necessary

Communications

  • Create and write engaging content for a bi-weekly newsletter to client base
  • Liaise with designers and printers to organise flyer and poster artwork to promote offers and events at the studio
  • Develop and maintain good links with appropriate advertising forums
  • Oversee the workflow of the person responsible for PR and marketing: social media, SEO, promotion partners
  • Maintain and update website: log jobs with the web designer and Administrator and Volunteer Coordinator and ensure tasks are completed on time
  • Liaise with our landlords Peckham Levels

Sales

  • Actively look for opportunities to increase sales and convert customers into members
  • Upsell deals and memberships
  • Retain customers by meeting their needs and circumstances
  • Oversee sales and bookings via ClassPass partnership
  • Always represent the brand and help promote studio awareness in the local area

Finance

  • Manage and process invoices: check and approve monthly invoices for teachers, Front of House, cafe team and monthly payroll, request payment for supplier invoices
  • Prepare and send invoices for studio and treatment room hires
  • Create and manage income and expenditure budgets for special projects
  • Work closely with Accounts to implement systems to ensure finance processes are smooth
  • Ensure all invoices and receipts are passed to Accounts for payment in a timely fashion. Keep adequate records and invoices as necessary

IT

  • Manage and develop the MindBody database and ensure it is up to date: client accounts, class/enrollment set-up, pricing options, auto emails, promotions, T+Cs, report functions
  • Operate and develop the Deputy rota software
  • Manage the ClassPass partnership portal
  • Ensure all the EPOS and IT is kept up-to-date and functioning well
  • Manage digital filing system for business
  • Liaise with providers as necessary to fix IT issues

Prerequisites

Personal attributes

  • Reliable, responsible and honest
  • Friendly, authentic and approachable
  • Highly efficient with a flexible approach to work
  • Confident communicator in the spoken and written word
  • Works well with others with understanding of own strengths and development areas

Skills required

  • Experience in planning and coordinating business operations
  • Excellent customer service skills (ideally acquired through working in a wellness/yoga environment)
  • Managerial skills needed to lead a large team of part-time receptionists and volunteers
  • Strong sales and marketing experience to drive revenue and meet targets
  • Highly organised with very good administrative and multi-tasking skills
  • Clear and effective written communication skills to different audiences: experience writing event, website, newsletter copy
  • Practical and creative approach to problem solving and ability to work under pressure
  • Developed people skills and understanding of community building concept
  • Experience of managing a CRM database and an interest and ability to create meaningful reports, present findings and analyse data
  • Knowledge of MindBody, G Suite, Deputy and Mailchimp are desirable but training will be provided
  • Excellent IT skills (Word, Excel, CRM)
  • Some experience of yoga would be advantageous

Benefits

  • Free yoga membership
  • Discounts on in-house workshops and events
  • Opportunities to attend off-site programmes
  • 23 days holiday

Extra Details

TO APPLY:  Please submit a Cover Letter and CV. 

Your cover letter should include why you are the right fit for the job and be no more than 2 sides of A4.

If you have any questions before applying, please email [email protected]

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