Wellness Manager

Gravity Float and Wellness – Northcote VIC Classification: Alternative Complementary Health Location: 559 High Street, Northcote, VIC 3070 Reporting to: Director Hours: Rostered Shifts Full availability for all rostered shifts including evenings and weekends is essential for this position. Position Title: Manager Wellness Centre Position Type: Full-Time 38 hours Sub classification: Management About Us Gravity Float and Wellness is a leading wellness centre that helps clients improve both physical and mental wellbeing. We are committed to delivering exceptional client experiences while growing a profitable, sustainable business. This role offers the opportunity to lead a motivated team, make a difference in people's lives, and drive the ongoing success of a high‑growth company in the health and wellness industry. Role Purpose The Centre Manager leads all centre operations and drives business performance. This includes managing the Assistant Centre Manager, reception staff, therapists, and supporting the Director. The position is responsible for achieving monthly growth in memberships and revenue while delivering the Gravity Sales Strategy and maintaining operational standards. Key Focus Areas Lead and support the Assistant Manager, reception & float staff and therapists. Grow membership and revenue through strong sales leadership and delivery. Oversee day‑to‑day operations, staff performance, and client experience. Manage expenses within approved budgets. Maintain operational compliance, cleanliness, and safety standards. Key Duties & Responsibilities Sales, Revenue & Business Growth Deliver the Gravity Sales Strategy and meet monthly membership and revenue growth goals. Lead all sales activity across memberships, packages, gift cards, upsells, and secondary retail spend. Encourage all staff to rebook clients, sell memberships and packs, and promote additional services. Handle all enquiries within 1 hour (email, web, phone, walk‑ins). Oversee sales scripts, questions, and post‑visit cadences outlined in the Gravity Sales Strategy. Support the delivery of the annual marketing calendar and seasonal promotions in collaboration with the Assistant Manager. Manage and update SOPs on Google Drive; ensure alignment with current sales and service standards. Operations & Compliance Oversee all daily and monthly operational checklists. Manage water testing, float tank cleaning, and sauna maintenance logs. Schedule and oversee cleaning, maintenance and contractor works with the Director. Maintain incident and accident reports, waivers, and membership contracts; ensure secure digital storage. Ensure safety and infection control standards are consistently met across all modalities. People Leadership & Development Lead and support the Assistant Centre Manager, reception and float facilitators and massage therapists. Oversee onboarding and training: first 30 days (training), 60 days (team leadership integration), 90 days (KPI delivery). Hold weekly 1‑hour meetings with the Director and Assistant Centre Manager. Conduct monthly 1:1 catch‑ups with all staff and provide coaching and feedback. Lead team communication and implement updates and changes within the business. Client Experience & Relationship Management Lead a client‑focused culture that delivers high satisfaction and retention. Manage responses to Google Reviews, ClassPass feedback, and all client communications. Handle complaints professionally and promptly to maintain brand reputation. Oversee the NDIS client lifecycle, including intake, invoicing, updating credits/payments in Mindbody, and record keeping. Marketing & Promotions Deliver and execute the marketing calendar with the Assistant Centre Manager. Lead seasonal campaigns (e.g., Christmas, EOFY, Mother's Day, Black Friday). Manage promotions for gift cards, ClassPass, Red Balloon, and corporate/NDIS clients. Finance & Administration Manage cash handling and banking (minimal cash business) and reconcile EFTPOS transactions. Oversee ordering and stock management for chemicals, cleaning supplies, consumables and retail. Conduct regular stocktakes and maintain accurate stock levels. Submit a weekly report to the Director (with Assistant Manager input) summarising stock, finances, staff and business updates. Maintain control of expenses within the centre's allocated budget. Facilities, Maintenance & Expansion Oversee the safe operation, cleaning and maintenance of all wellness equipment (floats, infrared saunas, massage rooms and contrast therapy areas). Stay informed and trained on new modalities and technologies (e.g., cold plunge systems, traditional saunas). Train staff on operating and maintaining all equipment safely and effectively. Systems & Tools Mindbody booking and marketing suite. ClassPass and Red Balloon sales portals. Google Drive for SOPs, logs, and documentation. Email and phone communication systems. Knowledge, Skills & Attributes Sales & Revenue Proven ability to drive sales, hit revenue targets, and motivate a team to do the same. Strong commercial acumen with experience in monitoring KPIs and using data to inform decisions. Leadership & Teamwork Builds cohesive, accountable teams with a focus on client care and revenue generation. Confident in setting and tracking individual and team sales performance. Planning & Organisation Implements systems to track progress, measure results, and optimise resources. Anticipates challenges and develops solutions to achieve targets. Client Engagement Outstanding interpersonal skills with the ability to convert enquiries into sales. Skilled at promoting and upselling products and services in a consultative way. Personal Qualities Passionate about health and wellness. Results‑driven, motivated, and proactive. Thrives in a dynamic, high‑paced environment. Qualifications & Experience Qualification or current study in health/wellness (highly desirable). Minimum Certificate or Diploma level education in a relevant field required. Minimum 12 months in a sales‑focused leadership role (wellness, retail or fitness preferred). A minimum of 3+ years management experience is required. Experience managing a small team and delivering results to business KPIs. Experience with Mindbody software and digital tools for scheduling, sales and reporting highly desirable. Knowledge or interest in wellness modalities such as float, infrared sauna, massage and contrast therapy. Exposure to float therapy or wellness industry practices is preferred for this position. Current driver's licence, WWCC and Police Check required. #J-18808-Ljbffr