BFT Studio Manager

About the role

We are looking for an experienced and hands-on Studio Manager to lead the day-to-day operations and commercial performance of our BFT studio. You will be responsible for driving membership growth, revenue, retention, member experience and team performance while ensuring the studio operates safely, efficiently and in line with BFT and Reformd standards.

Key responsibilities

• Manage overall studio performance, including membership growth, revenue, sales conversion, retention and operating costs.
• Monitor studio performance and identify areas requiring improvement, ensuring corrective actions are followed through.
• Oversee the full sales and lead journey, including lead follow-up, trial bookings, trial attendance, conversions and new-member onboarding.
• Review lost leads, no-shows and unconverted trials and ensure appropriate follow-up actions are taken.
• Manage the member experience and retention journey, identifying at-risk members and implementing strategies to improve engagement and reduce cancellations.
• Handle member feedback, complaints and service recovery while maintaining strong relationships with members.
• Drive referrals, community engagement and member advocacy.
• Lead, coach and manage studio team members by setting clear priorities, conducting team meetings and providing regular performance feedback.
• Work closely with coaches and relevant team members to maintain coaching quality, class coverage and staff development.
• Manage staff rostering to ensure adequate studio coverage while remaining cost-conscious.

About you

• Minimum 3 years of relevant experience in boutique fitness, hospitality, retail, wellness or another high-touch service environment.
• Previous people-management or leadership experience is strongly preferred.
• Experience managing sales, customer experience, retention and operational targets.
• Comfortable using membership systems, CRM platforms, spreadsheets and performance dashboards.
• Strong commercial awareness with an understanding of how daily studio activities affect revenue, costs and membership growth.
• Strong communication, leadership and interpersonal skills.
• Highly organised with strong attention to detail and follow-through.
• Able to handle difficult conversations professionally and provide constructive performance feedback.
• Valid First Aid/CPR/AED certification, or willingness to obtain certification within the required timeframe.

Working Expectations

This is an on-site leadership position requiring strong visibility within the studio. Working hours may include early mornings, evenings, weekends and public holidays depending on studio operations, events and leadership requirements.