Area Manager

POSITION PURPOSE

The Area Manager is responsible for the day to day operations of assigned Massage Envy

clinics. This position is responsible for the appropriate management of all aspects of clinic

operations including sales, customer service, staffing, and supervision of the Clinic Manager.

Uphold Massage Envy brand’s core values of optimism, gratitude, excellence, consistency

and empathy. Promote the wellness plan and benefits of regular massage, skincare services,

and at-home care, while offering best in class customer service to guests and members.

The Area Manager upholds and exhibits the Atticus Core Values: Integrity, Commitment,

Improvement, Communication, Gratitude, Discipline, Teamwork, Accountability.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Oversight of two or more clinics acting as the Clinic Manager for the largest clinic (in terms of service hours and/or headcount) or as Clinic Manager for the clinic of comparable size.
• Supervision and management of Clinic Manager of at least one clinic of a smaller size.
• Establish and maintain a visible leadership presence to ensure a culture of excellence in performance, operational compliance, and consistent demonstration of our values.
• Promote employee development, define succession plans and pursue talent acquisition in order to achieve and maintain operational requirements. Continue to build bench strength to grow your team of successors.
• Ensure smooth flow of operations by planning, identifying, communicating, and delegating key responsibilities and practices to your team.
• Create plans in conjunction with District Manager to support execution of company initiatives to achieve both operational excellence and business results, follow up consistently.
• Responsible for ensuring the clinic has the proper supplies, equipment, inventory, and utilities to operate in accordance with the Massage Envy standard operating procedures.
• Ensure all marketing materials are compliant with Massage Envy and/or Atticus direction.
• Responsible for ensuring the clinic meets the monthly and annual performance goals.
• Review clinic key performance indicators (KPI) to identify problems, concerns and opportunities for improvement.
• Responsible for the physical and financial security of the clinic, including: ensuring the clinic maintains an adequate level of security and internal controls to protect the assets of the clinic, (including cash, equipment, and inventory) and ensuring all clinic assets are maintained in a safe and secure manner.
• Ensure growth and profitability through goal setting, adherence to budget and execution to short and long term strategies.
• Follow and promote the Company Code of Conduct. Responsible for ensuring the Code of Conduct Violation, Handling, and Reporting Policy is administered and adhered to appropriately. Manage guest or employee incidents pursuant to our internal policy to keep operations to standard.
• Have knowledge and awareness of worker’s compensation and other employee matters within the clinic(s).
• Knowledge of the media handling policy and crisis communication guide; respond immediately and effectively to any matters of this nature.
• Responsible for maintaining full compliance with the Massage Envy Franchise Agreements as well as state and local laws and regulations, including, but not limited to OSR preparation and compliance.
• Resolve member and customer service disputes in a positive manner to the highest satisfaction of the member and the guest. This includes assisting in issuing any necessary refunds, exchanges, or points offered for compensation to customers. This must be resolved within 48-72 hours.
• Ensure prompt action is taken on customer feedback via InMoment to completely resolve the matter and prevent reoccurrence. Must be responded to within 24 hours, and resolved within a timely manner.
• Hire, onboard, and train new clinic staff in order to maintain adequate clinic staffing levels.
• Follow and promote the Employee Handbook
• Responsible for maintaining a professional image and positive attitude while instilling a positive and professional environment for staff, members, and guests at all times.
• Immediately report to HR any observed (or learned about) inappropriate behavior, risk safety issues, or violations of any law. One of our objectives is to promote employee safety.
• Responsible for submitting and approving accurate and timely payroll, including all related personnel documentation (i.e. status change forms).
• Hold staff accountable for achieving desired results relating to service standards, sales goals, and overall job performance.
• Utilize performance management objectives to complete performance reviews, identify opportunities for employee development, and administer corrective action for underperforming employees.
• Responsible for ensuring all employees of clinic are properly documented and all hiring and employment practices are in full compliance with all applicable laws and regulations. This includes ensuring all employees undergo a background check prior to employment, including any criminal and sex offender charges.
• Provide employees at all levels with coaching, feedback, recognition and developmental opportunities.
• Ensure adherence to all required MEU and Atticus Franchise Group training plans for all positions. Administer supplemental training as needed.
• Conduct regular sales and service strategy meetings with staff to communicate expectations, recognize positive behaviors and provide solutions for opportunities.
• Responsible for keeping the District Manager apprised of issues, problems, opportunities, and threats which may affect the employees, operations or financial results of the Massage Envy clinics under management.
• Ensures clinic checklist is completed multiple times per day.
• This position shall not enter into contracts on behalf of Atticus Franchise Group or its affiliates without written approval from the President.
• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES

Recruit, train, supervise, and evaluate department staff.

MINIMUM QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential

duty satisfactorily. The minimum requirements listed below are representative of the

knowledge, skills and/or ability required. Reasonable accommodations may be able to

enable individuals with disabilities to perform the essential functions.

EDUCATION AND EXPERIENCE

• High school diploma or equivalent (GED) required.
• Minimum 2 years of related experience and/or training.
• Minimum 1 year of Clinic Manager experience.

COMPUTER EXPERIENCE

• Should have knowledge of computer operations: email, spreadsheets, databases and word processing software.

LANGUAGE SKILLS

• Ability to read, write, and comprehend instructions, correspondence and memos.
• Ability to effectively and professionally present information in one-on-one and group situations.

MATHEMATICAL SKILLS

• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.
• Ability to compute rate, ratio and percentages and interpret bar graphs.

REASONING ABILITY

• Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.
• Ability to deal with problems involving several concrete variables in situations.

REQUIRED CERTIFICATES, LICENSES, OR REGISTRATIONS

N/A

PHYSICAL DEMANDS

The physical demands described here are representative of those which must be met by

an employee to successfully perform the essential functions of this job. Reasonable

accommodations may be made to enable individuals with disabilities to perform the

essential functions.

• Use hands, fingers and wrists to write and work with computer keyboards, mouse and office machines;
• Work under occasional stressful situations;
• Talk and hear;
• Frequently is required to stand, walk, sit and reach with hands and arms;
• Ordinary vision including close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
• May occasionally lift up to 10 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an

employee encounters while performing the essential functions of this job. Reasonable

accommodations may be made to enable individuals with disabilities to perform the

essential functions.

• Massage retail clinic environment with light to moderate noise.

COMPETENCIES

To perform the job successfully, an individual should demonstrate the following competencies. Reasonable accommodations may be able to enable individuals with disabilities to perform the essential functions.

• Problem Solving - Identifies and resolves problems in a timely manner.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Meets commitments.
• Interpersonal Skills - Maintains confidentiality; Able to build a rapport and work with a variety of personalities.
• Teamwork - Balances team and individual responsibilities; Contributes to building a positive team spirit.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Dependability - Follows instructions, responds to management direction; Keeps commitments; Completes tasks on time or notifies appropriate person with an alternate plan.