What are the responsibilities and job description for the Pilates Studio Sales & Operations Manager position at Pilates Center of Rockville?
THE ROLE
The Studio Sales & Operations Manager is a key leadership position responsible for driving business growth and delivering an exceptional client experience. This individual oversees the studio's sales strategy, client journey, daily operations, Front Desk Team, and marketing initiatives to ensure every aspect of the business operates at the highest level. Responsibilities include:
- Driving studio sales, revenue growth, and profitability
- Owning the client journey from first inquiry through long-term membership and retention
- Managing client relationships through proactive communication, effective issue resolution, and building client trust.
- Overseeing daily studio operations and front desk activities
- Hiring, training, coaching, and managing the Front Desk Team
- Executing marketing initiatives and community outreach to generate new business
- Monitoring key performance metrics and implementing continuous improvements to drive sales, operational excellence, and client satisfaction
This is a dynamic leadership role that blends sales, operations, hospitality, customer service, and team leadership. The ideal candidate is an organized, proactive leader with strong business acumen, emotional intelligence, sound judgment, and a passion for health and wellness.
Reporting directly to the Studio Owner, this position plays a pivotal role in executing the studio's strategic objectives, building a high-performing team, and driving sustainable business growth.
Reporting directly to the Studio Owner, this position plays a pivotal role in executing the studio's strategic objectives, building a high-performing team, and driving sustainable business growth.
KEY AREAS OF RESPONSIBILITY
Sales & Client Journey
- Own and continuously improve the end-to-end client journey.
- Manage the complete sales pipeline from lead generation through membership retention and service upgrades
- Develop and implement sales process and training for Front Desk Team
- Track key performance metrics and execute strategies to meet or exceed sales, conversion, membership, and revenue targets.
- Oversee membership administration and client account management.
- Develop retention strategies and identify new revenue opportunities.
- Drive retail sales
Operations
- Lead the day-to-day operations of the studio, ensuring a seamless, efficient, and welcoming client experience.
- Develop and manage front desk staffing schedules to ensure consistent coverage and operational efficiency.
- Optimize instructor schedules to maximize studio utilization, productivity, and revenue.
- Coordinate instructor time-off requests, substitute coverage, and client schedule adjustments.
- Continuously evaluate and improve operational processes, workflows, and standard operating procedures.
- Maintain the studio's appearance, organization, inventory, equipment, and facility maintenance to the highest standards.
Client Experience & Relationship Management
- Build trusted client relationships through proactive communication, consistent support, and timely follow-through.
- Champion PCOR's culture of warmth, professionalism, and personalized care.
- Resolve client concerns with sound judgment, professionalism, and a solutions-oriented mindset.
- Anticipate client needs and establish standards that ensure consistently exceptional client experiences.
- Monitor client feedback and drive continuous improvements to the client experience.
Leadership
- Recruit, hire, onboard, train, and develop a high-performing Front Desk Team.
- Foster a culture of accountability, collaboration, professionalism, and continuous improvement.
- Conduct regular team meetings to communicate priorities, review performance metrics, and ensure alignment on goals and action items.
- Provide ongoing coaching, performance feedback, and professional development.
- Lead performance evaluations, recognize achievements, and address performance concerns.
Marketing & Community Outreach
- Oversee organic social media strategy and manage social content production
- Execute local marketing campaigns to generate qualified leads.
- Develop partnerships with the community, local businesses, and healthcare professionals.
- Represent PCOR at community events to build brand awareness
SUCCESS IN THIS ROLE
- Achieve studio sales and membership goals.
- Increase lead conversion and membership retention.
- Drive operational excellence and continuous improvement.
- Deliver an exceptional client experience.
- Build and lead a high-performing Front Desk Team.
- Execute marketing initiatives that drive lead generation.
QUALIFICATIONS
- 3–5 years of leadership experience in sales, operations, hospitality, wellness, or another client-focused business.
- Demonstrated success driving revenue growth.
- Strong leadership, communication, organization, and conflict resolution skills.
- Experience using CRM (Mindbody is a plus), scheduling, and marketing platforms.
- Passion for health, wellness, and client service.
Salary : $50,000 - $55,000