Operations Manager Wellness Studio

Tasks

You are the operational lead of KEEN Zurich - responsible for turning a high-touch wellness experience into a world-class scalable operating model. This role sits at the intersection of hospitality systems thinking team leadership and commercial performance. You are not here to keep things running. You are here to build operational excellence into the DNA of the business.

The founders should be able to step away from daily studio operations entirely because the studio runs with precision structure accountability and momentum under your leadership. At the same time you will help define and refine the operating blueprint that future KEEN studios will be built from. This is a growth role for someone excited by scale structure and ownership. The right person sees operational excellence not as administration but as a competitive advantage.

Guest experience

• Guarantee the best possible experience for every guest every session
• Own the full atmosphere
• Resolve issues independently and to completion
• Bring forward new initiatives to uplift the guest experience
• Build and enforce structured processes for customer support

Studio operations

• Run the studio independently across all 7 days
• Own all studio systems
• Build and enforce a live maintenance schedule
• Uphold irreproachable hygiene standards
• Coordinate external suppliers and maintenance providers independently
• Develop and own the operations blueprint ready for expansion

Commercial performance & financial reporting

• Own the commercial animation of the studio membership conversion upselling and in-studio spending are daily responsibilities
• Build retail into the experience manage inventory restocking and cross-selling with full visibility and control
• Take active ownership of cost and budget management track operational spending flag overruns before they happen
• Deliver clear structured weekly financial reporting occupancy retention retail conversion key trends and proposed actions
• Build a repeatable guest feedback process collect analyse and translate into concrete improvements for team and experience

Team & culture

• Recruit onboard and develop the FOH team with a sharp hiring lens on cultural alignment not just availability
• Build a structured team development plan training priorities wiki and a clear feedback cadence that brings the team up together
• Translate brand values into concrete role-specific behaviours
• Address individual performance gaps directly and in real time
• Communicate clearly to the team structured intentional and timely especially during sensitive moments

Requirements

Technical

• Full ownership of all operational systems
• Advanced scheduling and rota across a 7-day operation
• Strong operational reporting and analytical capabilities
• Budget ownership inventory control and cost management
• Health & safety oversight and operational compliance
• Retail merchandise and POS management
• Membership conversion and retention management
• Incident management and escalation judgment
• High operational standards around cleanliness maintenance and presentation
• Strong AI literacy
• Confidence implementing structure SOPs documentation across teams

**
Emotional**

• Calm composed and highly effective under pressure
• Hospitality-first in every interaction
• Exceptionally high ownership and accountability
• Comfortable operating in ambiguity and building structures
• Warm direct and clear in communication
• Naturally authoritative without ego
• Commercially minded while protecting the integrity of the brand experience
• Deeply organised and process-oriented
• Energised by creating systems standards and operational clarity
• Obsessed with consistency and executional excellence

Previous Roles

• Solid operational background in hospitality wellness premium retail or fitness
• Proven team management building scheduling and developing a FOH team
• Commercial track record membership sales retention revenue targets
• Comfort with financial reporting and performance indicators
• Process-oriented builds systems doesnt just follow them
• Wellness spa or studio background a strong plus