THE JOB IN A NUTSHELL:
The Business Operations Manager (BOM) will play a pivotal role in overseeing the efficient functioning of our network of Yoga Movement studios, ensuring seamless operations across multiple locations. The role encompasses all facets operations and team management, including team structure, quality assurance and training, hospitality and customer service, facility management and upkeep, as well as product and inventory management. They will work closely with the HQ teams of marketing, human resources and business development to drive results to forecast for business performance.
It is expected that the BOM will lead by example, exemplifying our company values of Building Community, Giving a Damn, The Art of Small and Keep Pushing in their own behaviors in and out of the studios. This role will work between the HQ office and the studio locations, monitoring meetings and busy periods, new staff that require attention, as well as quality assurance checks for compliance with company standards, and then making a judgement call on where they spend their time. As a guide, we see the role as 60% office time, and 40% studio time.
KEY RESPONSIBILITIES:
TEAM MANAGEMENT AND CULTURE 35%
Our studio operations and teaching team are the backbone of our business – large teams that require the BOM to deliver and drive a clear and organized management structure, standard operating procedures and metrics for success. The BOM will oversee the strategy and planning around recruitment, training, scheduling and supervision of these teams and their delivery of success metrics with the support of their Studio Managers, Academy & Training Manager and the HQ administrative team. They are responsible for ensuring these strategies and processes align with Yoga Movement brand standards to deliver manpower with an eye to headcount planning and performance management for both departments in line with the business’ forecasts and plans.
The BOM is a positive, dynamic personality who will foster a positive work environment that promotes teamwork, collaboration and professional growth through implementation and maintenance of standard operating procedures and quality assurance aligned with the company’s values, with a goal to optimizing employee performance, satisfaction, and retention. Ultimately, this role drives the culture of the team on the ground, shaping the Yoga Movement environment.
OPERATIONS AND CUSTOMER SERVICE 35%
The BOM will monitor day-to-day operations across all studio locations, delivering a service experience to the company’s brand and operating standards. They uphold the high standards of customer service excellence across all studios, including identification of areas for improvement and implementation of strategies to optimize efficiency and productivity, ensuring that our front-line team are well-versed on current promotions and supporting sales lines, operational news and updates, to provide any necessary support to our clients.
In addition to the team’s technical proficiency in adhering to YM’s service standards, the BOM will strive to infuse the sense of community, personalization, hospitality and authenticity embodied by YM’s brand values into the client experience They will develop client engagement initiatives to enhance the overall brand experience and satisfaction, including quality audits, feedback mechanisms and loyalty programs.
Outside of the studio walls, the BOM will support the Marketing and Business Development teams in planning and execution of a seamless online to offline experience via our social media channels and the YM App, in line with our Marketing calendar and tech development timelines.
A fluent proficiency with our CMS, CRM and other operational platforms is necessary to achieve success in this role. Supported by the relevant HQ departments, the BOM will oversee any front-line team deployment and issue reporting of each of our tech platforms, providing feedback and advisement for future updates or platform selection.
FACILITY AND INVENTORY MANAGEMENT 20%
The BOM must ensure systems are in place for facilities management, including general housekeeping and tidiness of reception areas, change rooms, practice rooms and storage areas. It’s the first thing our clients see and it’s this roles responsibility to ensure it’s looking the goods! Monthly HQ and Client Audits will be the responsibility of this role. Upkeep of the studios must be dealt with quickly and cost effectively, with clear channels for escalation and timelines for repairs and maintenance.
The BOM will also ensure the smooth working of the YM Merchandise. They will lead the curation of new seasons of the YM Merch, working closely with the Marketing Team to identify new designs and trends that will ensure product success. They will be setting up systems to monitor stock levels and build out new ranges when in demand. Once developed, the Manager will work in line with the Marketing team to assist in creative ways to dictate a clear marketing and promotional strategy with the intention of resulting in product sales.
REPORTING AND BUSINESS PERFORMANCE 10%
The BOM will have an intimate understanding of the sales and attendance of the business and present trends to the HQ team on a weekly basis. Operationally, they will use learnings from the reports to gain efficiency in areas like scheduling, leave management and planning future campaigns; and contribute business performance feedback and ideation to the General Manager and Marketing teams.
As a Full-Time employee of Yoga Movement, it is expected that the Business Operations Manager is an exclusive employee of YM.
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