Studio Area Manager

What You Will Own (Primary KPIs)

• Client Experience (NPS): Monitor and improve NPS trends across your cluster, reinforce try-on and pickup standards consistently, coach hospitality behaviors in real time, resolve escalated client issues within 72 hours, and reduce repeat client complaints.
• Client Retention: Increase repeat client rate across studios, ensure strong follow-through on client issues, build a relationship-driven service culture, and identify churn patterns and address root causes.
• Sales Performance: Lead shops to achieve sales goals, monitor bookings, conversion, and average ticket, identify underperforming locations and act quickly, and ensure proper execution of Essentials vs. Premier pricing.
• Production Quality & Health: Enforce QC checkpoints with zero tolerance for misses, reduce RFAs and production errors, maintain strong duration accuracy, ensure on-time delivery performance, and monitor garment flow end-to-end.

How You Will Drive Results

• Hands-On Studio Execution (Primary Focus): Ensure shops open and run smoothly every day, monitor bookings, staffing, and production flow in real time, conduct frequent shop walks and quality checks, reinforce SOP compliance through direct observation, step in during peak periods or staffing gaps, and address day-to-day operational hiccups immediately.
• Production & Quality Discipline: Enforce QC standards across all garments, review production reports and duration accuracy, ensure ticket accuracy in Geelus, monitor RFAs, refunds, and process failures, partner with Finance on ticket allocation when needed, identify bottlenecks and implement fixes quickly.
• Customer Experience Leadership: Monitor NPS weekly and act on trends, reinforce try-on at pickup policy, coach teams on hospitality and communication, resolve escalated client issues quickly, and identify and eliminate repeat CX breakdowns.
• People Leadership & Accountability: Directly manage and coach Studio Teams, provide real-time, candid feedback, address underperformance quickly and fairly, ensure proper staffing coverage across shops, review and approve timesheets and PTO, support hiring and team development.

Mindset

The Studio Area Manager is a high-accountability leader and coach. You set the tone for ownership, professionalism, and urgency. You are calm under pressure and solutions-focused, data-aware but execution-first, highly organized and process disciplined, warm with clients, firm with standards, comfortable in fast-paced service environments, skilled at working with diverse, multicultural teams, and have high integrity with a strong ownership mindset.

Experience

• 5+ years multi-unit or operations experience
• 2+ years managing teams of 10+
• Strong service, retail, or hospitality background
• Luxury or premium service preferred
• Working knowledge of garment construction a plus
• Tech and systems savvy (Geelus experience a plus)