Core Responsibilities

Guest Experience

• Sets and maintains standards that drive consistent, high-quality guest experience across all studios, coaching Studio Managers and holding them to account

• Exemplifies the company’s standard for elevated hospitality in all interactions with guests and team members, constantly challenging studio team members to deliver market-leading guest experience

• Builds relationships in every interaction with guests, whether new or frequent visitors, growing guest understanding of our brand and our policies

• Regularly conducts quality control of guest experience in all studios, coaching all levels of team members on meeting standards and improving hospitality

• Creates new guest experience policies and processes as needed to improve guest experience

• Handles the most challenging guest interactions, engaging guests at least within 48 hours of receiving feedback and always seeking to exceed guest expectations

People + Talent

• Coaches studio team members to improve individual and team performance, ensuring team members take full accountability for all aspects of their roles

• Owns the execution of the full performance management lifecycle for all studios, including recruitment, hiring, onboarding, development, and offboarding

• Consistently delivers concise, honest upward and downward feedback to develop talent and maintain standards, documenting feedback when needed

• Ensures that each studio has the highest possible performing team in place at all levels and at all times

• Identifies high performing and high potential “pipeline” candidates and puts plans in place to retain them

• Ensures studio management swiftly offboard team members whose performance does not meet company standards to ensure we maintain the highest possible quality team

Business Operations

• Clearly visible to team members and guests as the senior onsite leader of our studios, regularly visiting visiting all in-scope studios in person

• Proactively communicates with leadership and team,

• Ensures Studio Managers always maintain Studio Excellence standards by conducting regular, documented studio audits covering all requirements set out in the Studio Manager Matrix

• Successfully prioritizes and delivers tactical and strategic work in line with the needs of the business and without detailed oversight, updating leadership on status and escalating when reprioritization may be needed

• Drives scheduled and ad hoc upward and downward reporting on all aspects of studio performance as needed

• Spends 100% of working time in studios developing, leading, and quality controlling studio teams, regularly working mornings, evenings, and weekends to maintain a complete picture of studio operations

• Manages studios when Studio Managers are not in place or absent

• Implements and leads community activations for all studios with guidance from Marketing

• Works cross-functionally with other parts of our business to improve our business

Financial Performance

• Owns the execution of sales in all studios

• Monitors the revenue performance of each studio, proactively bringing forward ideas to grow revenue

• Monitors studio operating expenses, proactively leading studios on corrective action when required

Company Culture

• Effectively communicates in a calm, clear, concise manner using the right communication channel to guests, team members, and service providers

• Demonstrates the company's core values and represents the company brand in all communications with guests and team members

• Acts with integrity at all times, always delivering what is committed to

• Brings a positive, can-do attitude to work everyday

• In-studio 40 to 50 hours / week and always on time as scheduled, following the company’s time and attendance policy and proactively communicating with the Studio Director and Studio Managers when changes arise

• Regularly attends classes and has a clear understanding of what “studio excellence” feels like

Key Requirements

Must-Haves

• 5+ years in multi-unit management, hospitality, or boutique fitness leadership.

• Proven ability to lead high-performing teams and drive results.

• Excellent communication, organization, and problem-solving skills.

• Comfort working evenings, weekends, and across multiple studio locations weekly.

• Strong understanding of guest service excellence and studio operations.

Nice-to-Haves

• Experience in boutique fitness / hospitality industry

• Marketing / community-building experience (event activations, local partnerships)

• Experience working in scaling / startup / emerging brand environments

• Experience with change management or rolling out process improvements across multiple sites

• Proficiency with reporting tools and software such as Notion, Slack, and Mariana Tek.

Measures of Success

• Studios meet or exceed revenue, utilization, and visit targets

• Studios meet operating expense budget targets

• All studios deliver outstanding client experience, as reported through interactions with guests, online reviews, feedback from trainer team, and CEO observation

• Retention of key talent

• Studio operations and administration run smoothly with minimal errors and no foreseeable show-stopping issues in studios

• Continuous improvement of studios never ceases

• Excellent collaboration with our other business functions

Perks of Being on the Team

• Unlimited Standby Classes – Move, sweat, and reset whenever space allows

• Exclusive Discounts – On Lagree West classes, retail, and partner brands

• Growth Opportunities – Be part of a growing brand with room to advance

• Wellness-Focused Workplace – A positive, inspiring environment

• Connected Team Culture – Work alongside people who get it

Job Information

Location: Vancouver, BC

Type: Full-Time, 40 hours per week

Reports to: Director of Studios

Schedule: Must be available to work flexible hours, including mornings, evenings, and weekends, spending at least 80% of time in-studio across assigned locations.

Salary: Starting at $85,000 / year + bonus potential