General Manager (Core Collective i12 Katong)

The General Manager is responsible for resident, member and team satisfaction, profitability and growth of the business and monthly financial reporting to the Aurum SMG Board of Directors. The focus is on ensuring the smooth running of Core Collective i12Katong’s operations, business processes and community to help achieve Core Collective’s overall vision.

You are a strong and effective leader who inspires and empowers the team to do their best work while creating the best customer experience for our residents and members.

Key success measures are:

1. Customer service – loyalty and advocacy
2. Recruitment of best fitness and wellness professionals
3. Financial compliance
4. Integrity of the community
5. Growth of business
6. Core Collective i12 Katong team development
7. Hitting our business goals and core metrics

Key accountabilities:

Team Leadership

The general manager oversees all team members and departments at i12Katong, including customer experience, operations, Core Clinic’s clinic manager and clinic assistant. The general manager represents Core Collective i12 Katong and will serve as the main liaison with Core Collective’s management franchise team. The general manager will be responsible for:

• Administration and oversight of the Core Collective master planner
• Engaging, motivating and supporting all staff to ensure they hit their KPIs
• Staff management including recruitment and termination of staff
• Performance management

*Operations and customer experience
*
Ensures the smooth running of Core Collective i12 Katong’s day-to-day operations and customer experience.

• Definition, development, maintenance and refinement of Core Collective processes and SOPs
• Ensuring the operational requirements support and enhance the brand proposition
• Problem solving and optimisation of processes
• Oversight of master planner and maintaining a 3-6 month plan
• Supporting larger projects, including expansion into other properties and geographies
• Finance

Oversees Core Collective i12 Katong’s financial bookkeeping and payroll with support from the Head Office (HQ) team. Other aspects of financial management include:

Fiscal accounting
P&L management
Managing accounts receivable, member invoicing and resolving payment issues with members
Managing accounts payable including supplier management and purchasing
Management of cash flow and budgeting
Financial reporting and projections (monthly to Management Team and BOD)

Community engagement and relations

Handles resident and member satisfaction. They are also responsible for driving engagement, retention and new customer acquisition.

• The General Manager should be a living example of the ideal community member. They live the brand values and promises (empowerment, betterment, community collaboration, care)
• Resolving all disputes and issues with external parties and members
• Acting as the key spokesperson for Core Collective
• Ensuring quality control of members management and engagement platform

Business Development, profits and growth

Responsible for the profitability and growth of the business. This includes

• Conducting regular reviews and refinements of the cost and revenue drivers optimising performance
• Driving business development and marketing initiative to increase sales to members and residents
• Optimising marketing, sales and BD systems and processes
• Seek out new business development opportunities to increase revenue
• Building strategic partnerships for Core Collective