Company: MultiFit Wellness Pvt. Ltd.
Position: Fitness Club Manager
Department: Club Operations / Business Operations
Reporting To: Cluster Head / Senior Management
Team: Community Manager, Coaches, Trainers, Front Desk & Club Support Staff
Experience: 3–7 years in Fitness, Hospitality, Retail, Wellness, or Customer-Centric Operations
Location: MultiFit Wellness Pvt. Ltd. – Baner

ABOUT the brand

MultiFit is a fitness community founded in the United Kingdom in July 2015, with a presence across the UK, India, and the UAE. MultiFit focuses on building a strong and vibrant fitness community while encouraging people to make fitness a practical and integral part of their lives.

ROLE OVERVIEW

The Fitness Club Manager will be responsible for the overall management and performance of the MultiFit club.

This is a senior role above the Community Manager, with ownership of the club’s day-to-day operations, revenue performance, member experience, retention, team management, sales support, community engagement, and business growth.

The Club Manager will work closely with the Community Manager, Coaches, Trainers, and support teams to ensure that the club consistently delivers an exceptional member experience while achieving its operational and commercial targets.

The ideal candidate should be a strong people manager with excellent communication, business acumen, problem-solving ability, and a customer-first mindset.

KEY RESPONSIBILITIES1. Overall Club Operations

· Take complete ownership of the day-to-day operations of the club.

· Ensure smooth, efficient, and professional functioning of the club.

· Maintain high standards of cleanliness, hygiene, safety, equipment, and overall club presentation.

· Ensure that all club processes and operational SOPs are followed consistently.

· Monitor daily club activities and resolve operational issues proactively.

· Coordinate with management and support functions including HR, Accounts, Marketing, and Operations.

· Ensure proper opening and closing procedures are followed.

· Monitor attendance, staff schedules, shift planning, and manpower requirements.

· Ensure all club facilities and equipment are maintained in proper working condition.

· Identify operational gaps and implement corrective measures.

2. Revenue & Business Performance

· Take ownership of the club’s overall business performance.

· Drive achievement of monthly and quarterly revenue targets.

· Monitor membership sales, renewals, upgrades, PT revenue, and other revenue streams.

· Work closely with the Community Manager and sales/customer-facing teams to improve conversions.

· Track daily, weekly, and monthly business numbers.

· Identify opportunities for additional revenue and business growth.

· Develop action plans to improve underperforming revenue areas.

· Ensure timely follow-up on leads, enquiries, renewals, and potential customers.

· Analyse club performance against targets and present regular updates to senior management.

3. Member Experience & Retention

· Take overall responsibility for member satisfaction and experience.

· Ensure members receive a consistent, welcoming, and high-quality experience.

· Monitor member feedback, complaints, concerns, and service issues.

· Ensure complaints are addressed promptly and professionally.

· Develop strategies to improve member retention and reduce cancellations.

· Monitor member engagement and identify inactive or at-risk members.

· Work with the Community Manager to implement retention initiatives, follow-ups, loyalty activities, and engagement programs.

· Build strong relationships with key members and ensure high-value members receive appropriate attention.

· Conduct periodic member feedback reviews and implement improvements based on feedback.

4. Team Management & Leadership

· Lead, manage, motivate, and develop the club team.

· Establish clear responsibilities and performance expectations for team members.

· Monitor individual and team performance against agreed KPIs.

· Conduct regular team meetings and performance reviews.

· Ensure effective coordination between Community Managers, Coaches, Trainers, and support staff.

· Identify training and development requirements for the team.

· Coach team members on customer service, communication, sales, and operational standards.

· Address performance, discipline, attendance,



and behavioural concerns in coordination with HR.

· Build a positive, accountable, and high-performance team culture.

· Ensure adequate manpower and shift coverage at all times.

5. Management of Community Manager

The Club Manager will provide overall direction and supervision to the Community Manager.

Responsibilities include:

· Set clear objectives and expectations for the Community Manager.

· Review member engagement, retention, events, partnerships, and community-building activities.

· Monitor the Community Manager’s performance against agreed KPIs.

· Guide the Community Manager on member retention and customer experience initiatives.

· Review community events and promotional activities before execution.

· Ensure member databases and engagement records are maintained accurately.

· Support the Community Manager in handling escalated member concerns.

· Ensure community initiatives contribute to overall club engagement and business objectives.

· Conduct regular one-on-one reviews and provide feedback.

The Community Manager will continue to focus primarily on member engagement, community building, events, social media coordination, partnerships, and member support as outlined in the existing JD.

6. Sales & Lead Management

· Monitor daily enquiries and lead generation.

· Ensure timely follow-up with prospective members.

· Track lead-to-membership conversion.

· Work with the sales/customer-facing team to improve conversion rates.

· Identify reasons for lost leads and develop corrective strategies.

· Monitor membership renewals and upcoming expiries.

· Ensure follow-up processes are consistently implemented.

· Support promotional campaigns and local business initiatives to generate current leads.

· Work closely with the Community Manager on referral and member-driven acquisition initiatives.

7. Member Retention & Community Building

· Develop a strong sense of community within the club.

· Support fitness challenges, workshops, events, member activities, and special programs.

· Encourage participation and engagement among members.

· Identify opportunities to improve member interaction and club culture.

· Work with the Community Manager to execute engagement calendars.

· Monitor participation and impact of community initiatives.

· Encourage referrals and positive word-of-mouth from existing members.

8. Marketing & Local Business Development

· Support local marketing initiatives to increase club visibility.

· Identify and develop partnerships with local businesses, corporates, residential communities, and relevant organizations.

· Support social media and promotional initiatives coordinated by the Community Manager and Marketing team.

· Explore opportunities for corporate tie-ups, events, workshops, and community activations.

· Ensure all local marketing initiatives are aligned with MultiFit’s brand guidelines.

· Monitor the effectiveness of local promotional activities.

9. Reporting & MIS

Maintain and review regular reports covering:

· Daily club operations

· Membership numbers

· New sales

· Renewals

· Revenue

· Lead generation and conversion

· Member retention

· PT / training revenue

· Customer complaints and resolutions

· Member feedback

· Staff attendance

· Team performance

· Community events and engagement

· Partnerships and local business development

· Operational issues and corrective actions

Prepare weekly and monthly performance reports for senior management.

10. Financial & Cost Management

· Monitor club-level expenses and operational costs.

· Ensure expenses are within approved budgets.

· Control unnecessary operational expenditure.

· Coordinate with Accounts for billing, collections, outstanding payments, and financial reporting.

· Monitor revenue leakage and ensure accurate transaction processes.

· Maintain accountability for club assets, equipment, and inventory.

· Ensure appropriate approval processes are followed for club expenses.

11. Safety, Compliance & Standards





· Ensure compliance with MultiFit’s operational policies and SOPs.

· Maintain appropriate safety standards across the club.

· Ensure emergency procedures are understood and followed by the team.

· Report accidents, incidents, equipment issues, or safety concerns promptly.

· Ensure proper documentation and records are maintained.

· Maintain high standards of professionalism and conduct across the club.

KEY PERFORMANCE INDICATORS (KPIs)

The Club Manager’s performance will be measured against key business and operational parameters, including:

Business Performance

· Achievement of monthly and quarterly revenue targets

· Membership sales and growth

· Membership renewal rate

· PT / training revenue

· Lead conversion

Member Experience

· Member satisfaction

· Complaint resolution

· Member retention

· Engagement levels

· Referral generation

Team Performance

· Staff productivity

· Team attendance and discipline

· Employee performance against KPIs

· Staff development and retention

Operations

· Club operational standards

· Facility and equipment upkeep

· SOP compliance

· Reporting accuracy

· Cost control

Community & Growth

· Member engagement initiatives

· Events and activations

· Local partnerships

· Community growth

· Brand visibility within the local market

REQUIRED SKILLS & COMPETENCIESLeadership & People Management

· Strong leadership and team-management skills

· Ability to motivate and develop teams

· Strong delegation and accountability

· Ability to handle conflicts professionally

Business Acumen

· Understanding of revenue and business targets

· Strong numerical and analytical skills

· Ability to identify business opportunities

· Experience with sales and customer retention

Customer Experience

· Strong customer-service orientation

· Excellent relationship-building skills

· Ability to handle escalated customer concerns

· Strong focus on member satisfaction

Communication

· Excellent verbal and written communication

· Strong presentation and interpersonal skills

· Ability to communicate effectively with senior management and team members

Operational Excellence

· Strong organizational and planning skills

· Ability to manage multiple priorities

· Strong attention to detail

· Problem-solving and decision-making abilities

Fitness & Wellness

· Passion for fitness, wellness, and community building

· Understanding of the fitness club/gym environment preferred

QUALIFICATION & EXPERIENCE

Education:
Graduate degree in Management, Business Administration, Hospitality, Sports/Fitness Management, or a related field preferred.

Experience:
3–7 years of relevant experience, preferably in:

· Fitness / Gym / Wellness

· Hospitality

· Retail

· Premium customer service

· Club management

· Sales & operations

· Lifestyle businesses

Candidates with strong experience in managing teams, customer-facing operations, revenue, and business performance will be preferred.

IDEAL CANDIDATE PROFILE

The ideal Club Manager should be:

· A strong people leader

· Customer-focused and service-oriented

· Commercially aware

· Target-driven

· Highly organized

· Proactive and solution-oriented

· Comfortable managing teams

· Strong in communication and relationship management

· Capable of handling operational pressure

· Passionate about fitness and wellness

· Able to take complete ownership of club performance

ROLE HIERARCHY

Cluster Head / Senior Management
↓
Club Manager
↓
Community Manager
↓
Front Desk / Customer Experience / Support Team

Club Manager will have overall accountability for the club, while the Community Manager will focus primarily on community engagement, member relationships, events, retention activities, and partnerships.

WHY THIS ROLE MATTERS

The Club Manager is the key operational leader at the club level. The role connects business performance, member experience, people management, and operational excellence to ensure that the club functions efficiently and continues to grow.

The successful candidate will be expected to take ownership rather than simply execute tasks, identify opportunities for improvement, develop the team, and consistently raise the overall standard of the club.

Pay: ₹60,000.00 - ₹70,000.00 per month

Benefits:

- Flexible schedule

Work Location: In person

📌 Fitness club manager (Baner)
🏢 FitEduCoach
📍 Baner