ROLE PURPOSE:

The Center Manager will have overall responsibility for the business performance and day-to-day management of the FORGE center, with strong focus on Sales, Marketing, Lead Generation, Revenue Growth, Customer Experience and Operations.

The role will be responsible for driving membership sales, building the sales pipeline, executing marketing initiatives, managing the sales team and ensuring smooth and efficient club operations.

1. SALES & REVENUE MANAGEMENT

- Take complete ownership of monthly and annual sales and revenue targets.
- Lead and manage the sales team to achieve individual and center-level targets.
- Develop and execute sales strategies for new memberships, renewals, upgrades and referrals.
- Monitor the complete sales funnel leads, calls, follow-ups, appointments, walk-ins, trials, conversions and closures.
- Ensure timely follow-up and effective lead management.
- Review daily and weekly sales performance and take corrective action.
- Develop membership offers, sales plans and conversion strategies in line with business objectives.
- Identify opportunities to increase average revenue per member and overall center revenue.
- Build and maintain relationships with corporate clients, residential communities and local businesses.

2. MARKETING & LEAD GENERATION

- Take primary ownership of FORGE's local marketing and customer acquisition activities.
- Develop and execute monthly marketing and promotional plans aligned with sales targets.
- Plan and execute campaigns, offers, events, fitness challenges, activations and community initiatives.
- Generate leads through:
- Digital marketing
- Social media
- Corporate partnerships
- Apartment/community tie-ups
- Referral programs
- Events and activations
- Local/outdoor marketing
- Customer engagement activities

- Ensure campaigns are executed on time and support the center's sales objectives.
- Track campaign performance through leads, conversions and revenue generated.
- Continuously identify new marketing channels and local business opportunities.

3. SOCIAL MEDIA & DIGITAL PRESENCE





- Take ownership of the FORGE center's social media and digital presence.
- Plan and manage the monthly content calendar with team support.
- Ensure regular content around:
- Memberships and offers
- Fitness programs
- Member transformations
- Testimonials
- Events and activities
- Trainers and coaches
- Facility highlights
- Campaigns and promotions

- Coordinate with the creative/marketing team for content production and publishing.
- Manage and maintain the Google Business Profile.
- Drive customer reviews and improve local Google visibility.
- Monitor social media enquiries and convert relevant enquiries into sales leads.
- Track digital performance and identify opportunities for improvement.

4. CLUB OPERATIONS

- Take responsibility for the smooth day-to-day functioning of the FORGE center.
- Ensure all facilities, fitness services, front desk and customer services operate efficiently.
- Maintain high standards of customer service, cleanliness, safety, discipline and presentation.
- Coordinate with fitness, front desk, sales, housekeeping, maintenance and support teams.
- Ensure company SOPs, policies and operational standards are followed.
- Identify operational gaps and implement corrective actions.
- Monitor customer feedback, complaints and service issues and ensure timely resolution.
- Ensure the club is consistently ready for members and visitors.

5. CUSTOMER EXPERIENCE & RETENTION

- Ensure a solid customer journey from lead trial membership engagement renewal.
- Drive membership renewals, upgrades and referrals.
- Monitor customer satisfaction and feedback.
- Develop initiatives to improve member engagement and retention.




- Build strong relationships with members and the local fitness community.
- Resolve customer concerns professionally and within defined timelines.

6. TEAM MANAGEMENT

- Lead and manage the sales and front-office team.
- Set individual targets, KPIs and performance expectations.
- Conduct daily/weekly performance reviews.
- Train and coach the team on lead handling, follow-ups, sales presentations, objection handling and closing.
- Monitor team productivity, attendance and discipline.
- Identify performance gaps and implement improvement plans.
- Build a target-driven and customer-focused team culture.

7. REPORTING & BUSINESS MANAGEMENT

- Prepare and review daily, weekly and monthly business reports.
- Monitor:
- Revenue
- Membership sales
- Leads generated
- Lead conversion
- Walk-ins
- Trials
- Renewals
- Upgrades
- Referrals
- Marketing leads
- Campaign performance
- Customer retention

- Analyse performance against targets and prepare action plans.
- Present business updates and improvement plans to management.

KEY KPIs

Sales

- Monthly revenue achievement
- Membership sales
- Lead-to-sale conversion
- Renewal and upgrade performance
- Sales team productivity

Marketing

- Qualified leads generated
- Marketing-to-sale conversion
- Campaign performance
- Corporate/community partnerships
- Social media enquiries
- Google reviews and visibility

Operations

- Customer satisfaction
- Service quality
- Operational compliance
- Facility readiness
- Complaint resolution

Business

- Overall center revenue growth
- Customer retention
- Membership base growth
- Center profitability

REQUIRED PROFILE

- Strong experience in sales, marketing and team management.
- Proven ability to generate leads and convert them into revenue.
- Good understanding of social media, digital marketing and local marketing.
- Strong commercial and target-oriented mindset.
- Excellent communication, negotiation and leadership skills.
- Strong customer-service orientation.
- Ability to manage multiple functions and work in a fast-paced environment.

📌 Center Manager - Forge (Bengaluru)
🏢 Play Arena
📍 Bengaluru