General Manager (Aurum SMG) Job Vacancy in Core Collective Singapore – Updated today
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Full Details :
Company Name : Core Collective
Location : Singapore
Position :
Job Description : General Manager (Aurum SMG)
Full Time
8 Feb 2022
Job Designation: General Manager (Aurum SMG) of i12 Katong
Who do I Report To: Aurum SMG Board but managed by General Manager (GM) of Core Collective
GM of i12 Katong is selected, hired, organised and managed by CC HQ GM
GM of i12 Katong manages the Clinic Manager and i12 Katong Customer Experience Executives
About Core Collective and Core Clinic:
About Core Collective
Vision
To transform Core Collective from a local fitness & wellness business into leading global fitness, wellness and lifestyle hubs that are centres of excellence and home to a diverse community of top professionals, fostering collaboration for healthier and happier lives.
We achieve our vision by:
Building fitness and wellness hubs that are centres of excellence in the industry
Filling our space with the best fitness and wellness professionals
Providing the best platform and support services to help our professionals grow
Fostering collaboration across disciplines for healthier and happier lives
About Core Clinic (target launch in mid-Mar 2022):
Since our launch in 2018, Core Collective has propelled the professional growth of hundreds of fitness and wellness practitioners and business owners, by providing a convenient and cost-effective plug-and-play solution at our two centres of excellence in the CBD and Orchard area.
Now extending our offerings beyond fitness and wellness, Core Collective, in partnership with Singapore Medical Group (SMG), is launching a new and innovative medical coworking concept, Core Clinic, that provides medical specialists from diverse disciplines with a platform to grow their practice.
Purpose / Mission – What you do & Why it matters:
Building supportive environments that create change, advance communities and accelerate growth
Desired Results (Metrics) and KPIs:
Achieve Katong revenue target: $220k/mth by Dec 2022 of which $140k/mth is rental revenue
Achieve Katong location-specific cost target (excluding management fee and HQ cost allocation): < $48k/mth in Dec 22 eNPS (Katong team): 60% by Aug 2022 Resident NPS (Katong): 70% by Aug 2022 Member NPS (Katong): 60% by Aug 2022 Resident lifetime value (Katong): Average resident customer lifetime value of $100k by Mar 2025 Critical actions: Prepare monthly revenue report for Katong centre (actual vs projections for next 3 months) with revenue gaps identified and recommendations on bottlenecks and solutions: Revenue gap to be <5% lower than forecasts Build sales pipeline for medical resident leads through SMG network and own list building: SQLs of $20k/mth and conversion rate of 25% by Jun 2022 (to achieve $5k/mth in new sales) Quarterly review and improvement of highest cost drivers: Location-specific operation expenses to be <5% higher than forecasts Monthly review of Katong team's eNPS to identify obstacles and opportunities with 1:1 check-ins with all team members: NPS > 60%
Conduct quarterly reviews of job scorecards with all Katong team members for performance management
Effective implementation of Katong 4Q to gather and address customer feedback and solve the most important 1% of our problems or make a 1% improvement in our products and services each week (with HQ Customer Experience Manager): Present to management 1 improvement per fortnight based on 4Q feedback
Monthly review of Katong customer feedback log to ensure all important and urgent items are closed (with HQ Customer Experience and Operation managers)
Prepare and present quarterly board reports on key aspects of the business including financial performance and strategic priorities for the next quarter or year
Quarterly review and refinement of management franchise playbook/working relationship with Core Collective HQ support team (especially BD & Sales and Operations and Marketing) to ensure clear and synergistic KPIs, accountabilities and SOPs
Technical Skills:
P&L management
Customer Management System management (MBO -> CC app)
Customer Relationship Management (Hubspot)
Google Suite
Competencies:
Drive results
Communicates effectively
Builds effective teams
Resourceful
Business insights
Interpersonal savvy or Drives Engagement
Key Responsibilities:
Team Leadership
The General Manager oversees all team members and departments at i12 Katong, 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.
Administration and oversight of the Core Collective Katong 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
The General Manager ensures the smooth running of Core Collective i12 Katong’s day-to-day operations and customer experience.
Understanding customers’ needs through 4Q and developing solutions
Definition, development, maintenance and refinement of Katong’s processes and SOPs
Ensuring the operational requirements and support enhance the brand proposition
Problem solving and optimisation of processes
Maintaining a 3-6 month operational plan
Supporting larger projects, including expansion into other properties and geographies
Finance
The General Manager will oversee 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 quarterly to Board of Directors)
Community engagement and relations
The General Manager handles resident and member satisfaction. They are also responsible for driving engagement, retention and new customer acquisition.
A living example of the ideal community member (empowerment, betterment, community collaboration, care)
Resolving all disputes and issues with external parties and members
Acting as the key spokesperson for Core Collective Katong
Business Development, profits and growth
The General Manager is 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 Katong
Living Our Core Values:
Growth and Opportunities / Growth Mindset
Always choose to seize opportunities to grow personally, professionally and at the business level even if it is harder or riskier
Always thinking about all our stakeholders – team and customers, not just shareholders
Customer Experience Excellence
Always seek to take 360 degree perspective of what is important to our customers and choose to go above and beyond in all aspects, not just meeting their basic needs
Excellence & Attention to Detail / Leaving it Better than we Found It
Excellence through ensuring even small details are correct
Always striving for 10 out of 10 or to set new benchmarks, not just 9 out of 10
Care Beyond Profits and KPIs
Always acting in the best interest of our customers, team and business because we care, and not just for the sake of hitting KPIs
Doing things because we want to and believe that it matters, and not because we have to
Always being Genuine, Vulnerable, Transparent, Empathetic
Trust and Integrity
Always have your team members’ back and feeling safe
Always practising open and effective two-way communication (good and bad)
Always delivering on our promises to customers and teammates
This post is listed Under App Development
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