Head of Site at Well-being Start-Up

MASAJ // Head of Site (Shoreditch)

Salary - £30K PA (+ £5k annual bonus on revenue achievement)

Start Date - 1st August 2022

Contract - Full-time; 2 days from office (flexi) + 3 days at site (7.30am-3.30pm)

Manages - Front of House (team of 3) 

Works Closely Alongside - Founders, Guest Experience Lead + Hands-On Lead

Reporting to - Founder, Alice Vaughan

Who Are We?

MASAJ is east London’s leading massage company. Designed as a sanctuary for Londoners looking to combat the negative effects of city living, we’ve been bringing our own brand of bodywork to the city’s wellbeing scene since 2016, all while focussing on creating an inclusive, supportive environment for our community, and committing to sustainable, ethical and local business practices across the board. 

Our company motto is ‘Come As You Are’ - a nod to our mission to continue to develop an inclusive and welcoming environment for all. We support an incredibly diverse workforce and an inclusive workplace, and warmly welcome applications from different backgrounds.

We have an exciting opportunity for a Head of Site to join our team. This role is a full-time position, with 2 days in the central office in London Fields and 3 days at our Shoreditch Studios on Charlotte Road. 

The Job In A Nutshell

This is a varied role for an exceptional all-rounder with a diverse set of responsibilities. We are looking for an ambitious and goal-oriented Head of Site who is eager to take the reins and drive the business - taking ownership of its success. This role is for a people-person who is super organised, incredibly efficient and who doesn’t mind getting their hands dirty and mucking in. 

No two days will be the same, and that makes this role very rewarding. This person is the captain of our Shoreditch ship and works hard to create a space that Guests, Therapists and our Front of House team can thrive in. 

As we begin to expand MASAJ, the business Founders are putting trust in our Heads of Site to run the space with autonomy, using data insights, intuition and their own experience to drive sales and keep the business profitable. 

If this is something you feel excited about, please get in touch. We want to work with you! 

Role Goals & Examples 

The position manages the daily activities of our Shoreditch studios with a team of people internally and externally, the role focuses on improving business operations in line with our brand values, managing and training the Front of House team, providing and honing exceptional Guest experience, managing and regulating the site budgets and P&L, creating site policy, supporting positive team wellbeing and communicating effectively with the site-wide team. 

Sales & Revenue  

• Responsible for driving income in the space to achieve budgets. You’ll pro-actively seek sales opportunities to increase interest and customer retention. 
• Run the site P&L with Head of Finance, analysing revenue and sales channel success. 
• Building capacity to meet the monthly targets previously agreed together for Shoreditch. 
• Maintaining capacity by delivering on the expectations of our Guests, and by keeping in close contact with our Guest Experience Lead and our Hands-On Lead to work together to smash targets. 
• Seek out and maximise additional revenue opportunities such as upselling treatments, returning customers, package sales, as well as product and voucher sales. 

Facilities & Operations 

• Ensuring operational excellence is delivered.
• Onboarding new Front of House team members effectively, getting them off to a great start with honed and streamlined training. 
• Managing the overheads in the space to achieve budgets.
• Ensuring the building runs smoothly and our facilities are kept to a great standard.
• Focusing on high service and standards, delivering a second to none Therapist and Guest experience on site and ensuring a safe, comfortable and on-brand environment at all times
• Driving the overall performance of the site by investing time into data analysis with the Leadership team and getting into the detail behind results.
• Demonstrating effective communication with others across the business - making sure that challenges are surfaced and managed efficiently, and that nothing slips through the cracks on busy days.
• Manage external supplier relationships to ensure longevity and sustainability.
• Manage the budget for Studio supplies & manage stock impeccably.
• Regularly and thoroughly auditing all equipment and fixtures / fittings on site.
• Manage the annual testing / servicing of safety equipment including fire alarms and extinguishers 
• Audit and identify opportunities for improving Sustainability / environmental consideration.
• Collaborate with team members across the business, for example - working with the Marketing Manager to identify opportunities for press / media coverage.

Who We Are Looking For

This person is self-motivated and results-driven with a thirst to streamline operations and a desire to hit targets. This person has a strong affection for running a successful service based business and producing great results. 

You should be able to demonstrate you have the following:

• An entrepreneurial spirit.
• A demonstrably keen interest in running a service based operation.
• A sales mentality, confidence and experience in up-selling to new and existing clients.
• A highly organised mindset, with an ability to work to tight targets/deadlines and a high degree of autonomy.
• An interest in bodywork and an enthusiasm for the MASAJ brand and an interest in committing to the further development and growth of the brand.
• Experienced, calm and confident communication skills, both internally and with Guests in person and on email.
• Assertiveness; an ability to use your intuition and initiative to ensure that the client experience is second to none.
• Experience with G-Suite programs and an ability to learn and master new systems quickly (booking platforms, Slack etc.)
• An ability to set the tone of the site under pressure - ensuring that the Studios remain a calming environment even when the site is busy.

It is desirable but not essential for you to have:

• Experience with ZenDesk or a similar application
• Experience in the wellbeing / wellness industry
• Experience within a Management / Operations role

What You’ll Receive 

In return we can offer you a rewarding role in an exciting and quickly growing business, with personal and professional development, in addition to a competitive salary starting of £30,000 per annum. 

Our Perks

• A supportive & friendly team of hard-working people
• Quarterly team socials
• Quarterly guest speakers to learn from 
• Discounts with brilliant local businesses
• Discounted monthly massages at MASAJ
• Annual bonus scheme
• A varied work environment
• Ample opportunities for training and development
• Team socials, off-sites and meals
• Opportunity to be part of a fast-paced start-up with ambitious goals

Important Facts

• The start date for this role is 1st August
• The interview process will be three stages: a video interview via Willo, and two face to face interviews with the final interview including a presentation.

MASAJ Founder, Scarlet Crawley, will be the hiring manager for this role.

Applying for this Role 

To apply and give us a flavour of who you are and why you are right for this role, please send us an email to [email removed - click apply for more details] with your CV and a short cover letter explaining why you are a great fit. 

We really look forward to receiving your application.