Medspa General Manager (GM)

Job Description

Job Description

Role Overview:

The General Manager oversees all day-to-day operational functions of the Center, ensuring the C.A.R.E.S framework is used with all clients as it is a pillar of our service level. In addition provide smooth execution of policies, procedures, and protocols. You will lead, coach, and support the team; manage sales and memberships; own client satisfaction (NPS); run financials and scheduling; and uphold Serotonin’s mission to empower clients to become their best selves.

Key Responsibilities & SMART Goals

1) Operational Leadership & Team Management

· Supervise and support office team members, including front office administration and medical team.

· Follow and maintain a structure for team member hiring, orientation, onboarding, and termination.

· Lead and coach the team effectively, ensuring daily operations run smoothly.

· Adhere to established procedures and protocols.

SMART Goal: ≥95% team attendance at daily huddles; complete all onboarding within 14 days of hire; conduct monthly one-on-ones for 100% of staff.

2) Sales, Membership, & Client Satisfaction

· Oversee sales goals, ensuring guest consultations turn into treatment plans and memberships.

· Handle client satisfaction, validated by NPS tracking.

SMART NPS ≥90; monthly sales meet or exceed 4DX targets.

3) Business Operations & Technology

· Assist with social media management and influencer engagement.

· Manage supply and equipment purchases, warranties, and maintenance.

· Adhere to client scheduling protocols, aligned with Serotonin Cadence

 

4) Financial Management & HR

· Manage budgeting, profit maximization, payroll, and team scheduling.

· Assist with HR issues, including monitoring team member vacation and sick time.

SMART Goal: Submit payroll and monthly budget reports on time (by day 3); maintain labor % within target range; zero compliance exceptions in payroll.

5) Client Experience & Community Outreach

· Manage daily front desk/reception 

· Work closely with the Client Care Coordinator (if you have one) to ensure client/member/guest scheduled services and resource needs are met and monitored.

· Community Outreach Management – developing weekly networking; event management.

SMART Goal: Book ≥4 events/month (min. 2 in-center, 2 out-of-center); ≥250 qualified leads/event; respond to 100% reviews within 24 hours.

6) Compliance, Safety, & Continuous Improvement

· Adhere to established procedures and protocols; document and manage adverse reactions to treatments.

· Set goals, deadlines, and objectives for the team; supervise and provide coaching and disciplinary measures.

SMART Goal: Zero safety/compliance violations.

Core KPIs & Targets

· Guest-to-Member Conversion: ≥40% monthly

· Net Promoter Score (NPS): ≥90

· Appointment Accuracy in Zenoti: 100%

· Labor % within budget; monthly revenue meets 4DX targets

· Community Events: ≥4/month; ≥250 leads per month via events

· Compliance & Documentation Accuracy: 100%

GM Weekly Checklist — Operational Controls 

The GM must manage the entire business using the official General Manager Weekly Checklist. The following categories summarize required controls and cadence without duplicating duties already stated above:

A) AM Daily Controls

· Facility readiness: lobby and treatment rooms guest-ready (target NPS 90+).

· Listen360/NPS review and responses within 24 hours.

· Daily huddle setup: review tracker and 4DX; assign product knowledge and gratitude shout-outs.

· CRM call blocks: minimum 20 leads called; validate ≥40 phone contacts/day.

B) Afternoon Controls

· Appointment confirmations for next day.

· Call review: listen to 5 recent calls; coach accordingly.

· Payments: rerun failed transactions; clear suspended status.

· Social engine: ≥3 posts/reels/day; ≥10 proactive DMs; collect daily staff photos and client testimonials.

C) Guest Experience Validation

· Symptom sheets captured and uploaded; scripted tours delivered; CARES adherence on lead calls.

· Systemic Close practice and supplement education validated across team.

D) Pre-Close Controls

· Confirm all Consent forms and price quotes complete.

· Review frozen/suspended/canceled memberships and reasons.

· 4DX/tracker email sent nightly to owner (cc: Bill and FBC) with next-day conscious choice actions.

· Appointment notes prepared for next day; print appointment book and daily tracker; verify timekeeping and cash drawers closed.

E) Ongoing / Weekly / Biweekly / Monthly Cadence

· Community Outreach: team meeting using Connect2Close; review ≥10 call recordings; plan ≥4 events for following month.

· Inventory: random spot checks weekly; full counts monthly (last working day).

· Training: confirm SeroConnect Hub updates applied; payroll processed on schedule.

· Reporting: compare pre-event goals to actuals; set goals for next 7 days.

Note: Refer to the “General Manager Weekly Checklist v3 Nov25” for the full task list, thresholds, and audit requirements. Completion and documentation are mandatory.

Qualifications

· Experience in retail, fitness, or MedSpa management.

· Strong organizational and interpersonal skills.

· Proficiency in business software platforms (Zenoti, GHL CRM).

· Ability to lead and coach a team effectively.

· Excellent communication and problem-solving skills.

Tech Stack & Tools

· Zenoti — POS, scheduling, documentation, billing.

· GHL CRM — Lead management and outreach.

· SeroConnect — compliance and training.

· Center trackers & whiteboard — daily goals, MTD Goal vs. Actual.

· Email/Teams — internal communication and meetings.

Safety & Compliance

· HIPAA adherence; secure handling of PHI.

· Biohazard protocols; rigorous client safety standards.

Apply Today

Submit your application to join Serotonin Centers and help clients become their most vibrant selves.

\nCompany Description

About Serotonin Centers:

Serotonin Centers is the nation’s premier anti-aging and wellness destination. Our General Managers (GM) lead the entire business—operations, team performance, sales, client experience, and community engagement—using our tech stack and proven playbooks to deliver measurable results and exceptional service.

Company Description

About Serotonin Centers:\r\n\r\nSerotonin Centers is the nation’s premier anti-aging and wellness destination. Our General Managers (GM) lead the entire business—operations, team performance, sales, client experience, and community engagement—using our tech stack and proven playbooks to deliver measurable results and exceptional service.