Job Title: Assistant Studio Manager, STOTT PILATES

Reports to: Facility and Sales Manager, STOTT PILATES

Date: October 2025

About Merrithew:

Merrithew® is the global leader in mind-body education and equipment. Founded in 1988, the company has trained more than 80,000 instructors and partners worldwide, developed six innovative education programs— STOTT PILATES®, ZENGA®, Total Barre®, Halo® Training, Merrithew Fascial Movement and CORE™ Athletic Conditioning & Performance Training™— and has produced an extensive line of professional and at-home equipment and accessories for personal and professional use.

Join Merrithew in its mission to inspire people worldwide to lead healthier lives through premium education programs and cutting-edge equipment. With a focus on world-class education and industry-leading equipment, Merrithew is dedicated to promoting optimal fitness and wellness for all.

Position Overview:

The Assistant Studio Manager is responsible for the overall experience of the STOTT PILATES STUDIO customer, in particular through retaining existing clients and attracting new clients (net gain) at STOTT PILATES Studio - Toronto. In parallel, the Assistant Studio Manager will execute effective leadership management practices to ensure that every team member feels supported and looked after whilst delivering best practice classes, and efficient operational management to maintain day to day operational output. By delivering the highest quality of service to our clients, promoting a sense of belonging amongst our clients and creating a culture that exceeds expectations, the Assistant Studio Manager will ensure that every client receives a memorable experience for the longest possible duration. Through absolute dedication to detail, operational efficiency, delivery of brand standards and compliance, this role will ensure that all company and statutory requirements are met.

Major Responsibilities:

Customer Service:

• Deliver world class service for every client, from the moment they walk in. Promoting a sense of belonging as soon as they walk in to creating a family culture that exceeds expectations and ensures a memorable experience for every client.
• Support onboarding of new members
• Promote classes, events (in and out of the studio) and special programs (workshops etc)
• Organize and execute in-studio events and member appreciation activities.
• Identify and implement opportunities to surprise and delight clients.

Sales and Retention:

• Present, promote and sell products and services to existing and prospective clients.
• Handling all client and prospect enquiries via the telephone, email and face to face; including intro pack conversions, consultations and upsales of service.
• Management of the full sales process to include lead generation, recognising clients needs and requirements, presenting our services and closing sales.
• Keep track of daily KPI’s (leads, conversions, attrition)
• Reducing the number of client cancellations through efficient communications, creative solutions to requests and delivering exceptional customer service.
• Proactively manage all cancellation requests and ensure each one is called prior to processing the cancellation.
• Closely manage retention, repeat bookings and intro pack conversions.
• Maintain an attrition rate below 5%.

Operations:

• Manage daily operations across the Studio. Communicate daily and weekly targets and facilitate their achievement through the team.
• Ensure that there is an appropriate system in place whereby at all times there is a competent senior employee on duty and available to deal with emergency situations.
• Comply with all company and member security requirements and policies – in particular, data protection.
• Ensure adherence to all company policy, seeking advice from the Facility and Sales Manager.
• Report on Studio’s performance as required by the Facility and Sales Manager.
• Undertake any reasonable request from the Facility and Sales Manager.
• Ensure all equipment is clean and safe at all times.
• Responsible for maximizing the studio timetable, suggesting additional classes or tweaks.

Marketing:

• Manage and grow the studio’s social media presence in collaboration with the Merrithew Marketing Team. This includes creating and publishing timely, on-brand organic content, responding to comments and direct messages, and actively engaging with followers and local accounts to build community, strengthen client relationships, and drive studio traffic and sales.
• Work with the Merrithew Marketing Team to establish a monthly, quarterly and yearly calendar of events for social media posts.

Team Management:

• Build and lead an industry-leading team of instructors, by continually inspiring and motivating them to deliver better results and customer experience. This will include onboarding, training, development, and day-to-day management.
• Assist with hiring, training and supervising front desk member associates and instructors.
• Feed the company culture into everything the team does.
• Create and manage the studio schedule (front desk member associates and instructors) ensuring adequate cover is achieved at all times and all health and safety requirements are met.
• Ensure that every employee is compliant in their skills, CEC’s and qualifications.

Skills and Qualifications:

• STOTT PILATES Certified.
• Current CPR + AED certification
• Previous experience leading pilates classes and working in a boutique fitness studio.
• Passionate about wellness and STOTT PILATES.
• 3+ years providing hand on, high quality customer sales and customer support.
• 3+ years of customer service experience using email, phone and in person support.
• High proficiency at creating social media content (Instagram and Facebook), using technology to schedule said content and publishing regular emails to current clients and prospects.
• Familiarity planning community events to drive local engagement.
• Experience developing client relationships, diffusing difficult situations and reframing situations to their most positive perspective. An ability to encourage clients in dark moments is a must in the role.
• Proven ability to be a strong leader amid our team, which is large and engaged. You will be able to build strong and trustworthy relationships to meet goals and support clients.
• Have outstanding computer literacy. We use several integrated booking and CRM management systems.
• Willing to go the extra mile.
• Setting the benchmark standards for the rest of the staff.
• Never settling – always finding a way to improve service and the Company.
• Highly organized with attention to detail
• Availability for some early morning, evening and/or weekend shifts
• Sales experience
• Excellent communication and time-management abilities

Merrithew® is committed to providing accessible employment practices that comply with the Accessibility for Ontarians with Disabilities Act (AODA).

Merrithew® is committed to providing a barrier-free access workplace. If you need accommodation at any stage of your application, or want more information on our accommodation policies, please contact us “careers@merrithew.com”

Merrithew® is proud to be an Equal Opportunity Employer. Our organization respects and follows the letter and spirit of the Ontario Human Rights Code. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or any other code grounds.