The posting
MORROW Health
MORROW Health is Singapore’s largest integrated fitness and recovery destination, designed to help individuals build healthier, more resilient lives through intentional daily habits. Grounded in lifestyle medicine, MORROW Health brings together physical activity, nutrition, restorative sleep, stress management, avoidance of risky substances, and social connection through structured programmes and purpose-built environments that make sustainable lifestyle change achievable. Supported by evidence-informed practice and data from wearables and lifestyle inputs, MORROW Health helps members recognise patterns, build consistency, and stay accountable—turning insight into everyday action that supports long-term vitality, strength, and clarity, without medical diagnosis or treatment.
Role Overview
We are seeking a dynamic and service-driven Wellness Lead to oversee the daily operations of our Wellness Zone and ensure an exceptional member experience at every touchpoint. As the operational backbone of the Wellness Zone, you will be responsible for managing day-to-day operations, staff coordination, scheduling, compliance, and revenue performance, while maintaining the highest standards of service excellence.
Beyond operations, you will play a key role in building meaningful relationships with our members, fostering trust and loyalty through personalized engagement. You will develop a strong understanding of the full range of Wellness Zone offerings and confidently communicate their benefits in an authentic and relatable manner.
Working closely with the wider Wellness Zone team, you will help create a welcoming, seamless, and world-class wellness experience, ensuring every member feels supported throughout their wellness journey.
Key Responsibilities
Revenue Growth & Sales Performance
- Maximise revenue through effective scheduling, strategic yield management, and proactive sales of treatments and fitness offerings.
- Develop a strong understanding of all offerings, including their benefits and pricing, and communicate them confidently to members.
Operations & Facility Management
- Oversee the daily operations of the spa, thermal pools, treatment rooms, and wellness facilities, including red light therapy and cryotherapy amenities.
- Ensure all equipment is well-maintained and compliant with health and safety regulations, in collaboration with the Facilities team.
- Manage facility scheduling, appointment systems, and capacity planning to optimise operational efficiency.
- Conduct regular facility walkthroughs to uphold the highest standards of cleanliness, safety, and presentation.
- Liaise with vendors, suppliers, and maintenance contractors to ensure smooth facility operations.
Membership Experience & Engagement
- Partner with the Membership team to deliver a consistently exceptional and personalised experience for all members.
- Handle member feedback, complaints, and service recovery matters with professionalism and urgency, in collaboration with the Membership Manager.
- Support onboarding, retention, and member satisfaction initiatives together with the Membership team.
Team Leadership & People Management
- Lead, coach, and schedule a team of Massage Therapists, Wellness Zone Operators, and Executives together with the Wellness Zone Manager.
- Foster a motivated, member-centric, and safety-conscious team culture.
- Support the recruitment and onboarding of new team members in partnership with HR.
Business Performance & Reporting
- Monitor KPIs including occupancy rates, revenue per treatment, and member utilisation
- Assist in budget planning, cost control, and stock management for treatment supplies
- Identify opportunities to grow ancillary revenue through upselling and package promotions
- Prepare regular operational reports for the Wellness Zone Manager
Compliance, Risk & Safety
- Ensure all operations comply with MOH, NEA, and other relevant Singapore regulatory requirements.
- Maintain proper documentation of treatment protocols, safety procedures, and contraindications.
- Enforce safety briefings, consent procedures, and emergency protocols for advanced therapies.
Requirements
- Minimum 3 years of experience in wellness, spa, hospitality, or service operations management, with a proven ability to lead teams and deliver exceptional customer experiences.
- Prior experience in a private members' club, luxury hospitality environment, premium wellness centre, or integrated wellness facility is highly preferred.
- Strong communication and interpersonal skills, with the ability to build meaningful relationships with members, colleagues, and stakeholders.
- A genuine passion for wellness, fitness, and helping individuals achieve their health and wellbeing goals.
- Highly service-oriented, with a proactive approach to problem-solving and member engagement.
- Strong organisational skills with the ability to manage multiple priorities and thrive in a fast-paced, dynamic environment.
- Proficient in Microsoft Office and comfortable using booking, scheduling, and operational management systems.
- Demonstrates professionalism, attention to detail, and a commitment to maintaining the highest standards of service excellence.
