Job Title: Massage Therapist Manager
Role Overview
The Massage Therapist Manager is responsible for leading and managing a team of therapists across multiple Kenko Wellness outlets. This role ensures high-quality treatment standards, drives outlet productivity, and maximizes revenue through therapist performance, service excellence, and customer satisfaction.
Key Responsibilities
1. Team Leadership & Therapist Management
Lead, supervise, and manage massage therapists across assigned outlets
Set clear performance targets (utilisation, sales, service quality)
Conduct regular coaching, assessments, and performance reviews
Plan manpower deployment, schedules, and therapist rotations
Build a disciplined, professional, and high-performing therapist team
2. Service Quality & Standards
Ensure all treatments meet Kenko Wellness SOPs and quality standards
Conduct regular audits on therapist techniques and service delivery
Handle escalated service issues and ensure proper service recovery
Maintain consistency in customer experience across outlets
3. Revenue & Productivity Management
Drive therapist productivity (treatment hours, utilisation rate)
Monitor and improve revenue per therapist
Support CRO team in converting customers and upselling packages
Identify opportunities to improve service mix and treatment offerings
4. Training & Development
Conduct onboarding and continuous skills upgrading for therapists
Develop SOPs for new treatments and service protocols
Identify skill gaps and implement targeted training programs
Ensure therapists are certified and aligned with WSQ standards where applicable
5. Operations & Compliance
Ensure compliance with hygiene, safety, and regulatory standards
Monitor inventory usage (oils, consumables, equipment)
Work closely with outlet managers on daily operations
Prepare performance and operational reports
Job Requirements
Certified Massage Therapist (WSQ or equivalent preferred)
Minimum 5 years of experience in massage/wellness industry
At least 2–3 years in a supervisory or managerial role
Strong knowledge of various massage techniques (e.g. Tui Na, foot reflexology, body massage)
Proven ability to manage team performance and service quality
Leadership and coaching skills with hands-on approach
Strong customer service mindset
Ability to work across multiple outlets, including weekends and public holidays
Salary & Commission Structure
Base Salary
SGD $4,000 – $5500 (depending on experience and certifications)
Commission Structure
1. Team Revenue Commission
Based on total therapist-generated revenue (treatment sales)
2. Therapist Productivity Bonus (Override)
Based on overall team performance:
Utilisation rate achievement
Revenue per therapist
Service quality scores
Monthly / Quarterly bonus range:
SGD $500 – $3,500+
3. Additional Incentives
New treatment launch incentives
Peak period performance bonuses
Annual performance bonus tied to company growth
Key Performance Indicators (KPIs)
Revenue & Productivity
Total therapist-generated revenue (monthly target %)
Revenue per therapist
Therapist utilisation rate (%)
Average treatment value
Team Performance
% of therapists meeting productivity targets
Therapist retention rate
Training completion and skill certification levels
Service Quality
Customer satisfaction (CSAT) scores
Customer complaints related to treatment quality
Repeat customer rate
Operational Excellence
SOP compliance (audit scores)
Hygiene and safety standards adherence
Inventory wastage control
Success Profile (Ideal Candidate)
Strong technical expert + team leader
Hands-on, able to guide therapists directly on skills improvement
Performance-driven with focus on utilisation and revenue
Customer-focused with emphasis on consistent treatment quality
Able to balance operations, people, and profitability