JOB SUMMARY

The Senior Manager, Wellness is a key member of the APEC CLS, providing high-level operational leadership and specialized expertise across the wellness spectrum, including spa operations, fitness, longevity, recovery, and holistic wellness retreats.

This position is responsible for overseeing and driving the operational and financial performance of all existing managed wellness facilities, as well as supporting the development of future wellness projects. This is achieved through excellence in operational standards, marketing initiatives, training programs, procedures, and processes, aligned with Continent goals and objectives.

The incumbent will also oversee wellness concept design, working closely with Project Development and GDAP teams across the Continent to articulate operational requirements, ensure efficient design flow, and support successful project outcomes for wellness facilities.

Key responsibilities include facilitating introductions and negotiations between external wellness partners, owners, and regional operations teams; creating and implementing new wellness standards to improve efficiency, service delivery, and product offerings; conducting ongoing facility evaluations across APEC wellness properties (including budgeting, marketing, financial performance, and service levels); supporting the execution of corporate and brand wellness marketing plans; and championing the implementation of wellness software systems to be deployed at all full-service wellness facilities.

Expected Contributions

The Senior Manager, Wellness will be expected to:

• Provide a strong market lens and contribute to the design, development, and implementation of brand-relevant wellness programs, products, services, and facility strategies, including identifying new business opportunities.
• Help define standards and specifications to support in-market execution and achievement of business performance goals and superior guest experiences.
• Partner with key internal stakeholders to establish processes and platforms for performance measurement (sales, profit, operational excellence, guest satisfaction, etc.) and regularly evaluate wellness operations performance against established targets.
• Provide ongoing consultation to Continent and property leadership regarding wellness programs, services, and business performance, including support for new wellness facility openings.
• Lead and/or support the development and delivery of training programs to enhance the skills and effectiveness of property wellness leaders.
• Stay abreast of industry trends and identify opportunities and risks by monitoring competitors, economic indicators, internal performance data, and best practices to ensure market-leading wellness offerings.
• Build and manage key vendor and external partner relationships, including attending national and regional trade shows for sourcing and competitive intelligence.
• Serve as the subject matter expert on project work requiring wellness expertise; compile, analyze, and interpret data as required, and act as liaison between the CLS – APEC and other stakeholders. (Acts as advocate for APEC Wellness Operations.)
• Maintain and ensure execution of Wellness Standard Operating Procedures.
• Lead wellness projects from planning through launch.
• Establish professional relationships with industry organizations and suppliers to support business strategies.
• Ensure key change initiatives are planned, communicated, and executed effectively to enable timely implementation.
• Provide strategy and coordinate project rollouts for new wellness initiatives, products, processes, and procedures.
• Drive service excellence and guest experience expectations by developing action plans, benchmarks, and metrics to improve utilization, cost containment, P&L performance, and revenue growth.
• Review and advise Global discipline leads, Continent leaders, and property wellness leaders on business units that are operationally efficient, market-appropriate, and profit-driven.
• Collaborate with internal partners on marketing initiatives, promotions, and cross-promotional opportunities that strengthen business performance and brand awareness.
• Respond to market needs and business requests with broader departmental impact and moderate risk, presenting alternative solutions by leveraging the wider organization.
• Work in conjunction with wellness discipline teams to collaborate, communicate, and develop new standards and operating practices impacting wellness operations and retail performance.
• Perform other duties as assigned to meet business needs.
• Oversee training on brand standards and treatment protocols and support the development of property-specific signature wellness treatments.
• Review and approve all wellness menus prior to printing to ensure compliance with brand standards, liability requirements, and product guidelines.

Candidate Profile – Key Talents & Experience Desired

Required

• Ability to travel as required to support wellness development, performance improvement initiatives, workshops, and openings.
• Minimum of five (5) years of wellness operational management experience with full accountability for staffing and P&L performance.
  (Multi-property, multi-brand experience and exposure to both resort and city environments strongly preferred.)
• Proven experience managing teams to deliver business results within tight timeframes.
• Experience developing and implementing wellness concepts.
• Knowledge of wellness reservation and inventory systems (e.g., Book4Time).
• Experience hiring property wellness leaders and conducting new leader orientation.
• Strong capability to conduct detailed wellness facility assessments and develop actionable improvement plans.
• Proven experience providing operational oversight across operating performance, standards compliance, treatment protocols, guest satisfaction, and employee engagement.
• Ability to develop and implement operational standards, business plans, procedures, and processes supporting existing and future managed wellness facilities across APEC.
• Experience developing annual wellness budgets and managing financial performance, including tracking expenses and setting funding priorities.
• Strong coaching skills with the ability to provide performance feedback and ensure productivity of direct and indirect reports.
• Experience across total spa, salon, and fitness operations and development.
• Strong analytical ability to evaluate performance against standards and drive corrective actions.
• Experience establishing and enforcing policies and procedures to improve operational effectiveness.
• Experience in the development of new treatments and treatment protocols.
• Experience evaluating Business Case Analysis (BCA) requests for high-risk activities across the region.
• Experience creating wellness capital improvement plans to maximize ROI and align with brand standards.
• Ability to establish regular communication with all property wellness leaders while supporting and directing communication plans of key messages to internal and external stakeholders.
• Ability to ensure wellness operations and guest experiences are consistently aligned with brand standards.
• Ability to mentor and develop wellness leaders.
• Strong understanding of business climate and customer satisfaction drivers impacting sales and service delivery.
• Ability to utilize reports to evaluate financial returns, sales performance, inventory, and operating statements.
• Ability to build effective relationships with internal and external stakeholders across multiple management levels.
• Strong internal and external customer service orientation.
• Excellent organizational and prioritization skills.
• Comfortable working in a deadline-driven environment with changing priorities.
• Strong problem-solving skills with the ability to deliver solutions that meet customer needs and business goals.
• Creative and conceptual thinker with strong verbal and written communication skills.
• Strong understanding of emerging wellness trends and the ability to translate them into future business planning.
• Flexible and adaptable approach to problem-solving and innovation.

Education & Professional Certification

• Bachelor’s Degree in Business, Hospitality Management, or a related field, or an equivalent combination of education and relevant professional experience.

Other Requirements

• Role allocation: 80% Wellness Operations / 20% discretionary
• Performs other duties as assigned.