Therapist Manager

About the company

Job Title: Therapist Training Manager Company: Kenko Holdings Pte Ltd

Your tasks

The Therapist Training Manager is responsible for developing therapists’ technical skills, service knowledge, professional conduct, and customer service capabilities across Kenko’s wellness therapy operations.

A key responsibility is to equip therapists with the skills to explain wellness services clearly, respond appropriately to customer questions, and share relevant wellness knowledge without making unsupported health claims or providing advice beyond their professional scope.

1. Technical Training and Skills Mastery

• Develop and deliver structured training in reflexology, massage techniques, and the company’s wellness therapy services.
• Demonstrate correct techniques, pressure control, treatment sequences, posture, body mechanics, and appropriate use of equipment and products.
• Train therapists to adapt service delivery to customer preferences, comfort levels, and relevant precautions within approved protocols.
• Assess practical competency through demonstrations, observation, and structured assessments before recommending therapists for independent service delivery.
• Conduct refresher training and individual coaching to address skill gaps and maintain consistent standards.

2. Training Programme and SOP Development

• Establish training pathways for new therapists, experienced practitioners, and senior therapists.
• Develop training manuals, lesson plans, service knowledge guides, demonstration materials, and assessment checklists.
• Create and update SOPs covering service preparation, customer consultation, treatment delivery, service completion, and aftercare communication.
• Ensure therapists understand each service’s purpose, process, duration, limitations, and suitability considerations.
• Work with management and branch teams to introduce new services and translate approved protocols into practical training.

3. Professional Ethics, Attitude and Conduct

• Champion integrity, respect, accountability, teamwork, and a customer-first service attitude.
• Train therapists in informed consent, privacy, appropriate draping, confidentiality, and professional boundaries.
• Reinforce standards for personal grooming, hygiene, punctuality, language, and workplace behaviour.
• Coach therapists to respond calmly and respectfully to feedback, complaints, and difficult situations.
• Promote honest service recommendations without pressure selling, misleading promises, or unsupported treatment claims.
• Identify conduct concerns and work with branch management and Human Resources on appropriate corrective action.

4. Service Preparation, Hygiene and Safety

• Train therapists to prepare treatment areas, linens, equipment, and products according to company SOPs.
• Ensure therapists conduct appropriate pre-service checks, confirm customer preferences, and explain the proposed service before obtaining consent.
• Teach therapists to recognise precautions and circumstances requiring service modification, postponement, cessation, or escalation.
• Reinforce infection prevention, sanitation, safe working practices, and incident reporting procedures.
• Ensure therapists monitor customer comfort throughout the session and respond promptly to discomfort or concerns.

5. Customer Service Excellence

• Train therapists in professional greetings, active listening, consultation, and clear communication throughout the service.
• Develop therapists’ ability to understand customer expectations and personalise the service within approved standards.
• Coach therapists to explain pressure choices, treatment steps, and service limitations in simple, reassuring language.
• Strengthen skills in complaint handling, service recovery, and respectful management of customer expectations.
• Use customer feedback and service observations to identify training needs and improve the overall experience.

6. Customer Education and Knowledge Transfer

• Equip therapists to explain reflexology, massage, and other wellness services accurately and in language customers can understand.
• Train therapists to communicate intended wellness benefits and realistic expectations without diagnosing conditions or promising cures.
• Develop approved responses to common customer questions and consistent guidance on post-service care.
• Teach therapists to check customer understanding and tailor explanations to different levels of familiarity.
• Ensure therapists recognise when a question is beyond their scope and direct the customer to an appropriate qualified professional.
• Encourage customer education that supports informed choices and long-term trust.

7. Training Quality and Team Development

• Conduct regular branch visits, service observations, practical assessments, and coaching sessions.
• Maintain training records, competency results, and individual development plans.
• Work with Branch Managers to address recurring service issues and monitor improvement after training.
• Develop senior therapists as mentors and internal trainers.
• Evaluate training effectiveness through practical performance, SOP compliance, customer feedback, and sustained improvement.
• Maintain personal technical proficiency and update training content through continuing professional development.

Requirements

The role requires mastery of reflexology and massage techniques, together with the ability to demonstrate, teach, assess, and coach therapists to deliver safe, consistent, and professional services. The Manager will champion professional ethics, a positive service attitude, and adherence to standard operating procedures (SOPs) throughout the customer journey.

Technical Qualifications and Experience

• Relevant qualifications in reflexology, massage therapy, spa therapy, or a related wellness discipline.
• Demonstrated mastery of reflexology and massage techniques, supported by substantial hands-on practice.
• Preferably at least five years of relevant practical experience, including experience in therapist training, supervision, or team development.
• Strong working knowledge of anatomy and physiology relevant to practice, treatment precautions, hygiene, and safe service delivery.
• An adult education or train-the-trainer qualification is an advantage.

Training and Coaching Skills

• Proven ability to demonstrate techniques clearly and translate technical knowledge into practical learning.
• Ability to design training programmes, write SOPs, and assess therapist competence against consistent standards.
• Strong observation skills and the ability to provide specific, constructive feedback.
• Patience and adaptability when coaching therapists with different experience levels, learning needs, and language abilities.
• Ability to verify that learning is applied consistently during actual service delivery.

Customer Service and Communication

• Excellent customer service skills, with the ability to model professional consultation and service recovery.
• Strong verbal communication and interpersonal skills.
• Ability to explain wellness services, intended benefits, limitations, and aftercare in clear, accessible language.
• Sound judgement in handling sensitive conversations and maintaining professional boundaries.

Professional Attributes

• High standards of ethics, personal presentation, discipline, and accountability.
• A positive, respectful, and supportive approach to team development.
• Strong commitment to customer safety, service consistency, and continuous improvement.
• Ability to collaborate effectively with management, branch teams, and other trainers.
• Willingness to travel between branches and conduct training around operational needs.