WORK AT MASAJ

MASAJ is London's leading massage and Bodywork company.

Designed as a sanctuary for Londoners looking to combat the negative effects of city living, we've been bringing our own brand of Bodywork to the city's wellbeing scene since 2016, all while focussing on creating an inclusive, supportive environment for our community, and committing to sustainable, values-driven business practices across the board.

At MASAJ, our Hosts are the heartbeat of our Studios. You support our Studio Therapists and welcome our community of Guests, making sure the space runs smoothly and every interaction feels thoughtful and cared for. These roles are about more than operations - they're about living our philosophy of Unreasonable Hospitality: noticing the details, creating small moments of delight, and bringing the MASAJ brand to life every day.

This is a great opportunity for anyone curious about wellness, passionate about people, and excited to be part of a busy, evolving start-up. You'll gain hands-on experience in the wellbeing sector, grow within a supportive team, and have clear opportunities to develop yourself and your career as MASAJ expands.

Our company motto is 'Come As You Are' - a nod to our mission to continue building an inclusive and welcoming environment for all. We support a diverse workforce and warmly encourage progression and opportunity across the business.

The Facilities & Operations Manager is the intelligent client for everything to do with our physical Studios.

You'll set the standard, read the contracts, and hold our outsourced contractors and suppliers to account. You'll build the processes and institutional memory that stop the same problem recurring twice as we scale.

This is a hands-on, detail-driven role with real autonomy. You'll own the day-to-day condition, safety and statutory compliance of every Studio, and act as the de facto Responsible Person for fire safety.

Whilst this role carries significant responsibility, it also carries real visibility. You'll work directly with the Head of Operations and have genuine input into how MASAJ's Studios operate as we grow.

• Studio Standards + Condition

  • Own the day-to-day facilities condition of all Studios, ensuring they are safe, presentable and operating to brand standard.

  • Conduct regular Studio walkthroughs and audits to maintain consistency of standards across all locations.

  • Identify gaps and recurring issues early, and build solutions, not just highlight problems.

  Contractor + Supplier Management

  • Act as lead point of contact for outsourced facilities/maintenance contractors and suppliers, holding them to account on quality, timeliness and cost.

  • Manage key supplier relationships (e.g. cleaning, laundry, maintenance, security) commercially, including performance review, escalation and contract decisions.

  • Triage and coordinate maintenance issues from minor repairs through to more complex works (e.g. HVAC, electrical, plumbing), prioritising and escalating appropriately.

  Health, Safety + Compliance

  • Hold overall responsibility for health & safety and licence compliance across all sites.

  • Maintain and proactively renew all regulatory requirements, including fire risk assessments, equipment logs, statutory testing (fire, electrical, water hygiene/Legionella, gas) and licensing.

  • Coordinate First Aid and Fire Marshal training and coverage, and act as the escalation point for on-site incidents, ensuring calm, compliant handling.

  Studio Openings + Change

  • Support the facilities and compliance mobilisation of new Studio openings, refurbishments and closures.

  Systems, Processes + Continuous Improvement

  • Design and maintain clear SOPs, operational handbooks and site-level how-tos so standards hold consistently across sites and survive staff turnover.

  • Own and refine the maintenance request/reporting process, closing the loop between Studios, Head Office and contractors.

  • Track and report compliance KPIs (e.g. audit outcomes, incident resolution times, facility uptime) to the Head of Operations.

You'll be someone who genuinely enjoys setting a standard and holding people to it.

You've been the client, not just the provider, and you're just as comfortable in a plant room as you are challenging a contractor's invoice or presenting compliance KPIs to senior leadership.

You're highly organised, detail-driven and calm under pressure. You spot the small things before they become big things, and you're motivated by ownership, excited by the chance to build things properly, not just maintain what's already there.

Skills + Experience

Essential

• Proven experience in facilities management, site management or compliance, ideally across multi-site retail, hospitality or wellness environments.

• Strong working knowledge of UK health & safety and fire safety legislation, ideally having held Responsible Person duties before.

• Confident holding outsourced contractors and suppliers to account, commercially and on quality.

• A track record of building or improving SOPs, processes or documentation from scratch.

• Comfortable working in a fast-moving, freelance-led, multi-site environment.

• Clear, confident communicator who can hold their own with contractors, landlords and senior leadership alike.

• Highly organised, detail-driven, and calm under pressure.

• Willing to work at least one weekend day most weeks and travel regularly between Studios and Head Office.

Desirable

• IWFM (Institute of Workplace and Facilities Management) Level 4/5.

• NEBOSH or IOSH qualification

• Every Studio is safe, presentable and consistently operating to brand standard.

• Contractors and suppliers are held to account, and issues are resolved before they recur.

• Statutory compliance and licensing are always current, with no last-minute scrambles.

• SOPs and handbooks mean standards hold even as the team and Studio count grow.

• The Head of Operations can confidently delegate facilities and compliance activity, knowing it will be delivered to a high standard.

Example KPIs

1. 100% of statutory compliance renewals (fire, electrical, water hygiene/Legionella, gas, licensing) completed ahead of deadline.

2. 95%+ of maintenance requests resolved within agreed SLA.

3. Zero repeat facilities or compliance issues across Studios quarter-on-quarter.

MASAJ is a growing business, and we want you to grow with it. This role builds transferable experience across wellness, hospitality, operations and fast-moving start-ups - a strong foundation for a range of paths as the company expands.

• 28 days holiday (including bank holidays)

• Heavily discounted massage treatments across all MASAJ Studios

• Friends + Family discounts

• Snacks and drinks in the office and at the Studios

• Socials and events including drinks, meals, and wellness-focused opportunities for team connection (e.g. sound baths, wellness classes, workshops).

• Clear progression opportunities as the business scales

• Close collaboration with an ambitious, values-led team

Candidates should apply with a full CV and a short covering note outlining a time they identified a recurring site issue and changed a process to stop it happening again, rather than just fixing it.

Interviews will take place over several rounds, both over Google Meet and in person at our Old Street office.