Operations Manager

1Rebel • Full-time • London, England, United Kingdom • 2d ago

Job Title: Operations Manager
Reporting to: Head of Operations
Location: London on site (multi-site)

Overview:

We’re looking for an organised, solutions-focused Operations Manager to support the seamless running of our boutique gym estate across London. With new club openings on the horizon, this role is critical to ensuring consistency, efficiency, and excellence across all sites.

You’ll work closely with the Head of Operations, 11 club General Managers, and cross-functional teams to ensure clubs are fully operational, suppliers are performing, facilities are on point, and our members are getting the best possible experience.

Key Responsibilities:

Club Support & Oversight:
- Visit clubs regularly to ensure operational standards are met.
- Act as a key contact for GMs for all things supplies, and day-to-day operations.
- Monitor and improve operational processes across all locations.
Supplier Management & Procurement:
- Source and onboard new suppliers where needed, negotiating strong commercial terms.
- Oversee procurement of operational equipment, consumables, and supplies.
- Manage inventory levels and ensure smooth delivery and distribution of key items across sites.
Team Development:
- Work closely with GMs to support their training and development on operational best practices.
- Provide coaching on areas such as customer service, budgeting, rota management, and issue resolution.
- To assist in handling disciplinary procedures and dismissals in conjunction and under the advisory of HR
Customer Experience:
- Identify and troubleshoot member-facing issues quickly and effectively.
- Support the Head of Ops in implementing systems to elevate service standards consistently.
- To monitor the NPS score of the clubs and action feedback as regularly as possible
- To ensure all customer queries and complaints are dealt with efficiently and professionally
- To ensure all health and safety protocols are observed and followed
Data & Reporting:
- Keep clear records of maintenance issues, supplier performance, and operational spend.
- Assist in maintaining an operations tracker across clubs.
- To ensure there is a constant supply of branded retail for the customers to purchase driving extra revenue in clubs
- To ensure the business is undertaking a correct stock take each month, aiding accurate and timely financial reporting

What We’re Looking For:

Proven experience in an operations role, ideally in a multi-site, fast-paced environment (fitness, hospitality, or retail a bonus).
Strong experience managing contractors and third-party service providers.
Demonstrated procurement experience, from vendor sourcing and negotiation to cost control and stock management.
Confident and clear communicator, both written and verbal.
Ability to train, support and get the best out of General Managers.
Great with systems, comfortable using spreadsheets and reporting tools.
Calm under pressure, solutions-led and unafraid to get stuck in.