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Club Operations Director

2 weeks ago

East London, Eastern Cape, South Africa Fitness First UK Full time

Job Overview

Fitness First UK is seeking an exceptional Club Operations Director to lead our team and drive our club to new heights of success. As a passionate leader with a commitment to excellence, you will foster a vibrant community and provide an exceptional fitness and service offering.

About Us:

We are passionate about health and fitness and its transformative effect on our lives. We bring enthusiasm, energy, fun, and dedication to everything we do, inspiring others to discover their own passion for health and fitness.

Job Purpose:

Your primary objective as the Club Operations Director is to provide operational excellence in all customer interactions, ensuring 100% safety for all employees and members through compliance channels. You will combine strategy and execution to ensure team success, providing leadership within finance, member experience, club team development, and creating a service-led member community.

Key Responsibilities:

  • Team Training and Development:
    • Provide comprehensive training to the team, ensuring all members complete their required FF modules.
    • Grow and coach your team to achieve their personal development objectives.
    • Attract, recruit, engage, develop, and coach premium fitness staff to deliver a 5-star experience.
  • Operational Excellence:
    • Uphold operational excellence in all customer interactions and be visible to our members during peak times.
    • Ensure 100% safety for all employees and members through compliance channels.
    • Oversee consistent service excellence, achieving both club vibe and energy.
  • Member Experience:
    • Retain members through engaging conversations within an immaculate, fully operational facility.
    • Oversee the consistent delivery of a premium fitness proposition, driving improved member visitation.
  • Sales and Financial Performance:
    • Oversee sales performance through consistent service and tour excellence.
    • Manage Profit & Loss to improve the club's financial health.
  • Club Standards and Compliance:
    • Maintain overall club standards, including cleanliness, hygiene, staff dress, and name badges.
    • Lead on the safety of the club, ensuring compliance with all regulations.
    • Always comply with company policies and procedures.
  • Duty Management:
    • Prepare Duty Managers to ensure a great welcome and experience for every member.
    • Ensure fitness proposition steering to GX classes and 1-1 sessions.
    • Maintain visibility and create a great vibe within the club.
    • Ensure all Heads of Department deliver duty management with 100% consistency.

Performance Metrics:

  • Leaver attrition vs. Business target %
  • Joiner performance vs. Business target %
  • New member bookings and attendance vs. Business target
  • Secondary revenue (FDR/PT/studio/swimming/Concessionaire) vs. Business target
  • Member Customer Satisfaction (CSAT) vs. Business target
  • Compliance – 100% of colleagues trained to complete their role
  • NMM vs. Business target
  • EBITDA vs. £ Target

What's In It For You:

  • Bonus Scheme: Competitive bonus structure based on club performance and individual KPIs.
  • Benefit Portal: Access to a comprehensive benefits portal offering significant discounts on various products and services.
  • Health and Wellness: Complimentary gym membership for you and discount for family member.
  • Professional Development: Opportunities for ongoing professional development and career advancement.