Operations Manager

1 week ago

Cape Town, Western Cape, South Africa Acqhired Full time R250 000 - R500 000 per year

Location:
Cape Town

Type:
Full-time, permanent

Role purpose

Own the day-to-day running of the training centre and drive growth. You'll lead the team, tighten operations, grow revenue through business development and social media, and deliver a member experience that keeps people renewing.

Operations & Standards

  • Run the daily schedule, rotas, front-of-house, opening/closing, cashing-up.
  • Keep the place spotless: cleaning checks, kit maintenance, supplier management.
  • Build and enforce SOPs; run weekly ops reviews and fix recurring issues fast.
  • Own H&S: risk assessments, incident logs, first-aid readiness, insurance/licences (music, data, etc.).

Business Development & Partnerships

  • Create and close local partnerships (corporates, sports clubs, schools, physios).
  • Plan and host community events, open days, and referral drives.
  • Build B2B offerings (corporate wellness, small-group training, workshops).

Sales Funnel & CRM

  • Own the lead pipeline from enquiry → tour → trial → join.
  • Set daily/weekly targets; coach FOH/PTs on scripts and objection handling.
  • Maintain clean data and reporting in the CRM; forecast weekly/monthly revenue.

Social Media & Marketing

  • Run the content calendar (video, member stories, education, offers).
  • Handle community management (DMs/comments) with SLA discipline.
  • Launch/test paid campaigns (Meta/Google) with simple, trackable offers.
  • Track analytics and iterate—double down on what converts.

Customer Experience & Retention

  • Design onboarding that turns trials into members within 7–14 days.
  • Implement save-a-member playbooks for freezes/cancellations.
  • Collect feedback (surveys/NPS), fix root causes, and report trends.

People Leadership

  • Recruit, onboard, and develop PTs and FOH staff; run 1:1s and team huddles.
  • Build a performance culture: clear targets, fair rotas, fast feedback.
  • Schedule and fill classes/small-group slots to maximise utilisation.

Data & Reporting

  • Maintain a simple KPI dashboard (acquisition, conversion, attendance, PT hours, ARPU, churn).
  • Own stock/expense control; contribute to P&L reviews and budgeting.

Skills & experience

  • 3+ years in gym/fitness studio or hospitality operations, with 1–2 years leading a small team.
  • Proven track record of hitting sales/retention targets.
  • Hands-on social media management; comfortable on camera and with short-form video.
  • CRM-literate (e.g., Mindbody, Glofox, TeamUp, Zen Planner) and confident with Google Sheets/Excel.
  • Strong copywriting and basic design (Canva) skills; working knowledge of Meta/Google Ads.
  • Excellent customer handling under pressure; calm, direct, and organised.

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