Operations Director

  • Studio: City Studio
  • Salary: Details provided during the initial phone consultation.
  • Apply now: Please send your CV and a short covering letter to recruitment@ten.co.uk

An exciting opportunity within the Boutique Fitness and Wellness sector for an Operations Director.

Key responsibilities:

Strategic

  • Contribute to and understand the Company Strategy. Review regularly.
  • Articulate the annual Operational plan to the Leadership team.
  • Look for ways to streamline & simplify the operational approach through the latest technology and team structures.
  • Protect our product offering, business positioning and ensure an exceptional client experience.
  • Amplify Ten’s products, services and approach to the teams and consumers alike.
  • Provide ways to improve overall performance, market standing, and value in Ten.

Financial

  • Embed and manage an operational approach which delivers the P&L
  • Develop the studio budgets and assume responsibility (in conjunction with the Finance Director) for ongoing forecasting throughout the financial year.
  • Support the central team on 3rd party contract negotiations and ongoing management.
  • Proactively seek opportunities for operational efficiency, to identify and provide the best suppliers to Ten, and drive out waste.

Analysis & Reporting

  • Report on what is happening in our market that’s relevant or threatening to Ten
  • Analyse the financial & NPS reporting to ensure we are being smart in our approach to schedule management, staff deployment and customer service.
  • Report on product, people, customer and compliance delivery.
  • Create and present performance reports to feed into cross department strategies and planning.

Staff

  • Develop a team culture of willingness, togetherness, and collaboration.
  • Develop studio teams to become commercial managers (in a people driven way), making astute business decisions aligned with both short-term targets and long-term strategy.
  • Set targets for FOH teams and track and measure these.
  • Recruitment and onboarding of a happy, engaged, FOH & training team who best represent Ten’s value & purpose.
  • Lead on the development journeys, be it through PDP discussions, 1:1 mentoring, team development sessions, or investing in outsourced skill-development.

Customer

  • Provide a plan for improved client engagement, conversion, retention, and ways to celebrate their success.
  • Maximise customer upsell and cross service sales, and measure performance.
  • Ensure all teams have a precise understanding of our customer(s), their expectations, and actively develop feedback platforms to help improve our service offerings and feedback insights to Marketing
  • Support teams in dealing with customer complaints; quickly, commercially, and fairly.

Operations

  • An integrated approach that results in:
  • A comprehensive roadmap of site improvement to operations, cross service delivery and customer service activity and confirm how these will be delivered on-going.
  • Support the Property Director by delivering the roadmap for bringing new sites into the business operations.
  • Development of and delivery on a Ten’s Corporate Sales plan.
  • Mitigate risk to Ten’s reputation by having a comprehensive compliance and H&S plan against which Ten is always compliant and teams are upskilled as necessary and that there is ongoing CPD.

Key skills & experience:

  • Ten is looking For applicants who can demonstrate that they have successfully:
  • Set and delivered operational planning across a range of products and business functions.
  • Managed cross functional teams and multisite operations in fitness or comparable industry.
  • Designed and delivered effective project management across a multi-site business.
  • Been agile and reacted to change successfully.
  • Work across different products and projects simultaneously.
  • Utilised management/digital tools such as Asana to manage people.
  • Managed people – Influenced and impacted on a positive people culture.

What we offer

In addition to a competitive salary package, we offer free classes and discounted physio and massage, incremental holidays, contributory pension, cycle to work and CPD opportunities.


Please send your CV to recruitment@ten.co.uk