Community & Operations Manager

Roar is seeking motivated and talented team members with a high work ethic and personal drive to grow and develop within an entrepreneurial expanding fitness brand willing to invest in its people.

Roar is one of London’s leading private personal training brands specialising in body transformations. Our clients range from busy city workers to celebrity and TV personalities, all looking for the very best private facilities and trainers in London. Our team and our founders are all passionate about health and fitness and proud to be part of such a great brand focussed on delivering clients industry leading results.

The Role:

The Community & Operations Manager role requires a high energy individual with a passion for the fitness industry and who thrives in a fast-paced customer facing setting.

You will be able to suggest and implement novel and innovative solutions to operational challenges, supported by your wider knowledge of customer service and supporting processes.

You will be able to analyse information to be able to prevent and identify any operational issues as well as lead with problem resolution where required.

At all times you will support the Leadership Team to help identify and achieve goals set for the brand’s continued success and help us in creating a world class fitness experience.

You will be a key player in our clients’ journey, building systems to drive the Roar culture and helping to ensure that every client enjoys a flawless fitness experience.

Key Responsibilities:

Oversee all daily site operations ensuring excellence and maintaining high standards at all times

Developing and managing client retail experience both online and in-house

Managing gym floor schedules and client/personal trainer allocation process

Developing client loyalty schemes and identifying brands and opportunity to build our offering

Maintaining statistical and business reporting to measure KPIs including membership, attendance, retention and sales

Managing front of house operating procedures and client administration, including client packages/payments/renewals/credit control process with a full knowledge of all systems

Managing client complaints procedures and client escalation process

Managing fire/health and safety compliance

Working with the leadership team to develop new products and managing procurement process

Maintain front of house to welcome current and prospective clients, responding to daily enquiries and organising site visits and client consultations.

Helping to create a fun environment for clients and promoting a strong sense of community both on a daily basis and through creative initiatives and events.

About You:

You will be a self-starter with energy, personality, ambition and a passion for health and fitness

All about people and delivering outstanding service and customer experience, every time!

Previous operational experience within a premium and service driven setting

Personable, confident and able to build relationships with everyone

Confident communicator, negotiator and problem solver with experience managing complaints procedures

Commercially astute and confident in promoting new business and sales

Advanced knowledge of MS Office programs, sound numeracy/budget management and the ability to read data and translate this into usable insights

Highly organised with attention to detail and a passion for resolving issues and implementing new process to ensure smooth running of operations

A flexible approach to work as early mornings and evenings will be required

Your commitment:

This role is full time on-site, working 5 days per week with specific 9-hour shift patterns between 7.30 am and 7.30 pm including some weekend email cover.

Please note: we will only consider applications that include a covering letter.

Pay: £30,000.00-£35,000.00 per year

Benefits:

Company pension

Gym membership

Health & wellbeing programme

On-site gym

Work Location: In person