Operations Manager

• Are you ready to hit the ground running in a flexible, fast-paced environment and contribute to the success of a growing company?
• We pride ourselves on outstanding support
• As part of our Operations team based in London, you will play a key role in delivering the high service levels our clients expect while developing valuable skills across client support, operations, and technology in the exciting ‘fitness as a benefit’ sector
• Team: Corporate Operations
• Objective: Support our Corporate Sales teams throughout the signing process, from offer generation and contract management to client onboarding and invoicing
• Team verticals
• Members: users of the EGYM Hussle employee benefit
• Partners: our partner gyms, such as Nuffield Health, Village Hotels, Fitness First, Everyone Active
• Corporates: our corporate clients, such as Michael Page, Acorn Group, Dentsu and Fever Tree
• Missions:
• Client support: Respond to customer emails regarding billing issues, outstanding payments, dashboards, whilst liaising with the Sales teams and following existing processes
• Onboarding: Manage client onboarding, create the client in our systems and ensure the accuracy of client data and contracts in our systems – experience in using Salesforce and Intercom would be beneficial
• Project management: Lead and deliver internal and cross-functional projects related to the Corporate Operations roadmap (tool migrations, customer experience improvements and process automation)
• Process optimisation: Improve and optimise our processes to make them more efficient by identifying friction points, automation opportunities, and documenting processes. Experience in using AI tools such as Gemini, N8N and Claude would be advantageous
• Reporting: Produce regular reports and analyse them to track SLA’s and KPIs
• Your training goal for your first 6 months:
• Tool mastery: Master all tools and become familiar with all processes within the first month
• Ticket autonomy: Become fully autonomous in ticket management and able to respond to clients within defined SLAs within 3 months
• Project delivery: Become comfortable handling side projects within 3 months
• Process improvement: Challenge existing processes and implement value-adding improvements within 6 months
• Impact measurement: Be able to measure the impact of improvements through OKRs and KPIs within 6 months

Benefits

• Development budget
• Internal trainings
• 30 days of holiday
• EN & DE language courses
• Flexible working hours
• Hybrid work model
• Sabbatical
• Wellpass membership
• Lease a bike
• Company & team events
• Corporate Benefits
• Inhouse gym

• Experience: Minimum 3 years in a similar B2B role
• Rigor & interpersonal skills: Highly organised and committed, with strong interpersonal skills when dealing with corporate clients
• Education: Ideally educated to degree level or equivalent in a business related field
• Communication skills: Excellent written and verbal communication skills
• Adaptability: Adaptable, attentive, and empathetic, able to tailor communication to different internal and external stakeholders and provide customer centric solutions that are commercially viable
• Client communication: Previous experience in client communication, customer administration, and customer satisfaction is essential – you should be operating to a high standard
• English: Fluent written and spoken English

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