The Role

Salary: £60,000

Hours: Full-time, 40 hours per week, with flexibility across early mornings, evenings and occasional weekends

Location: West London

Start Date: December 2026

Reporting to: Senior Leadership Team

Take full ownership of the day-to-day operation, ensuring consistently exceptional standards across fitness, spa, treatment, recovery and hospitality spaces.
Implement, embed and continuously improve SOPs across all areas of the business.
Create robust systems and processes that enable the operation to run efficiently without reliance on day-to-day firefighting.
Ensure opening, closing, cleaning, maintenance and operational standards are consistently delivered.
Oversee facilities, contractors and suppliers, ensuring issues are identified and resolved quickly.
Maintain complete oversight of health & safety, risk assessments, compliance and relevant regulatory requirements.
Build operational foundations capable of supporting future growth and additional locations.

Take ownership of the spa and treatment operation, ensuring it delivers both an exceptional client experience and strong commercial performance.
Lead and support therapists and wellness practitioners, establishing clear service protocols and luxury treatment standards.
Ensure treatment rooms, spa and recovery areas are consistently maintained and presented to the highest standard.
Monitor treatment utilisation, therapist productivity, rebooking, average spend and overall spa revenue.
Continually evaluate the treatment and recovery offering, identifying opportunities to improve the proposition, utilisation and profitability.
Ensure consultations, treatments, recommendations and aftercare create a seamless and personalised client journey.
Oversee appropriate spa operating procedures, hygiene protocols, treatment documentation and compliance.
Work with the wider team to ensure the spa feels fully integrated into the overall member experience rather than operating as a standalone department.

Ensure classes, personal training and wider fitness experiences operate seamlessly from a member perspective.
Monitor utilisation, capacity and member feedback to identify opportunities to improve performance.
Ensure coaches and fitness professionals understand and contribute to the wider service standards and member journey.
Create strong operational alignment between fitness, spa, front of house and hospitality.

Develop and manage budgets, forecasts, payroll and operating costs.
Monitor performance across memberships, fitness, treatments, recovery and additional revenue streams.
Use data and KPIs to understand performance and implement clear actions where required.
Identify opportunities to improve revenue, utilisation, productivity and operational efficiency.
Provide senior leadership with clear, commercially focused reporting and recommendations.

Recruit, onboard, lead and develop a high-performing multidisciplinary team.
Build clear management structures, responsibilities and accountability across departments.
Set measurable KPIs and service standards and hold individuals accountable for delivering against them.
Conduct regular one-to-ones, performance reviews and team meetings.
Identify and develop internal talent, empowering managers and team members to take genuine ownership.
Build a culture centred around excellence, professionalism, collaboration and continuous improvement.
Ensure teams across fitness, spa and front of house operate as one cohesive unit rather than separate departments.

Work closely with marketing and brand teams to support member acquisition, retention and engagement.
Identify local partnerships, corporate opportunities and collaborations that can drive awareness and revenue.
Support events, activations and community initiatives that strengthen the business's position within the local market.
Ensure operational teams understand their role in supporting sales and commercial performance.
Act as an ambassador for the business and build strong relationships across the local wellness community.

Work closely with senior leadership to identify opportunities to improve and evolve the existing business.
Contribute operational and commercial insight to wider company strategy.
Support future site openings and expansion, using learnings from the existing operation to build scalable systems and processes.
Help establish the operational blueprint required for successful multi-site growth.
Play an active role in shaping the long-term reputation, culture and direction of the business.

The Person

You Are:

A highly accomplished operator who combines luxury service standards with strong commercial instincts.
Someone who notices the details others miss and takes genuine pride in creating exceptional environments.
A visible, hands-on leader who is comfortable being on the floor with their team while maintaining strategic oversight of the business.
Commercially ambitious and motivated by improving performance rather than simply maintaining the status quo.
Highly organised, proactive and solutions-focused.
An inspiring people leader who can create accountability without compromising culture.
Comfortable working in a fast-moving, entrepreneurial business where structures and processes continue to evolve.
Passionate about fitness, wellness and the future of preventative health and recovery.

Significant operational experience within a luxury or premium spa environment is essential.
Previous experience as a General Manager, Operations Manager or similar leadership position.
Experience overseeing therapists, treatments and spa or recovery operations.
Strong understanding of the standards, protocols and client journey expected within luxury spa and hospitality environments.
Proven experience significantly contributing to a P&L, including budgeting, forecasting, cost management and revenue growth.
Experience leading and developing multidisciplinary customer-facing teams.
Strong commercial experience across sales, retention and revenue optimisation.
Demonstrable experience implementing SOPs, operational processes and performance standards.
Excellent understanding of health & safety, compliance and operational risk.
Experience within fitness, health clubs or a broader wellness environment is highly desirable.