Director of Operations

Hussle (now part of EGYM Wellpass) is the UK's leading fitness marketplace. We provide companies with fitness-as-a-benefit for their employees to access thousands of fitness venues across the country through one simple pass. We collaborate with companies such as AXA Health and Bupa in supporting people on their fitness journey by providing flexible access to some of the best fitness brands in the UK. In doing so, Hussle creates a thriving ecosystem for both gym goers, gym owners, and companies that promote health and wellbeing. The role: The Director of Operations will play a key role at Hussle where you will join the UK Senior Leadership Team and will be responsible for all operations within the business, reporting into the Chief Operating Officer. This is a strategically important role at the cross-section of where our customers, gym operator partners and corporate clients meet. You will take over a small but experienced team and will be expected to scale this in line with the growth of the business, making decisions on operational efficiencies vs hiring to achieve this. Following our recent acquisition by EGYM Wellpass you will have a direct peer group across Germany, France and the US to collaborate with, and to help accelerate the growth and maturity of the UK business. What it involves: Onboarding, account management and retention of our corporate and gym operator partners Contract renegotiation and optimisation of commercial terms with corporate and gym operator partners Customer, corporate and gym partner support services Customer fraud monitoring and partner contract compliance including mystery shopping Monitor customer, corporate and gym operator partner satisfaction Contribute towards product development based on researched feedback from customers, corporate and gym operator partners and oversee the testing of new functionality Third party supplier management Recruitment, management and training of the Operations team OKR setting, measuring and reporting Contribute towards company budgeting and forecasting Supporting the COO with strategic and ad hoc projects to improve the business, including business integration with EGYM Who you are: Previous experience in a senior leadership role within the Operations function which likely included account management, client success, customer services, partner onboarding, partner retention, procurement, contract negotiation and optimisation, fraud & compliance, product development, third party supplier management, recruitment, training, budgeting and forecasting. B2B experience, ideally within a marketplace, SAAS, or corporate benefits business. Scale-up / fast-growth experience would be a an advantage in this role. Highly capable of creating and optimising key business processes, identifying and managing key success metrics. Very comfortable with data and analysis to enable you to identify and understand opportunities or issues, and then communicate these effectively to relevant stakeholders. Ideally you will be able to ‘self-serve’ rather than rely on analysts or BI functions. Exceptional communication and presenting skills, comfortable within a senior management team environment with experience presenting at Board level. Confident at handling objections and negotiating a good outcome for all parties. Plenty of resilience, low ego, and a desire to consistently and proactively improve the business. A highly logical and organised approach to work. Used to working with sales tools like Salesforce (or similar), customer services platforms like Zendesk (or similar), and operational efficiency platforms like Monday (or similar). Extremely self-aware with a real hunger to learn and progress. Previous company post-merger integration experience would be beneficial. Experience of the health and fitness industry on a professional or personal level (nice-to-have). What we can offer you: A salary of £75-80,000 pa Free access to the fitness services listed on Hussle A hybrid role - initially WFH, then 2-3 days per week in a new central London office (exact location tbc)

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