Head of Business Operations

Responsibilities:

Profitability & Commercial Performance:

• Own the studio's P&L: revenue, costs, gross margin, and EBITDA  with full accountability for monthly and annual financial performance.
• Develop and execute the annual operating plan and budget in partnership with the CEO; manage budget variance.
• Work with the CEO to set pricing strategy across memberships, classes, café offerings, sauna experiences, and partnerships  balancing premium positioning with member accessibility.
• Identify and unlock margin-expansion opportunities through cost optimisation, vendor renegotiation, and revenue-mix improvements.
• Drive top-line growth: new member acquisition, retention, average revenue per member (ARPM), and ancillary revenue (café, retail, events).
• Build the commercial dashboard  track and report KPIs (membership growth, retention, attendance, ARPM, LTV, CAC, NPS) and lead monthly business reviews with the CEO. 

Operational Mastery & Systems:

• Design, document, and continuously refine Standard Operating Procedures (SOPs) across all departments making excellence repeatable and scalable. 
• Oversee daily operations to ensure seamless integration between the Arena, Café, Sauna, and back-of-house functions.
• Own inventory management, procurement, vendor relationships, and supply chain  driving both cost efficiency and quality consistency.
• Manage the operating systems stack (CRM, POS, scheduling, gym management)  ensuring data integrity, reporting accuracy, and tool optimisation.
• Anticipate operational risks, bottlenecks, and capacity constraints; design proactive solutions before they affect the member experience. 

Service Excellence & Member Experience:

• Own the end-to-end member experience from first touch to long-term retention Sustain an optimal Customer Satisfaction Score (CSAT) and maintain a positive feedback rate month-on-month. 
• Set and uphold service standards across the Arena, Wellness Café, and Sauna; conduct regular walkthroughs, mystery audits, and quality reviews.
• Lead the design and delivery of member journeys, signature moments, and brand-defining experiences that drive loyalty and word-of-mouth growth.
• Partner with Marketing and Wellness leadership on events, brand collaborations, and community-building initiatives that extend the business’ ecosystem.
• Resolve escalated member concerns with composure, intelligence, and brand integrity  turning friction points into trust-building moments.

Cultural Leadership and Team Development:

• Lead the studio's department heads (Café, Sauna, Maintenance, Customer Experience)  building a high-performing, mutually accountable leadership bench.
• Own talent strategy: workforce planning, recruitment, onboarding, performance management, growth pathways, and succession planning across all departments.
• Ensure performance reviews and required training are completed on schedule, and create the conditions for talent to grow with the brand.
• Foster cross-departmental collaboration through structured rituals, team huddles, leadership reviews, and culture moments that keep the team aligned and energised. 

Brand Integrity, Safety & Compliance:

• Safeguard brand integrity across every touchpoint — communications, signage, uniforms, environment, and in-space presentation. 
• Ensure full compliance with health, safety, hygiene, employment, and licensing regulations applicable to the studio.
• Maintain up-to-date staff certifications, facility permits, and statutory documentation as required by local law.
• Embed sustainability and operational stewardship into how the business runs day to day. 

What success looks like:

Success in this role is measured at the intersection of commercial performance, service quality, and cultural strength. Within the first 12 months, the Head of Business Operations will be expected to: 

• Commercial Performance — deliver on the annual revenue and EBITDA plan; maintain operating expenses within ±5% of budget; grow ARPM and member LTV year-on-year. 
• Service Excellence — sustain CSAT ≥ 4/5 and 90%+ positive feedback month-on-month; reduce member complaints and increase organic referrals. 
• Team & Culture — achieve 100% completion of performance reviews and training; visible improvement in team engagement and leadership maturity. 
• Operational Harmony — every department operating with clear SOPs, accountability, and cross-functional flow; 90%+ facility uptime.
• Brand Integrity — every guest journey, from check-in to exit, embodies the calm precision and mindful beauty that define the business. 
• Leadership Presence — lead with composure, empathy, and conviction — recognised internally and externally as the operational face of the brand. 

Requirements:

• Bachelor's degree in Business, Operations, Hospitality Management, or a related field; MBA or equivalent is a plus. 
• 8–12 years of progressive experience in operations leadership within hospitality, wellness, fitness, lifestyle retail, or other premium-service environments.
• Proven track record of owning a P&L and delivering on profitability, growth, and service targets simultaneously.
• Demonstrated experience leading multi-disciplinary teams and managing other managers not just individual contributors.
• Strong commercial and analytical fluency: budgeting, financial reporting, pricing, and operational economics.
• Proficiency with CRM, POS, gym management, and project management tools (e.g., Gym Master, Asana, Trello, Notion).
• Deep understanding of premium or luxury customer experience design and brand-led service operations. 
• Calm under pressure; solutions-driven; emotionally intelligent. 
• A natural systems-thinker with an instinct for aesthetic detail.
• Equally comfortable with a spreadsheet, a difficult conversation, and a member walk-through.
• Believes in service as a craft, leadership as a discipline, and beauty as a standard.
• Quietly ambitious for the business, the team, and themselves.