Head of Operations

Location:

Department:

Reports To:

Employment Type:

Industry:

Role Overview

Head of Operations

Key Responsibilities

Facility & Operations

• Lead daily operations across sports facilities, fitness zones, and recreational areas.
• Ensure smooth running of booking systems (slots, memberships, events, payments).
• Maintain high hospitality standards: cleanliness, safety, customer comfort, and equipment readiness.
• Liaise with vendors for sports gear, hospitality services, and facility upkeep.

Guest Experience & Engagement

• Deliver

  hospitality-level guest service

  across all touchpoints.
• Resolve customer issues swiftly, ensuring a high Net Promoter Score (NPS).
• Build loyalty programs, membership drives, and engagement initiatives.
• Oversee sports leagues, tournaments, and community-focused events.

Business & Financial Management

• Manage

  P&L

  , budgets, and operational efficiency.
• Develop strategies to increase bookings, memberships, and event participation.
• Forge partnerships with corporates, schools, hotels, and local communities.

Team Leadership

• Lead a cross-functional team of trainers, front-office managers, event staff, and ground crew.
• Hire, train, and motivate teams in line with

  hospitality and sports service standards

  .
• Build a performance-driven, customer-first culture.

Growth & Strategy

• Work closely with founders on expansion, new offerings, and brand positioning.
• Implement tech solutions for CRM, digital engagement, and customer experience.
• Benchmark with leading sports clubs and hospitality venues to stay competitive.

Candidate Profile

• Education:

  Graduate / Postgraduate in

  Sports Management, Hospitality Management, or Business Administration (MBA preferred)

  .

• Experience:

  6–10 years in

  sports facilities, recreation clubs, fitness centres, or hospitality operations

  , with at least 3 years in a leadership role.
• Strong expertise in

  customer service, facility operations, and team management

  .
• Financial acumen with a track record of managing budgets and profitability.
• Passion for sports, fitness, and creating outstanding guest experiences.

What We Offer

• Competitive salary with performance-based incentives.
• Opportunity to grow with a

  fast-scaling sports & lifestyle brand

  .
• A dynamic, young, and sports-driven work culture.