Operations Manager (m/f/d)

Hussle (now part of EGYM Wellpass) is the UK’s leading fitness marketplace. We provide hundreds of companies with fitness-as-a-benefit at thousands of venues nationwide through one simple pass. By collaborating with partners like AXA Health, Bupa, and IWG, we create a thriving ecosystem for gym-goers, owners, and health-conscious organizations.

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 Role

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
  
  

• 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

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

• 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

• Modern Culture: Be part of a modern and international company culture where talent and passion are welcomed, heard, and part of the decision-making process

• Continuous Development: Develop your skills with varied, challenging tasks and regular feedback to benefit from a steep learning curve

• Fit & Healthy: Free use of the fitness venues across the Hussle network in the UK

• Work-Life-Balance: Benefit from flexible working hours and 26 days of vacation per year

• Compensation: Starting salary between £35,000 and £39,500, reviewed annually in line with your performance

• Mentoring Program: Exchange knowledge and grow together across teams and locations through our self-organised mentoring platform

• Hybrid Working: Work 2–3 days per week in our stunning new central London office in Paternoster Square, next to St Paul's Cathedral that has its own on-site gym

• Fresh fruit, tea, coffee: Available in our office to keep you refreshed and energized throughout your workday

• Discounts: Get a variety of great discounted offers, from fashion to leisure, through

• our employee benefits portal

• Annual workation: Choose to work from almost anywhere in the world for up to 4 weeks

• Additional private health insurance: Support employees’ long-term health and security

• Discovery: 45-minute initial interview with Dolihane, Talent Acquisition Partner, to discuss your background and motivations
• Case study: Take-home assignment with one week to demonstrate your skills and analytical abilities
• Operations deep dive: Interview with James, Operations Director, to explore your methods and approach
• Strategic vision: Meeting with Zlatiana VP Operations, to discuss the impact of your role on operations and strategy
• Culture interview: Final interview with one of the VPs to assess cultural fit and alignment with the company values