Division Manager

Overview

Operational Management

• Oversee all day-to-day operations of the fitness facility, ensuring it runs efficiently, safely, and in accordance with MTM Group protocols.
• Ensure all equipment, amenities, and group fitness areas are maintained to the highest standards of cleanliness and functionality.
• Enforce compliance with health and safety regulations, facility rules, and hygiene protocols.
• Implement and oversee standard operating procedures (SOPs) across all departments.

Team Leadership & Staff Management

• Lead, supervise, and develop a diverse team of personal trainers, receptionists, cleaners, and group fitness instructors.
• Schedule and manage shifts, leave, and staff rotations to ensure optimal coverage.
• Conduct regular team meetings, performance appraisals, and one-on-one coaching sessions.
• Foster a motivating and empowering work culture centered around teamwork, accountability, and customer service excellence.

Member Engagement & Retention

• Ensure a welcoming, professional, and comfortable environment for all members and visitors, with a strong focus on hospitality, inclusivity, and privacy.
• Handle member concerns and feedback with empathy, professionalism, and timely resolution.
• Implement member retention initiatives, including loyalty programs, engagement events, onboarding journeys, and follow-up processes.
• Monitor member satisfaction metrics (NPS, reviews, surveys) and take corrective actions as needed.

Sales & Revenue Performance

• Collaborate with the sales team to drive membership sales, renewals, and upgrades.
• Track and analyze facility KPIs, including membership targets, attrition rates, group class attendance, and personal training revenue.
• Execute local marketing initiatives and work closely with the Commercial team on campaigns.
• Ensure all team members actively contribute to upselling and cross-selling of services.

Facility Presentation & Brand Compliance

• Maintain consistently high standards of cleanliness, ambiance, and visual presentation in line with MTM Group brand guidelines.
• Ensure all digital screens, posters, and member touchpoints are current and aligned with ongoing promotions or campaigns.
• Enforce uniform compliance, grooming standards, and service etiquette across all departments.