Head of Operations

SUMMARY The Head of Operations and Sales will be a dynamic, experienced and results driven leader to direct our multi-faceted health and wellness facility in El Segundo.

The ideal candidate will be a strategic leader with a passion for health, wellness and longevity; possessing the ability to optimize labor, enhance the customer journey, drive revenue, and ensure operational excellence across all departments. In addition to overseeing day-to-day operations, this position will play a crucial role in fostering collaborations with marketing, sales, and community outreach efforts, as well as ensuring compliance with regulatory requirements and maintaining high standards of cleanliness and maintenance.

We are looking for a visionary leader with a commitment to delivering exceptional customer experiences and driving business growth through strategic partnerships and community engagement.

ESSENTIAL FUNCTIONS  

Team Leadership

• Foster a positive and inclusive team culture that promotes collaboration, innovation, and a strong sense of purpose aligned with the company’s mission and values.
• Provide ongoing training, coaching, and professional development opportunities to empower team members to achieve their full potential and contribute to the success of the facility.
• Collaborate with departmental leaders to optimize the customer experience and understand the customer’s needs to provide a frictionless health journey.
• Lead the recruitment and selection process for building a high-performing sales and operations team, including defining job roles, conducting interviews, and making hiring decisions.
• Lead, mentor, and motivate the operations and sales team to achieve individual and store sales targets.

Communications and Collaboration

• Facilitate effective communication and collaboration among team members, departments, and external partners, promoting transparency, trust, and mutual respect.
• Conduct regular team meetings, huddles, and brainstorming sessions to foster idea sharing, problem-solving, and cross-functional collaboration on key initiatives.
• Encourage open feedback channels, constructive discussions, and a culture of learning and feedback to drive innovation and continuous improvement across the organization.

 Sales Strategy and Performance

• Ensure efficient and effective sales processes and workflows to streamline operations and enhance customer experience.
• Develop and execute community-centric sales strategies, engaging local residents and businesses to build a strong and supportive network.
• Collaborate with the marketing lead to  develop and implement sales strategies tailored to the individual targets in the South Bay and surrounding area.  These will include B2C and B2B opportunities.
• Identify key market segments and develop targeted sales strategies to capture  new customers and drive revenue growth.
• Use market data and community knowledge to deploy the sales team in targeted segments while tracking results and adjusting regularly.
• Focus strategies to maximize membership sales revenue with emphasizing personalized sales approaches tailored to individual needs.
• Plan and execute promotional sales events and campaigns to attract new members/guests and enhance retention rates, incorporating personalized sales messaging and experiences.
• Work with Sales Lead to develop KPIs to monitor sales metrics and performance indicators to evaluate team and individual performance.
• Implement CRM software or other tools to streamline sales workflows, track customer interactions, and analyze sales data for actionable insights.
• Analyze sales data and generate regular reports to evaluate progress and identify areas for improvement, leveraging insights to refine personalized sales strategies

Member Experience and Relationship Management

• Ensure exceptional member experiences by fostering a culture of personalized service and attention to detail, guiding the operations and sales team to customize a la carte offerings based on individual goals.
• Build and maintain strong relationships with current and prospective members and guests ensuring their needs are met and expectations exceeded through personalized sales interactions.

Operations Management 

• Oversee the day-to-day operations of the facility, ensuring it is well-maintained, clean, and safe for customers, team members, and visitors.
• Develop and implement operational protocols, safety procedures, and emergency response plans to mitigate risks and ensure regulatory compliance.
• Coordinate with facility management vendors, contractors, and service providers to schedule maintenance, repairs, and upgrades as needed, optimizing operational efficiency and cost-effectiveness.
• Own the safety and security of the facility as the point of contact for all access control and security tools.
• Analyze operational workflows, identify inefficiencies, and streamline processes to improve productivity, improve customer experience, and enhance overall operational efficiency.
• Implement labor management principles, continuous improvement methodologies, and operational best practices to optimize resource allocation, minimize waste, and maximize output.

Financial Management and Budgeting

• Develop and manage operations and sales budgets, allocating resources effectively to optimize productivity and ROI.
• Collaborate with the finance team to develop accurate forecasts and opportunities to optimize the mix of business.
• Develop and manage budgets for sales, marketing, operations, and other key areas, ensuring alignment with revenue targets and profitability goals.
• Monitor financial performance through regular analysis of key metrics, such as customer acquisition cost, lifetime value, labor management, inventory control, and return on investment (ROI).
• Identify opportunities for cost optimization, revenue maximization, and investment in growth initiatives, presenting financial reports and recommendations to stakeholders.

Compliance and Regulatory Oversight

• Ensure compliance with industry regulations, data privacy laws, and ethical standards relevant to the health and wellness industry, maintaining a high level of integrity and transparency.
• Implement best practices for data security, customer confidentiality, and risk management, safeguarding the startup's reputation and customer trust.
• Stay updated on regulatory changes, industry standards, and certification requirements, guiding the startup's compliance efforts and risk mitigation strategies.