Head of Operations in Bury St Edmunds

In this role, you will provide operational leadership across all Abbeycroft facilities, ensuring safe, clean and welcoming environments aligned with financial and organisational goals. The role leads and develops General and Centre Managers, strengthening capability, succession and high performance across the operational workforce. You will ensure all products, programs and services—including Aquatics—are developed, monitored and evaluated against customer, financial and social‑impact KPIs. As a member of the Senior Management Team, you will act as the operational lead for Health & Safety, working closely with the Head of Safety and Compliance to maintain full site‑wide compliance. You will also set and oversee operating standards and processes that drive commercial performance and community impact. Supporting asset management and lifecycle planning, ensuring planned and reactive maintenance is efficient and cost‑effective, while championing environmental sustainability to reduce utilities consumption, operational costs and emissions.

37 hours per week. Flexible location — work from any of our centres or offices, with remote working available where business needs allow.

Abbeycroft can offer you:

• A Multisite membership
• A discounted multisite membership for someone that lives with you
• Free child swims (Not lessons)
• Annual Leave entitlement
• Pension Scheme with NEST
• Opportunities for career development and progression

We also offer Westfield Health Benefits which include Mental, Physical health and financial support, a 24/7 Doctor Line TM, access to Together all and generous Highstreet discounts and cashback.

Key Responsibilities:

• Lead business and service planning across all facilities, develop long‑term organisational strategies with senior leadership, and drive strategic delivery through strong cross‑functional collaboration.
• Implement systems of work that improve customer experience, service quality and compliance with HR, H&S and financial procedures and evaluate performance (H&S, NPS, satisfaction, retention).
• Oversee planned and reactive maintenance, support lifecycle planning and manage contractors.
• Ensure robust operational Health & Safety across all sites through effective risk management, continuous monitoring, and a strong safety‑first culture working closely with teams to maintain and improve compliance, contribute to Health & Safety meetings, and collaborate with managers and compliance leads to keep the Quality Management System current, consistent, and fully embedded in daily operations.
• Maintain an effective Quality Management System and lead external accreditations (e.g., Quest).
• Drive team performance and talent development, lead initiatives to boost staff engagement and retention, and represent Operations at key internal and external meetings.
• Support and promote stakeholder and contract management through liaison meetings, formal reporting and external representation.
• Support environmental management and carbon‑reduction initiatives across operations.
• Achieve financial and sales targets by monitoring performance and KPIs, taking action to improve results, and producing high‑quality plans and reports for executive review.

Requirements:

Essential:

• Proven leadership of multi‑site operations and people development (including succession planning).
• Budgeting, business planning and performance management.
• Knowledge of leisure operations, programming and CRM/membership systems.
• Demonstrable responsibility for operational Health & Safety implementation and compliance.
• Experience supporting asset/maintenance management and contractor oversight.
• Proven experience in driving income growth, controlling costs, enhancing quality, leading continuous improvement initiatives, and maintaining high customer service standards.

Desirable:

• Degree in leisure/sports science/management or equivalent.
• Project Management qualification.
• Knowledge of environmental management and sustainability initiatives.

Qualifications:

A relevant management qualification (e.g. HND/NVQ5 or equivalent) and/or considerable leisure industry management experience.

Closing Date: 6th March. Early applications are encouraged as Abbeycroft reserves the right to close the vacancy before the stated closing date if a suitable applicant is found. Interviews will take place on a rolling basis as applicants meeting the criteria are identified. To apply, please submit your CV along with a cover letter outlining how your skills and experience align with the role.