Senior head of department in London

The Division Manager is responsible for the overall leadership, performance, and day-to-day operations of a fitness & Wellness facility within MTM Group in Qatar. This role is pivotal in ensuring the seamless delivery of a premium member experience while maintaining the highest standards across all operational, commercial, and service functions.

The Division Manager will oversee all aspects of the facility, including membership sales performance, retention strategies, staff management, and operational efficiency. They are accountable for driving revenue growth, optimizing member engagement, and ensuring the facility consistently meets both commercial targets and brand standards.

A key component of the role involves leading and developing a multidisciplinary team, including sales, front of house, and fitness staff, ensuring high levels of accountability, productivity, and service excellence. The Division Manager must foster a strong performance culture, implement structured processes, and continuously elevate team capability through coaching and oversight.

From an operational perspective, the role requires strict adherence to health and safety standards, facility maintenance, scheduling, and service delivery protocols, ensuring a smooth and professional environment at all times. The Division Manager will also collaborate closely with senior leadership to execute strategic initiatives, marketing campaigns, and business development opportunities aligned with MTM Group’s growth objectives.

Ultimately, this position demands a results-driven, commercially aware, and people-focused leader who can balance operational control with customer experience, delivering a facility that is both high performing and aligned with MTM Group’s premium brand and service values.

• 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.