Job Description

About the Opportunity

Our client is an international fitness and wellness operator preparing to open its first club in Thailand. This is an early-stage opportunity for an experienced operations and service leader to help build the local club operations foundation, team culture, and member experience from the beginning.

The role focuses on frontline team leadership, daily club operations, service quality, member experience, SOP discipline, and overall club readiness. It is suited to someone who is hands-on, structured, people-oriented, and comfortable working in a high-traffic customer-facing environment.

This is not a back-office operations role. The successful candidate will be visible on-site, close to the team, close to the members, and involved in daily execution.

Key Responsibilities

1. Team Leadership and Development

• Build, lead, and manage frontline service and club support teams.
• Support recruitment interviews, onboarding, training, shift planning, and daily team supervision.
• Assign tasks, monitor execution, and follow up on team performance.
• Provide coaching, feedback, and service guidance to improve team performance.
• Develop team members' service mindset, communication skills, problem-solving ability, and operational discipline.
• Help create a reliable and member-focused team culture.

2. Service Quality and Member Experience

• Lead the team to deliver professional, friendly, and consistent service to members and guests.
• Maintain service standards across different shifts and operating periods.
• Ensure team members follow company SOPs, service standards, opening and closing procedures, and reporting requirements.
• Handle member inquiries, feedback, complaints, and on-site service issues in a professional and timely manner.
• Identify recurring service issues and recommend practical improvements.
• Support a positive, consistent, and welcoming member experience.

3. Daily Club Operations

• Support club opening preparation, including SOP implementation, service flow setup, team readiness, and opening checklist preparation.
• Oversee daily on-site operations across front desk areas, member service areas, cleanliness, facility condition, and overall club readiness.
• Monitor operational standards throughout the day and follow up quickly when issues arise.
• Coordinate with internal teams on membership-related issues, repair or maintenance requests, and other operational follow-up items.
• Ensure the club environment remains clean, safe, organized, and ready for member use.

4. Reporting and Coordination

• Track key operational indicators such as member traffic, service issues, complaint volume, team attendance, and site readiness.
• Provide regular operational updates to the Senior Club Manager.
• Report issues, risks, and improvement suggestions clearly and professionally.
• Communicate with regional headquarters and senior management in English when required.
• Work closely with internal teams to ensure smooth daily operations and timely issue resolution.

Candidate Requirements

• Experience in fitness center operations, chain retail store management, club operations, branch operations, or another high-traffic customer-facing service environment.
• Strong frontline team management experience.
• Proven ability to coach teams, maintain service standards, and follow up on daily execution.
• Strong communication, problem-solving, and coordination skills.
• Able to work with cross-functional teams and senior stakeholders.
• Comfortable working in a fast-paced, member-facing environment.
• Good Thai communication skills.
• Able to communicate in English with regional headquarters and senior management.
• Able to work a flexible full-time schedule based on club operations and business needs.

Preferred Background

• Fitness center, gym, health club, sports club, or member-based service operations.
• Chain retail, lifestyle, wellness, entertainment, or high-volume service operations.
• New store opening, new branch opening, club opening, or pre-opening experience.
• Experience managing shift-based frontline teams.
• Experience handling customer complaints, service recovery, and daily service standards.
• Experience working with SOPs, checklists, operating procedures, and service reporting.

What the Client Offers

• Opportunity to join an international fitness brand at the first-club launch stage in Thailand.
• A key role in building the local service culture, member experience, and operations foundation.
• International training exposure after onboarding.
• Career growth potential as the business expands in Thailand.
• A hands-on leadership role with clear ownership of daily club service and operations.