OPERATIONS & AREA MANAGERLIVE WELL GROUP

About Live Well

Live Well Group is a fast-growing NSW health and fitness operator behind Live Well Health Clubs, Live Well Women's and Live Well Express. We build premium wellness spaces: gyms, Reformer Pilates, Group Fitness, recovery and crèche, with personal service.

With four clubs trading and more growth ahead, we are looking for an Operations & Area Manager to run the group day to day and lead our next stage of growth.

The Role

You will own the operating performance of every Live Well club: revenue, membership growth, people, member experience, facilities, safety and compliance. You link the Managing Director and clubs, converting direction into standards, rosters, sales results and successful openings.

- Position: Operations & Area Manager
- Reports to: Founder & Managing Director
- Leads: Club Managers, Assistant Club Managers and operational teams across all Live Well Group locations
- Location: Based at Live Well Health Clubs – Rouse Hill, with regular travel across all locations
- Employment: Full time

The goal is simple: every club runs successfully, efficiently and consistently, without needing constant intervention from the Directors.

What We Expect From You

- Ownership. Own the performance of every club.
- Urgency. Prioritise, act and follow through. Urgency never means rushed or unsafe decisions.
- Problem-solving. Fix issues proactively. Reporting an issue is not the same as resolving it: every issue gets an owner, a timeframe, a corrective action and a documented outcome.
- Presence. Be on the floor with planned and unannounced visits, not behind a desk.
- Accountability. Lead and coach Club Managers against KPIs; verify outcomes.
- Solutions, not just problems. Escalate material risks with proposed solutions.
- Hands-on. You will step in on reception, sales, tours and member enquiries whenever a club needs it.
- Professionalism. Act confidentially, fairly and consistently.

Our Clubs

- Live Well Health Clubs – Rouse Hill
- Live Well Health Clubs – Gables
- Live Well Women's – Gables
- Live Well Health Clubs – Eastern Creek

The role grows with our pipeline.

Key Responsibilities

This hands-on role owns these outcomes across clubs, directly or through Club Managers.

1. Multi-Club Operations

- Oversee every brand's daily operations, seven days a week, including unstaffed 24/7 periods.
- Complete a documented operational audit of every club every week, plus scheduled and unannounced follow-up visits at different times of day.
- Inspect gym floors, reception, bathrooms, change rooms, studios, saunas, recovery areas, supplement bars and Kids Clubs.
- Verify Club Managers' daily checklists and duties.
- Review peak, off-peak, early, evening and weekend staffing.
- Maintain each club's action register and confirm closure.
- Write and maintain the Live Well Operations Manual, applying consistent procedures across the network while allowing for each club's needs.
- Fix root causes of recurring complaints and failures.

2. Sales, Membership Growth and Revenue

- Set and monitor daily, weekly and monthly membership targets for every club.
- Hold Club Managers to direct-debit and net-growth targets.
- Make sure every club manages its pipeline properly. No lead is left unattended.
- Review lead quality, follow-up, overdue tasks, conversion, lost opportunities and tours.
- Run sales meetings and coach frontline staff.
- Build turnaround sales plans and personally sell when needed.
- Run approved campaigns and measure results.
- Apply the group price card and membership rules consistently.
- Grow revenue per member through membership upgrades, Group Fitness, Reformer Pilates, personal training, recovery services, supplements, protein shakes and juice bar, merchandise and approved partnerships.

3. Member Retention and Experience

- Monitor cancellations, suspensions and churn; investigate rises.
- Run retention programs based on attendance and engagement, including re-engaging members whose attendance drops.
- Make sure staff connect with members on the floor rather than staying behind reception.
- Personally manage escalated complaints; every complaint is acknowledged within one business day.
- Monitor Google reviews, member feedback and reputation trends.
- Make sure cancellations, billing requests and refunds are handled accurately, in line with consumer law and company policy.
- Be able to explain, at any time, why members are joining, why they are leaving and what is being done about it.

4. Club Manager Leadership and Accountability

- Set clear expectations and KPIs for every Club Manager, and review their sales and operational results daily.
- Run structured weekly one-on-ones and management meetings.
- Make sure managers spend productive time on the floor and that their teams understand their responsibilities.
- Spot repeated failures or missed deadlines and require corrective action plans for underperforming clubs.
- Report management performance accurately to Directors.
- Plan succession and develop future leaders.

5. Recruitment, Onboarding and Training

- Plan staffing, including for new openings.
- Manage recruitment advertising, shortlisting, interviews, paid trials, and reference and qualification checks.
- Make sure every new starter has a structured induction and understands their duties, KPIs and expectations.
- Build training matrices for each department covering customer service, sales, systems, safety and company policies.
- Make sure no one works in a safety-critical or child-related role before completing the required checks and training.
- Keep training records and certifications (first aid, CPR, Working with Children Checks, fitness qualifications) current.

6. Performance Management and HR

- Monitor individual/team KPIs and address underperformance fairly and promptly.
- Document performance discussions, training needs and agreed improvement measures.
- Run probation reviews and formal performance processes with the Directors or HR advisers, in line with company procedures and employment law.
- Make sure all staff follow workplace policies and lawful, reasonable directions.

7. Rostering, Payroll and Labour Cost

- Review and approve every club's roster before it is published, matching staffing to member traffic for reception, sales, Kids Club, Group Fitness and Pilates.
- Manage leave, absences, shift replacements and overtime approvals.
- Review timesheets, investigate discrepancies and submit payroll inputs accurately and on time.
- Work with payroll on staff records, classifications and entitlements.




- Make sure every roster and pay outcome complies with employment agreements, the relevant award and the Fair Work Act.

8. Group Fitness, Reformer Pilates and Instructors

- Monitor class attendance, capacity and utilisation, and adjust timetables to member demand.
- Cut or replace underperforming classes and introduce new programs that lift engagement.
- Make sure every class is covered, coordinating replacements and cancellations.
- Keep instructor qualifications and insurances on file, and onboard and develop new instructors.
- Monitor instructor pay and contractor costs against class performance.
- Oversee virtual Reformer Pilates where offered, and keep booking and attendance systems accurate.
- Address complaints about instructor conduct or class quality.

9. Personal Trainers and Member Confidentiality

- Manage the personal trainer contractor program, with Club Managers as each PT's day-to-day contact.
- Make sure every PT has a signed agreement, current qualifications, insurance and first aid before starting, and that PT rent is collected.
- Enforce clear standards on professional boundaries, privacy and member communication: no misuse of member information, no unauthorised member communication channels, and no selling of outside apps or online platforms to members.
- Apply these standards fairly and consistently with employees' and contractors' lawful rights.

10. Kids Club

- Make sure every Kids Club is properly staffed and supervised, within room capacities.
- Maintain child check-in and collection procedures, booking rules and visit limits.
- Make sure every Kids Club staff member holds a current Working with Children Check and the required training.
- Maintain child safety, emergency, evacuation, hygiene and infection-control procedures.
- Handle parent concerns promptly and escalate any child safety issue immediately.
- Monitor usage and staffing efficiency, and keep child-related records as required.

11. Sauna, Recovery and Wellness Facilities

- Oversee Finnish and infrared saunas, infrared heated studios, massage and recovery chairs, compression and infrared rolling equipment, hot and cold plunge, and associated amenities.
- Implement documented operating, booking, cleaning and safety procedures for each, in line with manufacturer instructions.
- Check temperature controls, hygiene and safety systems, and keep maintenance and cleaning records.
- Make sure staff know how to operate the equipment and keep members safe.

12. Cleanliness, Presentation and Brand Standards

- Keep equipment, bathrooms, showers, change rooms, mirrors, glass, flooring, reception and communal spaces to a premium standard.
- Make sure cleaning contractors deliver their contracted scope, and that checklists and scheduled deep cleans are completed.
- Enforce uniform and presentation standards for every staff member.
- Keep signage, lighting, music, merchandise and supplement displays on brand.
- Communicate and enforce member conduct rules (towels, footwear and so on) respectfully.
- Record and fix damaged finishes, worn furniture and presentation issues promptly.
- Uphold the separate Live Well Women's brand standards.

13. Maintenance, Equipment and Assets

- Keep a central maintenance register and asset register across all clubs.
- Inspect gym, cardio and facility equipment regularly, and immediately isolate anything unsafe.
- Run preventive maintenance for equipment, air-conditioning, ventilation, hot water, plumbing, electrical and access control.
- Manage suppliers and contractors, obtain comparative quotes and keep servicing and warranty records.
- Follow every request through to confirmed completion. A job is not resolved just because an email was sent.
- Track downtime and repeat failures, and plan equipment replacement and upgrades.

14. Health, Safety, Security and Compliance

- Run routine safety inspections and risk assessments, and keep hazard and corrective-action registers for each club.
- Make sure incidents, injuries, near misses and hazards are recorded and escalated, and serious incidents are reported immediately.
- Run emergency procedures, evacuation drills and WHS training and consultation.
- Check first aid kits, defibrillators, fire safety systems and emergency exits.
- Oversee 24/7 access control, alarms, lost access devices and lawful CCTV use.
- Make sure contractors are inducted and follow site safety rules.
- Maintain licences, registers and compliance records, and review policies when laws or risks change.
- Oversee compliance with employment, consumer, privacy, child-safety and food-handling obligations.

15. Fitness Passport and Corporate Memberships

- Monitor Fitness Passport attendance and visit trends by club.
- Reconcile visits accurately each month using Hapana and DoorGuard data, investigating duplicates, discrepancies and misuse.
- Make sure all reporting is accurate, auditable and compliant with the commercial agreement.
- Grow legitimate Fitness Passport use and corporate membership opportunities.

16. Financial Performance and Cost Control

- Review each club's revenue, direct-debit income, ancillary revenue and costs against budget.
- Monitor wages, cleaning, maintenance, utilities and other operating expenses, and cut unnecessary spending.
- Manage membership arrears and payment recovery, and review refunds, credits and discounts.
- Control stock purchasing and cost of goods, and minimise wastage, theft and unexplained stock loss.
- Negotiate supplier pricing within delegated authority.
- Support budgets and forecasts, review monthly P&Ls; and explain material variances with practical recommendations.

17. Systems and Data

- HubSpot: leads, pipeline, follow-ups and sales reporting.
- Hapana: memberships, billing, class bookings, access and reporting.
- Square POS: product sales, reconciliation, refund controls and stock reporting.
- DoorGuard and access systems: entry records, Fitness Passport reconciliation and access incidents.
- Nightlife Music and other club systems: music programming and reliability.
- Manage user access, data accuracy, staff training, troubleshooting and vendor coordination, with strict privacy and confidentiality.

18. Marketing, Community and Local Growth

- Coordinate club-level campaigns,



events and open days with the Directors and brand team.
- Build local partnerships with businesses, schools and community groups, and support corporate membership initiatives.
- Drive member referrals and local lead generation.
- Coordinate staff participation in approved content creation.
- Make sure promotional materials are rolled out correctly and on brand, and review campaign results.

19. New Clubs and Projects

- Lead the operational side of every new club: pre-opening checklists, recruitment, training, systems set-up, presale support, supplies, equipment commissioning, signage, cleaning, security and compliance documentation.
- Give operational input into club designs and fitouts, and track defects and outstanding works through to completion.
- Get every new club opening-day ready and provide extra management support through its first months of trading.
- Keep clubs trading and members informed through refurbishments and expansions.

20. Suppliers, Contractors and Landlords

- Manage cleaning, maintenance, waste and servicing contractors against agreed service levels.
- Resolve operational disputes promptly and escalate recurring issues.
- Keep records of agreed works, quotes and completion.
- Act as the day-to-day operational contact for landlords and centre management, including common-area and building-service issues.

Reporting and How You'll Work

You are the key link between the Directors and club management. You bring clear recommendations, not just problems, and you never hide or minimise an issue. Material problems are escalated as soon as they are found, not held for the next report.

Daily

- Visit clubs every weekday; floor walk, audit and coach on the spot.
- Send the Directors a consolidated daily dashboard by club: new memberships, new and overdue leads, tours booked and completed, conversions, cancellations and suspensions, net membership movement, arrears, POS revenue, Fitness Passport visits, notable complaints, staffing issues, maintenance and safety issues, and urgent actions.
- Clear escalations from Club Managers the same day.

Weekly

- Documented audit of every club and a one-on-one with every Club Manager.
- Approve rosters, timesheets and payroll inputs.
- A structured weekly report covering sales and net growth against target, retention, each Club Manager's performance, revenue and cost exceptions, staffing and recruitment, class utilisation, member experience, maintenance and compliance, project progress, and overdue actions, risks and decisions needed.
- Every issue reported follows one format: what happened → why it happened → what we are doing → who is responsible → when it will be completed.

Monthly

- A business review covering club-by-club performance, membership trends, sales productivity, retention and cancellation analysis, results against budget, labour cost, staff performance, member satisfaction, audit scores, compliance and incidents, maintenance and capital requests, and next month's priorities.
- WHS, maintenance and compliance review, and a managers' meeting.

Quarterly

- Performance reviews and development plans for all managers.
- Budget and price-card review with the Directors.
- Evacuation drills and emergency procedure refreshers at every club.

How Success Is Measured

Your performance is measured on a scorecard agreed with the Directors, covering:

- Membership growth and sales: new direct-debit memberships against target, lead-to-join conversion, net growth
- Retention and member experience: churn, complaints, satisfaction and Google review ratings
- Club presentation and operations: weekly audit scores, service standards and 100% audit completion
- Financial and labour management: revenue and costs against budget, wages against revenue, arrears and POS performance
- Staff leadership: Club Manager KPIs, weekly reviews completed, recruitment on time, 100% of new starters inducted and trained
- WHS and compliance: critical safety issues escalated immediately, corrective actions closed on time, records current
- Service response: member complaints acknowledged within one business day, with a resolution or documented action plan
- Reporting and projects: accurate, on-time daily, weekly and monthly reporting, and project milestones met

About YouEssential

- Proven experience in health and fitness, hospitality or retail operations, including managing multiple sites or site managers
- A proven record of hitting membership, sales and revenue targets
- Strong commercial skills: you read a P&L;, manage wages to budget and know what drives the numbers
- A leader who coaches, holds people accountable and builds positive teams
- Hands-on experience with gym management and CRM systems (Hapana, HubSpot or similar) and confidence with Excel or Google Sheets
- Solid working knowledge of WHS, Fair Work and rostering compliance
- Calm under pressure, highly organised, and able to juggle many priorities at once
- Current First Aid and CPR, and a Working with Children Check (or willingness to obtain before starting)
- A current driver's licence and access to a reliable vehicle, as the role travels between clubs every day

Highly Regarded

- Experience opening new clubs or sites from presale to trading
- Experience as an Area Manager/Operations
- Certificate III/IV in Fitness or a business or management qualification

What We Offer

- A senior leadership role in a premium, fast-growing brand, working directly with the Founder
- Complimentary Live Well membership
- Real scope to shape how a multi-club, multi-brand group operates as it grows
- Career growth as new clubs open across Sydney
- Performance-based bonuses linked to agreed KPIs and business results
- Opportunity to earn company-funded attendance at HFA in Las Vegas and FIBO in Cologne, Germany, as performance incentives, subject to Director approval

Working Arrangements

- Full-time, ordinary hours of 38 per week plus reasonable additional hours, worked flexibly across the week
- Some early-morning, evening and weekend work, especially around club openings, events and peak sales periods
- Daily travel between clubs
- Pay and conditions in line with the National Employment Standards and any applicable award

How to Apply

Apply with your resume and a short cover letter telling us about the clubs or sites you have led and the results you delivered. Shortlisted candidates will be contacted for interview.

Live Well Group is an equal opportunity employer. We welcome applications from people of all ages, genders, backgrounds, abilities and cultures.

Pay: $85,000.00 – $110,000.00 per year

Benefits:

- Gym membership

Work Location: In person

📌 Area Manager - Operations (Rouse Hill)
🏢 Live Well Health Clubs
📍 Rouse Hill