Charlotte Townend
Operations professional with 11+ years experience in leisure, hospitality, and fitness
Hire this person
Send a job offer directly to this candidate
About
Highly organized and people-focused operations professional with over 11 years of experience across leisure, hospitality, and fitness environments. Experienced in team coordination, administration, training, reporting, customer support, recruitment, and multi-site operational management. Proven ability to manage priorities in fast-paced environments while maintaining high service standards and strong stakeholder relationships.
Seeking a fully remote administrative or operations-based role where transferable organizational and communication skills can be applied.
Experience
Sales Manager - David Lloyd Leisure
(2023-05)
- Coordinate sales and operational activity across the club while supporting wider regional teams.
- Conduct regular team meetings, one-to-ones, onboarding, and staff coaching sessions.
- Maintain reporting, KPI tracking, and performance administration.
- Support recruitment processes including interviewing and training new starters.
- Work cross-functionally with operational teams to ensure smooth day-to-day processes.
- Handle customer escalations and provide effective problem resolution.
- Contribute to club performance through strong organization, communication, and team support.
Area Sales Manager / Contract Sales Manager - Everyone Active
(2019-03 - 2023-05)
- Managed and supported multiple leisure sites across the region.
- Coordinated communication between management teams and operational departments.
- Supported staff development, onboarding, and training initiatives.
- Assisted with reporting, data tracking, and performance monitoring across multiple locations.
- Helped implement operational processes to improve efficiency and customer experience.
- Worked closely with local teams to support community engagement and member communication.
General Manager / Sales Manager - Anytime Fitness
(2017-03 - 2019-03)
- Managed daily club operations including administration, staffing, scheduling, and customer service.
- Oversaw recruitment, onboarding, rota planning, and performance management for staff teams.
- Implemented operational improvements that increased member satisfaction and retention.
- Managed budgeting responsibilities and supported wider business objectives.
- Ensured smooth running of the club through strong organization and problem-solving skills.
Assistant Manager - The Blacksmiths Arms
(2016-03 - 2017-03)
- Supported the day-to-day management of a busy Michelin Guide-listed restaurant.
- Coordinated staff rotas, stock management, cash handling, and opening/closing procedures.
- Managed customer queries and complaints professionally and efficiently.
- Assisted with team supervision and staff training to maintain high service standards.
- Maintained strong organisation in a fast-paced hospitality environment.
Sales Consultant - Virgin Active
(2015-02 - 2016-02)
- Managed customer enquiries and membership administration.
- Conducted site visits and supported onboarding for new members.
- Assisted with team training and operational cover when required.
- Maintained excellent customer service standards and strong client relationships.
Education
BSc (Hons) - Equine Sports Performance - Bishop Burton College (2011 - 2014)
National Diploma - Horse Management - Brooksby Melton College (2009 - 2011)
