Charlotte Townend

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.

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.

BSc (Hons) - Equine Sports Performance - Bishop Burton College (2011 - 2014)

National Diploma - Horse Management - Brooksby Melton College (2009 - 2011)