Richard

Dynamic General Manager with 9 years' experience leading multi-site leisure operations, delivering membership growth, operational turnarounds, and significant commercial results. Skilled in financial management, H&S compliance, team leadership, and community engagement.

Multi-site General Manager at More Leisure (Serco) (2024-03 – Present)

• Grew Swim School from 700 → 1,600 members, boosting programme revenue
• Increased Health & Fitness memberships from 700 → 1,800, generating significant additional revenue
• Achieved £105k casual swim revenue in one summer month in the outdoor pool, exceeding previous targets
• Grew birthday party revenue from £6k → £14k in one year, expanding community engagement and profitability
• Launched new "Active Zone" product including Softplay, Tag X, and Climbing Wall, attracting new audiences and increasing footfall with catering offering
• Delivered operational stability across 3 major Oxfordshire sites
• Managed 70+ staff across 3 sites, leading recruitment, training, and performance management
• Lead daily operations ensuring safety, compliance & service excellence
• Plan events & seasonal programmes to boost community engagement
• Oversee emergency response, safeguarding & anti-social behaviour management
• Lead monthly compliance audits, ensuring consistent EHS, HR, and operational standards across all sites
• Coach and develop site managers and supervisors to build strong succession

Operations Manager → Promoted to General Manager at Fusion Lifestyle (2017-11 – 2024-03)

• Turned Wycombe Rye Lido following covid pandemic from 600 → 1,200 members
• Increased EHS compliance score from 75% → 94%+, improving staff performance and safety culture
• Achieved TRP customer satisfaction score 60, 18 points above benchmark
• Promoted from Operations Manager to General Manager for operational excellence and membership growth
• Generated tens of thousands in revenue through large-scale bookings at Hillingdon
• Corrected payroll issues, reducing rota errors significantly
• Managed daily operational delivery across pools, gyms, sports halls, and outdoor facilities
• Led risk assessments, NOP/EAP reviews, and health & safety briefings
• Build client & community relationships
• Manage recruitment, rota planning & staff development
• Monitor customer satisfaction data, leading centre improvements to enhance service delivery and retention
• Act as point of escalation for customer issues and operational incidents

Sports Centre Duty Manager at St Albans School (2016-08 – 2017-11)

• Led marketing campaign led to 100+ new members
• Managed pool, sports hall & health suite operations
• Updated procedures, emergency & risk documents

Team Leader at Waitrose (2006-09 – 2016-08)

• Key-holder responsible for opening/closing store unsupervised
• Managed warehouse organisation & stock flow
• Supported Fresh & Ambient departments

A-Levels

GCSEs