Client Operations Manager

About this role

Two brands. One team. ROVA Health is what happens when two established names in health and wellbeing stop running in parallel and start moving together. Built on over a century of Westfield Health Group heritage and driven by the belief that the way people live, work, and recover has fundamentally changed — we exist to do something about it. This is a platform with purpose, built by people who care about getting it right. If you're joining us, you're not just starting a new job. You're helping navigate what comes next.

CLIENT OPERATIONS MANAGER

Navigate the unknown as a ROVA Experience Specialist

A corporate campus of thousands runs on rhythm, not routine; you’re the one who keeps it moving forward, whatever the day throws at it.

This leadership role is directly responsible for designing and executing truly world-class wellbeing programmes, through designing and delivering the territory’s operational delivery framework to maximise experience, performance, innovation & design.

In this role, you will champion an elevated hospitality culture while maintaining rigorous operational excellence, optimising resource allocation, and embedding a culture of continuous improvement. Your leadership will ensure that our operations scale sustainably, with agility and with speed, mitigating operational risk while aligning directly with the Client’s overarching business goals.

Life doesn’t run to plan. Neither does a campus of thousands. We built this role for the person who navigates both, calmly, and at speed.

THE ROLE

*Location:*London, UK

*Language Requirements:*Fluent English

*Salary:*£60,000 – £70,000 per annum dependent on experience

*Benefits:*Health Cash plan, Private Health Insurance, Pension Scheme, Retail discounts scheme, Annual leave (25 days + bank holidays + Westfield Day), Electric Car Scheme, Cycle to Work Scheme, Annual Pay Review, On site gym use, Targeted Learning and Development opportunities.

*Contract Type:*Full-Time, Permanent

WHAT YOU BRING

• 5+ years’ experience leading operations across large-scale, high-profile corporate campuses or premium flagship facilities.
• A proven track record of scaling complex operations at speed, without losing quality or increasing risk.
• Strong commercial acumen: you optimise resources and budgets without ever compromising on quality.
• A hospitality-first mindset, backed by real experience in premium hospitality, corporate customer experience, or elevated wellbeing services.
• Strategic and analytical thinking; you turn a high-level vision into an executable operational roadmap, backed by data.
• Proven leadership of large, cross-functional teams and multiple senior stakeholders, internal and client-side.
• Calm under pressure, you adapt fast when priorities shift, and build trust and psychological safety wherever you land.
• Exceptional attention to detail, and a mindset that treats mediocrity as something to fix, not tolerate.

Qualifications get you to the room. These are what keep you here.

DUTIES AND RESPONSIBILITIES

01 Operational Leadership

• Develop and execute the campus’s operational strategy, aligned to regional goals and the client’s priorities.
• Build and govern robust operating procedures that drive consistency, efficiency, and cross-functional alignment.
• Proactively identify, monitor, and mitigate operational, EHS, and commercial risk across the campus.

02 Operational Excellence & Hospitality Culture

• Drive a people-led, hospitality-first culture across every campus touchpoint.
• Define and elevate KPIs and SLAs, delivering transparent reporting and actionable insight to senior stakeholders.
• Lead continuous improvement to sharpen efficiency, develop services, and lift campus user satisfaction.

03 Resource & Financial Management

• Own the campus’s operational budgets — driving financial discipline and cost optimisation without compromising quality.
• Allocate people and resources strategically to meet peak demand, seamlessly.
• Manage key supplier and partner relationships to ensure performance, accountability, and value.

04 People Leadership & Cross-Functional Collaboration

• Build, mentor, and inspire a high-performing, inclusive, multi-disciplinary team.
• Act as the primary operational point of contact across a complex matrix of client and vendor relationships.
• Lead campus-wide innovation, ensuring smooth rollout of new products, services, and experiences.

WHAT HAPPENS NEXT

• The Hiring Manager will review your application.
• You will have a formal two stage interview.
• Offer made.
• ID and HR Checks.

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