Operations Manager - BtoC & BtoB | FR/EN/NL (m/f/d)

Your daily workout

Are you ready to transform the wellness industry with us?
We are looking for a talented trilingual Operations Manager to join our mission at EGYM Wellpass and revolutionize employee access to sports and wellness activities. You will join the Operations team, whose goal is to design a global and efficient operational platform while delivering the world’s best customer experience.
This role will primarily be attached to the Members team, but will also cover certain Partner-related tasks in Dutch (NL). 
It is strategic to support the development of the Belgian market in Dutch and ensure smooth communication with users, corporate clients, and partners who speak only Dutch.

Our Operations missions cover three verticals:

• Members (B2C): Wellpass app users
• Partners (B2B): partner gyms
• Corporates (B2B): corporate clients

• Deliver the best experience to members via live chat, email, and phone, in French, English, or Dutch.
• Serve as the reference point for agents on complex support cases
• Track and manage member feedback, identify recurring friction points, and propose solutions to remove them
• Participate in collecting and analyzing feedback to provide insights for improving the user experience
• Take part in cross-functional projects approved on the roadmap: process improvements, tools, onboarding, BOT, and workflows
• Provide support and follow-up for Dutch-speaking users to help develop the Belgian market, in collaboration with internal experts
  

• Partner support: respond to partner questions in Dutch (emails, tickets) on operational, contractual, and technical topics, with help from internal teams
• Partner onboarding: assist with new partner integration, information collection, Salesforce setup, contract verification, and account access
• Partner contract validation in Dutch to ensure administrative and contractual compliance
• Identify recurring issues and propose process improvements to streamline the partner workflow
  

• Contribute to process optimization: identify tasks to automate, remove friction points, and improve clarity of internal tools
• Document existing workflows to enhance autonomy and knowledge transfer
• Act as a driving force to improve the experience for both members and partners daily

Your fitness level

• Excellent written and verbal communication skills
• Friendly, energizing, dynamic, and enthusiastic, serving as a source of motivation for the team
• Adaptable, attentive, and empathetic , able to adjust to your interlocutor and offer solutions to ensure satisfaction
• Committed, receptive to challenges, always striving to give your  best , and able to handle busy periods.
• Previous experience in web client relations and/or operations
• Good knowledge of the sports environment (gym networks, premium studios) is a plus

• Fluent in Dutch, English, and French  at a professional level

The equipment we provide

• Wellpass Subscription Covered:  Enjoy access to a wide range of sports and wellness clubs, with the option to share sessions with colleagues for extra motivation and team spirit
• Provided Equipment: Laptop, monitor, mouse, headset, and all tools needed for optimal efficiency
• Leeto Employee Benefits:  Access to numerous perks and discounts for leisure activities, travel, events, and more
• Pluxee Meal Vouchers: €9.50 per day, with €5 covered by the company
• 50% Subsidized Navigo Pass: Reduced commuting costs thanks to partial coverage of the public transport pass
• Hybrid Remote Work: Option to work from home 1 day per week, supporting a healthy work-life balance
• Weekly Fresh Fruit Basket:  Seasonal fruits delivered to the office for healthy and enjoyable breaks

Your warm up plan

• 30-minute initial interview with Sophia, Talent Acquisition Manager
• Dutch language validation with John, Team Lead Sales BE
• Take-home case study (one week to complete)
• Interview with Mathilde, Team Lead Ops Members
• 30-minute Interview with Yousri, Operations Director
• 30-minute Interview with Sascha, VP Operations
• 30-minute team fit session at our office with the rest of the Operations team

Contact Information

Please upload your english CV

Contact Person: Sophia Mann
#1754