About the job

About MetaMorph:

We at MetaMorph, empower startups to scale and innovate by placing people at the centre of their strategy.

With a proven track record of supporting over 220 startups, we specialise in aligning talent with organizational needs, enhancing employee skills, and transforming employer brands.

Our data-driven insights fuel decision-making and provide comprehensive support for both acquisition and being acquired, ensuring you are covered from every angle360.

About Our Client:

Our client is one of Indias fastest-growing sports-tech platforms with a mission to democratize access to quality sports and fitness infrastructure and enables users to discover and book sports venues, certified coaches, and structured programs across cities.

About the Role:

You will be responsible for setting up chains of company-owned, company-operated venues across locations and be responsible for their strategic and operational leadership.

This role involves overseeing end-to-end outlet performance including P&L management, operational efficiency, customer experience, and team development, ensuring alignment with brand standards and business objectives.

Key Responsibilities:

Strategic Leadership:

- Develop and implement operational strategies, policies, and procedures to streamline processes, improve efficiency, and achieve business objectives.

- Drive expansion plans including launch & scale-up of new COCO locations.

Operational Excellence:

- Oversee day-to-day operations, including inventory management, procurement, and distribution, to meet customer demand and delivery targets.

- Ensure compliance with regulatory requirements, industry standards, and safety regulations in all operational activities.

- Identify risks, vulnerabilities, and opportunities in operational processes and develop strategies to mitigate risks and capitalize on opportunities.

- Build and maintain relationships with suppliers, vendors, and service providers to negotiate contracts, resolve issues, and ensure timely delivery of goods and services.

Financial Management:

- Develop and manage budgets, financial forecasts, and cost-control measures to optimize resource allocation and maximize profitability.

- Ensure cost optimization and revenue growth through operational excellence and innovation.

Team Leadership:

- Lead and develop a multi-layered operations team including Area Managers, Venue/outlet Managers, and ground staff.

- Foster a high-performance, customer-centric culture.

Customer Experience:

- Develop and implement customer experience strategies.

- Ensure best-in-class customer service and satisfaction across all venues/outlets.

- Monitor and act upon customer feedback, audits, and mystery shopping results.

Process Improvement:

- Lead change management initiatives and organizational transformation efforts to adapt to evolving market conditions and customer needs.

- Identify operational inefficiencies and implement continuous improvement initiatives.

- Leverage technology for performance tracking and process automation.

Reporting & Analytics:

- Develop dashboards and KPIs to monitor performance.

- Provide regular reports to leadership with actionable insights.

EXPERIENCE & QUALIFICATIONS

- 5+ years of experience in building scalable Operations & Customer Experience roles in entertainment, sports, leisure or beauty industries.

- Proven track record of improving customer satisfaction through strategic and operational efforts.

- Proven P&L ownership and team management across large networks.

SKILLS / KNOWKEDGE

- Exceptional communication, negotiation, and presentation skills.

- Strategic planning, analytical skills and experience with customer data.

- Financial management