Paula Hill Email and Phone Number

Supporting organisations and businesses of all sizes get better results from their gyms and sports facilities. Origin Fitness supply gym equipment and apply our gym design skills right across the board, from modest personal trainer start-ups to global gym brands, local authorities to hotels, and sports clubs to CrossFit boxes.

A progressive Business Leader within the Total Fitness brand, I have elevated the brands performance within localised customer settings and shaped strategic operations to achieve new commercial strength. A customer champion, I mentor my teams to achieve the unique brand offering that Total Fitness presents whilst engaging with business initiatives, promotions and priorities that positions Total Fitness as a market leader. Lending additional strength as a General Manager and Group Café & Retail Manager, I have begun my journey to influence on a regional scale and wield over 20 years of experience to bring new opportunities and growth to an innovative customer brand. Key Accountabilities ⦁ Accountable for the performance of café and retail operations across a 17 site remit.⦁ Developing the successful formula for sites to achieve growth and commercial performance.⦁ Producing key reports and insight for Head Office and Line Manager review and analysis.⦁ Completing operational audits producing full action plans to deadlines.⦁ Reporting in key internal control and risks; highlighting potential operations exposures to business.- Operational Strategy & Growth⦁ Analysing operations to identify key failings to policy and regulatory compliance. ⦁ Developing solutions to strengthen compliance and audit scoring. ⦁ Collaborating and mentoring outlet managers in applying strategies to achieve group compliance. ⦁ Identifying best practices and forming knowledge sharing approaches with the remit sites. - Auditing & Expertise⦁ Establishing stock holding and ensuring compliance to regulation and stock control policies.⦁ Ensuring POS and stock displays meet the merchandising plan for optimal commercials.⦁ Assessing compliance to regulatory Health, Safety and Hygiene requirements.⦁ Investigating commercials and revenue streams to reduce cash discrepancy and loss. ⦁ Auditing all aspects of operations from site level HR through to cash systems.

- Key Impacts⦁ Built and developed a 32-strong team focused on customer experience as a priority.⦁ Achieved very high standards in customer operations and secured operational compliance.⦁ Implemented umbrella strategies at site level in collaboration with the Operations Manager.⦁ Developed extensive insight into the Health & Fitness sector to maximise brand positioning. - Financial & Commercial Performance⦁ Responsible for the full autonomy and operational strategies of a 5000 member club.⦁ Prepared annual budgets and periodic re-forecasts to strengthen localised customer approaches. ⦁ Implemented strategies to drive commercials; reduce costs and improve P&L and net profit.⦁ Identified key opportunities for service growth; implemented agreed sales plans to standards. - Operational Growth & Customer Experience⦁ Analysed the customer journey to improve customer experience; rolled out new approaches. ⦁ Coached and mentored leadership talent to elevate customer service across operations.⦁ Implemented marketing and promotions to brand standards to improve revenue streams. ⦁ Hands-on in addressing key weaknesses to develop solutions and achieve key outcomes.⦁ Achieved audit compliance in all regulatory and licensing requirements.⦁ Analysed SFBB, Health, Safety and Risk factors to deliver sustainable, compliance operations.- People Management⦁ Analysed the customer journey to improve customer experience; rolled out new approaches. ⦁ Coached and mentored leadership talent to elevate customer service across operations.⦁ Implemented employee engagement strategies to motivate and empower staff to targets.⦁ Demonstrated emotional intelligence in managing staff performance, disciplinary and grievances.

⦁ Provided comprehensive PA support to the CEO through all projects and business operations. ⦁ Impacted on business analysis and transformation of business costs to achieve spend reductions.⦁ Accountable for the CEO and MD diary and meeting planning liaising with key stakeholders. ⦁ Established and built strong relationships with clients, suppliers, stakeholders and investors. ⦁ A key influencer within the Senior Management Team driving strategic implementation. ⦁ Managed the payroll team delivering payroll to over 3500 staff including benefits and payments. ⦁ Ensured business compliance through recruitment, right to work and referencing. ⦁ People management of the Head Office administrative and HR team.

Fully responsible for the complete operation of a brand new 3000 members Private Health Club, Driving a successful team of 6 Duty Managers and 28 staff, leading a Sales Manager to ensure sales targets were met and financial budgets are maintained. Staff training, KPI management, quarterly appraisals and Health and safety audits were also paramount to my successful role. I have dealt with all HR issues including investigatory and disciplinary hearings. By believing in maintenance and motivation, I guaranteed healthy and happy members by providing excellent communication and outstanding customer service, developing and maintaining a very successful business.