SANCTUM
European Operations Manager
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Role Overview
The European Operations Manager is responsible for the operational performance and commercial growth of their region, ensuring every market delivers exceptional client experiences whilst building engaged communities and sustainably growing attendance.
This role owns market performance, commercial partnerships, operational planning, and team leadership, ensuring every market consistently delivers exceptional experiences while achieving commercial objectives.
The European Operations Manager leads the Local Operations Supervisors, supports operational excellence across all markets, and drives continuous improvement.
Key Responsibilities
Market Growth & Performance
- Own the commercial and operational performance of every market within your region.
- Working closely with the Marketing team, Partnerships team, and Local Operations Supervisors, you will create the conditions for sustainable growth by supporting local initiatives, analysing performance, and sharing best practice across markets.
- Responsibilities include:
- Driving attendance across all regional B2C classes.
- Supporting Local Market Supervisors to achieve occupancy targets.
- Reviewing market performance and identifying opportunities for growth.
- Coaching local teams to think commercially as well as operationally.
- Supporting local B2B growth where appropriate.
- Identifying trends across markets and sharing successful initiatives.
- Ensuring Operations teams actively contribute to community building and client retention.
- Championing a culture where every team member understands their role in growing the business.
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Leadership
- Manage Local Operations Supervisors.
- Responsibilities include:
- Recruitment
- Onboarding
- Performance management
- Coaching
- Development
- Regular 1:1s
- Objective setting
Guide Management
- Own the Guide network across Europe, with the support of the Global Head of Content & Talent.
- Responsible for:
- Guide scheduling
- Guide availability
- Guide contracts
- Guide invoicing
- Guide development
- Performance feedback
B2B Partnerships
- Own all commercial B2B relationships.
- Including:
- Hotels
- Corporate clients
- Private bookings
- Strategic partnerships
- Responsibilities include:
- Account management
- Client communication
- Pricing
- Renewals
- Growth opportunities
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Operational Planning
- Plan all market delivery.
- Responsible for:
- Annual schedules
- Resource planning
- Venue planning
- Capacity management
- Budget oversight
Continuous Improvement
- Review KPIs
- Identify operational improvements
- Share best practice across markets
- Improve systems and processes
- Support new market launches
Financial Oversight
- Guide invoicing
- Market budgets
- Resource planning
- Cost control
- Operational reporting
Success Measures
- Regional attendance growth.
- Occupancy across B2C classes.
- Growth in local B2B revenue.
- High performing local teams.
- Excellent client satisfaction.
- Operational consistency.
- Strong regional communities.
Reports to
Head of Operations and Partnerships
Manages
- London Operations Supervisor
- Amsterdam Operations Supervisor
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