BLOK
GENERAL MANAGER - CLAPTON
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ABOUT BLOK
BLOK is one of the UK’s leading fitness operators, offering cross-discipline classes across our award-winning London studios. We’re a fast-growing, creative brand with ambitious plans for expansion, and we’re looking for exceptional people to join us on the journey.
The next phase of growth for BLOK is significant. Not only are we expanding our existing sites and launching new sites in multiple London locations, but we’re also investing in product and data to build the foundations of a more personalised, habit-forming user experience, designed to enhance retention, drive customer lifetime value, and accelerate new site performance from launch to maturity.
ROLE PURPOSE
The General Manager is accountable for the overall performance, culture, and customer experience standard of their site. This role plays a critical part in bringing BLOK’s ethos and values to life on the ground, ensuring every customer interaction reflects the high standards of the brand.
Leading and developing a high-performing team of Front of House Assistants and Managers, the General Manager creates an environment where people feel supported, motivated, and proud of the experience they deliver. Through strong operational leadership, attention to detail, and a deep understanding of the customer journey, the role ensures the site runs smoothly, safely, and efficiently day to day.
By owning site health across customer experience, team success, and operational execution, the General Manager has a direct and meaningful impact on customer satisfaction, employee engagement, and the long-term performance of the business.
KEY ACCOUNTABILITIES
Site Ownership & Accountability
- Take full accountability for the performance, standards, and day-to-day operation of the site.
- Ensure the site operates efficiently, safely, and in line with BLOK’s brand, values, and expectations.
- Proactively identify and resolve operational, facilities, and team performance issues, owning them through to resolution.
- Maintain strong site health across customer experience, team engagement, operational delivery, and commercial performance.
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People Leadership & Team Development
- Recruit, onboard, train, and develop site staff in line with BLOK’s processes and standards.
- Provide clear, consistent line management, ensuring accountability, performance, and role clarity.
- Build a positive, inclusive, and high-performing team culture.
- Ensure staffing levels consistently meet operational needs and support an excellent customer experience.
- Act as a key conduit for internal communications, keeping teams informed, aligned, and engaged.
- Uphold all company policies relating to people management, performance, and development.
Customer Experience
- Deliver outstanding customer service across all physical touchpoints, leading by example through regular Front of House desk shifts.
- Stay close to the customer experience by being visible, present, and hands-on within the site.
- Handle customer issues and complaints with confidence, resolving where possible and escalating appropriately.
- Ensure members are welcomed, inducted, and supported, and that teams communicate BLOK’s products and services with confidence.
- Represent the BLOK brand, ethos, and values at all times.
Operations Management & Compliance
- Oversee all site operations and space maintenance to ensure smooth daily delivery.
- Manage inventory, ordering, stock, and equipment to maintain operational readiness and cost efficiency.
- Identify and implement improvements to systems, processes, and ways of working at site level.
- Manage supplier and third-party relationships, holding partners accountable to agreed service standards.
- Own and maintain up-to-date risk assessments, policies, and procedures in line with statutory guidance.
ESSENTIAL EXPERIENCE
- 2+ years experience in a General Manager or Duty Manager role within fitness, wellness, hospitality, or a customer-facing service environment.
- Strong Front of House leadership experience.
- Demonstrated experience recruiting, training, scheduling, and line managing teams to deliver consistent standards and smooth day-to-day operations.
- Confidence managing facilities, maintenance issues, and contractors.
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DESIRED EXPERIENCE
- Experience using Notion and Mariana Tek.
- Experience working in a growing or evolving business where processes are still being embedded and improved.
REQUIRED SKILLS & TRAITS
- Highly accountable, with the confidence to make decisions and proactively find solutions.
- Strong people leader who sets clear expectations, gives constructive feedback, and builds engaged, high-performing teams.
- Excellent communicator who builds strong working relationships.
- Flexible and adaptable, responding positively to change and evolving needs.
- Organised and operationally minded, able to prioritise effectively and independently.
- Calm and resilient in fast-paced or high-pressure environments.
- Detail-oriented.
BENEFITS
As well as being an exciting and creative environment to work within, we also offer some great benefits as part of the team. This includes:
- Full access to all BLOK studios and On-Demand workouts for free, one free membership and three discounted memberships (and free passes) for your friends.
- 30 days holiday a year for full-time employees (inclusive of public holidays in England and Wales), plus get an extra day for each year you’ve worked for BLOK (up to a max of 35).
- Access to 6 paid company sick days a year.
- A BLOK pension (4% BLOK contribution, 3% Employee, 1% Government).
- Access to our Employee Assistance Programme, offering free counselling, financial and legal advice, and more.
- Complimentary use of our cafe.
- Exclusive discounts at our retail partners, including clothing, lifestyle, and restaurant brands across London.
SALARY
£36,000-40,000
START DATE
ASAP
APPLY
SUBMIT APPLICATIONS BY COMPLETING THIS FORM: https://docs.google.com/forms/d/e/1FAIpQLSeDb2VXlGYZ30cc1exKUd_6jbkfCPr-a_QGWv4X9_Ic5L8OKQ/viewform?usp=publish-editor
BLOK is an equal opportunity employer. We are committed to being a diverse and inclusive employer, we welcome candidates from all backgrounds. Please reach out to us if you want to discuss more.
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