Job Description
Operations Manager - Leading Market Research Brand
Monday-Friday, full time, London based office (hybrid with one working day at home)
£28.8k plus up to £4k bonus (OTE £32k+) and benefits
**Voted top places to work**
Are you a natural organiser with a flair for people and a passion for driving results? We’re looking for a Operations Manager to join a dynamic, fast-paced, and rewarding team—where mystery shopping meets mastery.
As a Operations Manager, you’ll play a pivotal role in the delivery of high-quality insights to clients through the coordination and development of a national network of Mystery Shoppers. You'll be the driving force behind recruiting, training, and nurturing this community, ensuring projects are executed with precision and flair.
This isn’t just a desk job—it’s a blend of planning, communication and problem-solving. Whether it’s scheduling a campaign, troubleshooting challenges, or leading team development sessions, you’ll have autonomy, variety, and the support of a collaborative operations team. It’s fast. It’s challenging. It’s fun.
About this role:
Allocate mystery shops (digital, telephone, in-person, video) to Shoppers to meet tight deadlines
Brief, coach and support Mystery Shoppers to ensure top-tier delivery
Drive performance metrics like shopper engagement, report quality, and on-time submission
Recruit Mystery Shoppers in underserved regions using creative sourcing methods
Lead and contribute to training, coaching and knowledge-sharing within the team
Handle client queries and challenges with professionalism, speed and insight
Plan and execute motivational sprints to meet high-volume scheduling targets
Support operational efficiency and process improvements
Collaborate closely with leadership on new projects and key client initiatives
Occasionally perform or validate mystery shops to maintain operational continuity
About you:
Exceptionally organised with great time management skills!
A strategic thinker who can forecast and solve problems proactively
Resilient under pressure and thrives in a target-driven environment
A strong communicator
Creative, especially with social media campaigns and engagement strategies
Digitally capable—no coding needed, just happy working with online tools daily
Tenacious and adaptable with a “let’s get it done” attitude
Experience in fieldwork coordination, customer insights, or scheduling logistics
What You’ll Get
A chance to shape and grow a region you can truly “own”
Daily variety, challenges, and the opportunity to build meaningful relationships
A sociable, supportive team who work hard, celebrate wins, and enjoy the ride
Perks including regular social events, bonus structure, enhanced annual leave for service, myzone belt + regular fitness classes/ exercise activities
Opportunities for personal and professional development in a growing business
Your recruiter for this role is Maddie Cummings, Recruitment Director at Love Recruitment group, and can be contacted simply by applying for the role below. Maddie and Love Recruitment specialise in recruitment for the whole fitness and leisure sector and work on a number of jobs in the fitness industry