Operations Manager BtoC & BtoB | FRENNL (mfd)

EGYM; Paris; Hybride; EUR 45 000 - 60 000; Plein temps

Résumé du poste

A leading wellness technology company in Paris is seeking a talented trilingual Operations Manager to enhance overall user experience. Responsibilities include providing member support, handling partner inquiries in Dutch, and fostering process improvements. The ideal candidate is friendly, adaptable, and possesses excellent communication skills in French, English, and Dutch. This position offers a hybrid work environment and various employee benefits.

Prestations

Wellpass Subscription Covered

Provided Equipment

Employee Benefits Access

Meal Vouchers

Subsidized Navigo Pass

Weekly Fresh Fruit Basket

Hybrid Remote Work

Qualifications

• Fluent in Dutch, English and French at a professional level.
• Previous experience in web client relations and/or operations ideally trilingual.

Responsabilités

• Deliver the best experience to members via live chat, email and phone.
• Serve as the reference point for agents on complex support cases.
• Track and manage member feedback, identify and propose solutions.

Connaissances

Excellent written and verbal communication skills

Friendly and dynamic personality

Adaptable and empathetic

Committed and receptive to challenges

Trilingual FR/EN/NL

Knowledge of sports environment

Description du poste

Overview

Your daily workout

Are you ready to transform the wellness industry with us

We are looking for a talented trilingual Operations Manager to join our mission at EGYM Wellpass and revolutionize employee access to sports and wellness activities. You will join the Operations team whose goal is to design a global and efficient operational platform while delivering the worlds best customer experience.

This role will primarily be attached to the Members team but will also cover certain Partner-related tasks in Dutch (NL).

It is strategic to support the development of the Belgian market in Dutch and ensure smooth communication with users corporate clients and partners who speak only Dutch.

Operations Missions

• Members (B2C) : Wellpass app users
• Partners (B2B) : partner gyms
• Corporates (B2B) : corporate clients

Responsibilities

Members Scope 70% of the time

• Deliver the best experience to members via live chat, email and phone in French, English or Dutch.
• Serve as the reference point for agents on complex support cases.
• Track and manage member feedback, identify recurring friction points and propose solutions to remove them.
• Participate in collecting and analyzing feedback to provide insights for improving the user experience.
• Take part in cross-functional projects approved on the roadmap : process improvements, tools, onboarding, BOT and workflows.
• Provide support and follow-up for Dutch-speaking users to help develop the Belgian market in collaboration with internal experts.

Partners Scope 30% of the time (Dutch only)

• Partner support : respond to partner questions in Dutch (emails, tickets) on operational, contractual and technical topics with help from internal teams.
• Partner onboarding : assist with new partner integration, information collection, Salesforce setup, contract verification and account access.
• Partner contract validation in Dutch to ensure administrative and contractual compliance.
• Identify recurring issues and propose process improvements to streamline the partner workflow.

Continuous Improvement & Documentation Members & Partners

• Contribute to process optimization : identify tasks to automate, remove friction points and improve clarity of internal tools.
• Document existing workflows to enhance autonomy and knowledge transfer.
• Act as a driving force to improve the experience for both members and partners daily.

Qualifications

• Excellent written and verbal communication skills.
• Friendly, energizing, dynamic, enthusiastic, serving as a source of motivation for the team.
• Adaptable, attentive, empathetic, able to adjust to your interlocutor and offer solutions to ensure satisfaction.
• Committed, receptive to challenges, always striving to give your best and able to handle busy periods.
• Previous experience in web client relations and / or operations ideally trilingual FR / EN / NL.
• Good knowledge of the sports environment (gym networks, premium studios) is a plus.

Fluent in Dutch, English and French at a professional level

Benefits

• Wellpass Subscription Covered : Enjoy access to a wide range of sports and wellness clubs with the option to share sessions with colleagues for extra motivation and team spirit.
• Provided Equipment : Laptop, monitor, mouse, headset and all tools needed for optimal efficiency.
• Leeto Employee Benefits : Access to numerous perks and discounts for leisure activities, travel events and more.
• Pluxee Meal Vouchers : 9.50 per day with 5 covered by the company.
• 50% Subsidized Navigo Pass : Reduced commuting costs thanks to partial coverage of the public transport pass.
• Hybrid Remote Work : Option to work from home 1 day per week supporting a healthy work-life balance.
• Weekly Fresh Fruit Basket : Seasonal fruits delivered to the office for healthy and enjoyable breaks.

Application Process

• 30-minute initial interview with Sophia Talent Acquisition Manager.
• Dutch language validation with John Team Lead Sales BE.
• Take-home case study (one week to complete).
• Interview with Mathilde Team Lead Ops Members.
• 30-minute interview with Yousri Operations Director.
• 30-minute interview with Sascha VP Operations.
• 30-minute team fit session at our office with the rest of the Operations team.

Contact Information

Contact Person : Sophia Mann

Please upload your English CV

About Us

EGYM is a global fitness technology leader providing fitness and health facilities with intelligent workout solutions. EGYM makes exercising smarter and more efficient with its comprehensive suite of connected gym equipment and digital products that integrate seamlessly with 3rd‑party hardware and software. The result is a fully connected training experience that drives measurable business and health outcomes on and off the training floor.

EGYM also offers subscription-based corporate fitness‑ and wellness solutions built on a combination of gym‑access and EGYM fitness programs that directly target costly chronic conditions and boost employee health leading to higher productivity and well‑being.

EGYMs global headquarters are in Munich, Germany with North American offices in Denver, Colorado.

EGYM is an equal opportunity employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs regardless of race, gender, religion, sexual orientation, age, or any other aspect of an individual's identity.