Branch Operations Manager

Role Overview
The City Lead leads the full operational, commercial, and financial performance of the city’s business unit.
This includes:

• Overseeing Rental Operations, Servicing, and RV sales.
• Managing a large team (up to 40 people).
• Managing a large and dynamic fleet.
• Ensuring exceptional customer experience and high operational discipline.
• Driving ancillary sales, process efficiency, cost control, safety, and quality.
• Acting as a role model of Indie Campers culture: Ownership, Proximity, Operational Excellence, Growth Mindset.

This is a hands-on leadership role. In peak moments, the City Lead is expected to step into operations -  supporting where needed to protect performance and customer delivery.
Key Responsibilities
Business Leadership & P&L Ownership

• Owns the full rental city-level P&L.
• Develop financial, forecasting, and resource plans aligned with seasonal demand.
• Drive revenue growth through pricing strategy, fleet optimisation, and ancillary penetration.
• Control costs across labour, servicing, logistics, consumables, and suppliers.
• Use data and dashboards to make informed decisions and evaluate performance.

Fleet, Facilities & Operations Management

• Oversee the city fleet, ensuring readiness, utilisation, and asset protection.
• Lead workforce planning across all operational functions (FO, BO, Servicing, RV Sales).
• Ensure SOPs, checklists, safety rules, and operational standards are implemented and followed.
• Optimise stock (fleet) availability and reduce vehicle unavailability.

People Leadership & Team Development

• Lead, coach, and develop the local team across multiple functions.
• Recruit top talent and manage onboarding, training, and performance evaluation.
• Promote internal mobility and career development (“climb the ladder” philosophy).
• Build a safe, positive, and performance-driven environment that fosters high morale.
• Ensure structured onboarding and refresher training for all new and existing staff.

Customer Experience & Ancillary Growth

• Lead a strong customer-centric culture in line with Indie Campers’ service standards.
• Ensure smooth customer flow, service rituals, and consistent brand voice.
• Monitor core KPIs, complaints, and service recovery, and take corrective action when needed.
• Promote value-based selling of ancillaries products.
• Guarantee professional handling of escalations and conflict resolution.

Commercial & Strategic Execution

• Act as the city’s business owner, driving performance across sales, rental, and servicing.
• Manage vendor and supplier relationships, optimising performance and cost efficiency.
• Align with Regional Ops, Asset, and Sales teams on fleet plans and servicing capacity.
• Identify process improvements and automation opportunities to increase operational scalability.

Compliance, Safety & Quality Control

• Ensure full compliance with operational policies, legal requirements, and safety protocols.
• Conduct audits, quality checks, and process spot-checks.
• Guarantee documentation accuracy across damages, checklists, repairs, and customer files.
• Ensure that all rental and servicing activities meet quality delivery standards.

Operational Oversight

• Lead daily operational workflows: reservations, payments, check-ins/out, and customer communication.
• Support local staff with real-time decision-making and escalations.
• Ensure operational discipline in documentation, damage reporting, and system updates.
• Drive upselling initiatives and consistent service delivery.
• Coordinate with cleaning, servicing, and BO teams to ensure timely vehicle readiness and delivery.
• Oversee detailed verification processes and ensure compliance with audit standards.

Leadership Mindset & Culture Building

• Lead by example with a hands-on attitude and on-site visibility.
• Promote teamwork, open communication, accountability, and recognition.
• Encourage data-driven decision-making across all levels.
• Align regularly with the Regional and Continental teams to share insights and best practices.

RV Sales Support & Demo Coordination

• Oversee the preparation and presentation of RVs for sales appointments
• Deliver or supervise professional RV sales demos, clearly explaining features, layouts, and ownership expectations.
• Adapt the conversation to customer needs, highlight value, and support the sales team in converting leads into buyers.

On-Demand Operational Support

• Support any stage of the customer journey by assisting with vehicle preparation, cleaning, basic troubleshooting, and quick fixes to avoid delays and ensure smooth delivery and high standards.
• Promote a “do what it takes” culture, stepping in during peak moments or operational gaps.

Physical & Operational Requirements

• Must have: Able to work in a hands-on operational environment, spending most of the day on the ground where activities take place. 
• Nice to have: Comfortable performing physical tasks as needed: inspections, staging, minor fixes, or assisting the team.
• Nice to have: Able to stand, walk, and move across the depot for long periods.
• Nice to have: Comfortable working indoors and outdoors in varying weather conditions.
• Nice to have: Able to lift or move light-to-moderate items (10–15 kg).
• Must have: Flexible to work weekends, holidays, and peak periods, supporting urgent operational needs.
• Must have: Able to remain calm and solution-oriented when handling customers and team members in different emotional states.

Experience & Qualifications

• Must Have: 5-7 years of experience in operations, logistics, hospitality, or mobility leadership.
• Nice to have: At least 2 years leading large teams.
• Must have: Strong business acumen and proven P&L ownership.
• Must have: Excellent leadership, communication, and people development skills.
• Strong command of data (Must have: Excel/Sheets, Nice to have: BI dashboards).
• Must have: Excellent communication and team leadership skills.
• Must have: Hands-on, solution-driven, and highly organised.
• Must have: Ability to read data and use dashboards for decision-making.
• Must have: Available to work weekends and holidays.
• Must have: Driving License (Category B) required.
• Must have: English and nice have: local-language proficiency (if applicable).

What We Offer

• Competitive compensation package.
• Lead one of the most strategic business units in the entire organisation.
• Clear progression toward Management Lead roles.
• Strong training and development framework.
• Rental discounts for you and your family.