Customer Spotlight: Marilyn Khan, Group Exercise Manager, Vision Leisure
“Cover Ninja didn’t just improve our cover process, it transformed the way we operate. I’ve gained back more than 20 hours a week, reduced stress across the team and created a much more sustainable way of managing 450 classes across 10 sites.”
Tell us a bit about your role and what a typical day looks like for you?
I’m the Group Exercise Manager for Vision Leisure, overseeing 10 sites and around 450 classes every week. My role involves managing timetables, supporting instructors, ensuring classes are delivered to a high standard and making sure our members have the best possible experience. No two days are ever the same, and there is always something that needs attention, particularly when it comes to instructor cover.
How many classes and instructors are you managing on an average week?
Across our sites, I’m responsible for approximately 450 classes each week and work with a team of more than 70 instructors. With that many classes and people to coordinate, having an efficient cover process is essential.
Before using Cover Ninja, how were you managing class cover day to day?
Everything was done manually. We relied on WhatsApp messages, phone calls, emails and spreadsheets to find cover when instructors couldn’t teach. It was a constant cycle of messaging, waiting for responses, chasing instructors and trying to keep track of who had accepted which class.
What was the most frustrating part of that process?
Without question, it was the amount of chasing involved. I spent far too much time following up messages and trying to keep on top of conversations happening across different platforms. When cover requests came in at short notice, it could quickly become stressful and overwhelming.
How much time would you say you or your team were spending on cover each day?
Looking back, I was regularly working more than 20 extra hours a week on top of my normal 40-hour week, and a large proportion of that time was spent managing class cover. It became a significant part of my workload.
Did it ever impact the member experience or your team’s workload?
Absolutely. Time spent chasing cover was time that couldn’t be spent supporting instructors, developing the programme or focusing on our members. It also added pressure to managers and instructors, especially when last-minute changes happened.
What made you look for a different solution?
The process simply wasn’t sustainable. Managing cover was starting to affect my work-life balance and even my home life. I knew there had to be a better, more efficient way of doing things, one that provided visibility, accountability and saved time for everyone involved.
How has your day-to-day changed since using Cover Ninja?
The difference has been huge. Everything is managed through one platform, making the entire process faster, simpler and much more transparent. I no longer need to spend hours chasing responses, and even when I’m on annual leave or unavailable, I know the system gives other managers everything they need to keep classes running smoothly.
What’s the biggest difference you’ve noticed?
The biggest difference is the reduction in stress and the amount of time I’ve gained back. Having all cover requests, responses and information in one place means there is complete visibility across the operation. What was once one of the most challenging parts of my role is now one of the easiest.
Roughly how much time do you think it’s saved you or your team?
Cover Ninja has helped me reduce at least 20 hours of overtime every week. That’s time I can now spend supporting our instructors, improving our group exercise offering and maintaining a healthier work-life balance. For me, the return on investment has been incredible.
👉 Ready to transform how your fitness venue handles cover?
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