Cluster Club General Manager

  • Full Time
  • , South Africa

Virgin Active South Africa

In a nutshell (your purpose) To make exercise irresistible. This role is responsible for all aspects of the operational and financial performance of all clubs in the cluster (Nelspruit & Riverside); including income statements, sales retention, brand standards, customer experience and people management.

Duties & Responsibilities

A day in the life (your duties & responsibilities)…

  • To always do your bit towards achieving our Vision of being The World’s Most Loved Exercise Brand; to live and role-model our Values of Insatiable Curiosity, Delightfully Surprising, Heartfelt Service, Red Hot, Smart Disruption and Straight Up; and to bring to life our People Promise of Be Yourself and Go Together, Work Hard and Dream Big

Financial Management

  • Budgeting and expense control of all facilities in the cluster
  • Ensuring that all clubs in the cluster operate as a profitable business unit
  • Control income and expenses against budget
  • Manage according to company standards in order to reduce risk (salary requirements, Audit reports, etc.)

Facility Management

  • Overall operations of all facilities in the cluster
  • Responsible for managing and overseeing the Health and Safety standards of the facilities
  • Manage preventative and corrective maintenance procedures according to company policy, including refurbishment and development projects

People Management

  • Responsible for the recruitment, development and training of staff
  • Ensure all information is communicated effectively to staff and tenant compliment in both clubs
  • Implement and ensure the adherence to required policies, procedures and systems

Customer Experience

  • Implement and sustain a strong member focus, and end-to-end great customer experience across both facilities
  • Provide solutions to demanding member bases on queries and complaints in line with the company policy
  • Ensure excellent customer service according to the company brand standards

Competitor Analysis

  • Understand how to mitigate competitor risk
  • Conduct regular analysis of the competitor landscape
  • Notify senior management of potential risk

Desired Experience & Qualification

  • Matric or equivalent NQF level 4
  • 3+ years successful CGM experience
  • Successful CGM experience in a 3 or more star club; preferably a 4 or 5 star club
  • Minimum of ‘meets expectations’ on both KPI and Values components of the last Performance Promise review (internal applicants)
  • Successful completion of L2F
  • Must be financially proficient and have good financial acumen
  • Must have a ‘business owner’ approach
  • Must be able to manage multiple (and sometimes, competing) priorities successfully
  • Must have a solid understanding of the market, with good insight into the competition
  • Good customer relations and interpersonal skills
  • A solid understanding of People / HR practices and procedures which includes recruitment, people development, people relations, performance management and coaching skills, etc.
  • Proven, successful track record working within an ever changing and pressurized environment – ability to be adaptable and flexible

We’d love you to have…

  • Relevant tertiary qualification, e.g. business management
  • Previous multi-site experience a distinct advantage
  • In-house Master Trainer qualification

What success looks like [Key Performance Indicators (KPIs)]…

  • Financial Management [income (sales and ancillary), cost and profit]
  • Facility management [brand, operations and health and safety ]
  • People management [wellbeing, performance and development, IR, etc]
  • Customer experience [service, NPS, retention, wellbeing, etc]