Cluster General Manager

Cluster General Manager

Reporting to: Regional Manager

Based: Gyms within Region

Here at The Gym Group we believe we are simply the best in our industry! Our amazing teams have skills, abilities and can-do attitudes that make this a great place to work!

We have strong, embedded values and an easy-going culture which ensures we put our people first. We pride ourselves on being fun, innovative, inclusive and engaging. We are now on the lookout for a Cluster General Manager to join our amazing Regional Operations Team.

What you need to know about us…

We’re not like any other gym company; we are The Gym Group , a place where you can #BeYouWithUs and perform to your absolute best. We are successful; by membership we’re the 2nd largest gym business in the UK and the 4th largest in Europe. We hire people with real passion, positivity and enthusiasm which motivates and inspire those around them. We actively invest in our employees; it’s so important to us that our people can thrive in our environment and can make the most of the flexibility and support we offer to all of our teams. We have been recognised as #1 in our industry by Glass Door and #25 in the Top 50 Best Places to work in 2022 which is all down to our great leaders and exceptional teams. We have held the prestigious Investors in People Gold Award for 2 years and were recent winners of an amazing award for all of the work and support we did through the pandemic.

We are proud of our people and our gym teams are phenomenal; you want to be a part of that, we know you do!

What you need to know about the role…

Manage all aspects of your home gym plus the management and performance of an additional 4-6 TGG Gym sites. You will deliver operational excellence, continuous improvement and exceed performance targets across the 4 operational pillars: People, Compliance, Member Service and Profit.

General Accountabilities

Deliver operational excellence at your home gym across TGG Operational framework –People, Compliance, Member Service and Profit

Ensure home gym achieves budget gym contribution on a monthly and quarterly basis through successful revenue management and cost control

Celebrate success and escalate any issues / concerns to your regional Manager

Manage, support and coach GM performance to deliver monthly and quarterly Gym Contribution targets by undertaking site visits and utilising the business performance dashboards

Provide management support and take responsibility for each gym delivering on the 4 pillars of People, Compliance, Member Service and Profit

Drive a culture of training and development, working with your RM to identify, develop and retain talent for the growth of the region and organisation, putting people at the centre of decisions, and embodying the company values: Take the First Step, Friendliness, Realness, Challenge your Limits.

Ongoing communication with your RM on overall performance measured against the 4 Operational Pillars ensuring that successes are constantly shares and also highlighting any potential areas of concern

People

To identify, develop and retain the best talent, putting people at the centre of all decisions.

Develop Home Gym AGM to be able to successfully manage the site to ensure you can support other sites

Recruit, lead and develop an engaged and motivated team

Use the engagement survey to create an empowered inclusive and diverse team and culture

Maintain high employee engagement and performance through regular team and fitness trainer meetings / hydrate & chats / 1-2-1s and embedding our values and behaviours with a view to maximising resourcing and minimising employee turnover

Responsible for delivering outstanding member service by managing the team to deliver a first-class member experience including but not limited to high class member inductions and Group X

Communicate to all team members, TGG members and 3rd parties in a professional manner which is representative of TGG values

Drive a training and development culture with all GM/AGMs delivering training sessions and on the job coaching & mentoring

Set stretching and challenging objectives for all direct reports ensuring your team is set for success at all times

Effective communication and clear feedback to GM’s, including feedback, support, coaching and agreed action plans from site visits

Assist with recruitment and inductions of Management teams across sites

Attend meetings within the region/calls when required

Participate in AGM/GM development across the wider region

Assist RM with ER / People Management cases across the region

Compliance

Accountable for ensuring all Health & Safety, people policies and processes are adhered to creating a safe compliant gym

Responsible for ensuring that all H&S and HR policies including but not limited to: Assure, recruitment, onboarding and Workday tasks, plus any additional recognised procedures are adhered to and actioned

Deliver a safe and compliant facility by adhering to all H&S protocols and managing member/employee behaviour

Ensure that all relevant H&S site checks / requirements are completed timely, correctly and in line with determined TGG standards

Responsible for ensuring the smooth day to day operation by managing staff rotas, holidays and sickness including overseeing the contract cleaners

Deliver site presentation brand standard, work alongside RFM in driving gym standards and ensuring all maintenance tasks are carried out in a timely manner

Ensure all sites are fully compliant –utilise Assure and Workday to identify and manage sites by exception if necessary

Ensure that all relevant H&S site checks / requirements are completed timely, correctly and in line with determined TGG standards

Conduct site visits / audits as and when required

Support sites within cluster to deliver site presentation brand standard, work alongside RFM in driving gym standards and ensuring all maintenance tasks are carried out in a timely manner

Member Service

To create a culture of continuous improvement, providing a first-class member experience alongside TGG standard and extremely well-maintained facilities.

Consistent delivery of the company member service strategy

Embed a member service environment & culture within the gym

Responsible for delivering outstanding member service by adhering to and exceeding OSAT quarterly and annually targets

Ensure the facility and equipment is maintained to the highest standard, identifying and reporting any issues as soon as they are recognised and following them through to successful resolution

Manage the day to day operation ensuring that standards are maintained

Deliver and manage social media content in line with brand standards and company policy

Consistent delivery of the company member service strategy across sites within cluster

Understand what great looks like in delivering exceptional customer service and deploy consistently across your cluster

Conduct site visits focusing on service and standards promoting a culture of continuous improvement

Set stretch targets on OSAT metrics and discuss ways to achieve them and review at least monthly

Support in the delivery of social media content in line with brand standards and company policy across sites within cluster

Profit

To manage all financial aspects of the gym ensuring all targets are met and where possible exceeded delivered.

Achieve budgeted Gym Contribution targets on monthly and quarterly basis by managing Sales, LIVE IT/Yanga, PT income and rent, ARPMM and controlling costs

Manage all cost lines within budget focusing on R&M, variable costs

Ensure delivery of the community marketing engagement plan, focusing on the gym in the community strategy

Create a sales through service culture focusing on tour conversion and ancillary sales opportunities

Agree challenging and realistic actions for GM’s to maximise performan