Overview
The General Manager at Marple Community Hub will lead and oversee all aspects of delivering active well‑being to the local community. You will realise the commercial potential through effective leadership that delivers outstanding financial results and customer experience and will ensure that the operations within your hub are aligned with Life Leisure's Purpose and Mission.
Working at neighborhood level to understand the needs of the community, you will lead the development and delivery of a range of community and health interventions to improve population health and address health inequality. You will develop your teams to ensure that you have a sufficient workforce who effectively promote and connect with the customers and consistently deliver the services we provide to the community.
To ensure all operational standards are achieved in accordance with the Quality Management System and to deliver an outstanding customer experience (KO 3). To ensure our people are inspired to deliver outstanding financial and operational performance (KO 4). To ensure that all Health & Safety standards are achieved and the hub remains compliant at all times (KO 5). To ensure that the hub is an integral part of the community and that our programmes are aligned with local partners including SMBC and the NHS.
Key Objectives
Key Objective 1: Commercial Performance
* Achieve the financial objectives of the hub(s) through the effective management, leadership and coaching of your team
* Ensure effective monitoring & analysis of key performance indicators to enable appropriate interventions consistent with achieving financial objectives
* Continually assess and evaluate competitor activity and community opportunity to enable the appropriate responses to ensure market advantage
* Work collaboratively and with the guidance and direction provided by support managers to optimise the commercial results achieved at hub
* Embrace new initiatives to maximise opportunity and deliver outstanding results
* Identify and exploit opportunities to expand the commercial and strategic activities at the hub
* Maximise the uptake of membership subscriptions and promote the concept of "everyone a member"
* Ensure the hub puts in place the necessary intervention activity to ensure that sales volume, member retention and yield objectives are achieved across Health & Wellbeing, Aquatics and Sport & Recreation products
* Ensure that the hub delivers its membership volume and revenue objectives
* Ensure that marketing activity is executed that creates awareness and enables enquiries to prosper
Key Objective 2: Operational Performance
* Achieve the operational objectives of the business through the effective management and leadership of your team
* Utilise customer feedback to enable appropriate interventions consistent with achieving the operational objectives and outstanding customer experience
* Monitor operational key performance indicators to assess performance & ensure appropriate interventions
* Ensure quality management systems are fully implemented to ensure delivery of outstanding customer and colleague satisfaction
* Create a hub that is friendly, welcoming and supportive of all users and ensure that an outstanding customer experience is delivered
* Empower your colleagues to make outstanding service decisions for customers in both face to face and digital environments
* Work collaboratively and with the guidance and direction provided by support managers to optimise the operational quality achieved at hub
* Support & promote the health, safety & welfare of colleagues and customers
* Community engagement: to improve the offering and service that is provided, ensuring it meets the needs of the whole community
Key Objective 3: People Leadership and Development
* Effectively communicate vision, purpose and direction along with financial and operational objectives to the hub team
* Inspire and motivate all teams at the hubs and role model and promote a culture aligned to our WATCH principles
* Create an environment whereby Duty Managers fulfil their accountabilities in a self‑sufficient and determined manner
* Coach and mentor team members so that they can work independently and develop skills to enable their careers to progress
* Ensure all direct reports have a regular 1‑2‑1 to review their key objectives and are managed according to its outcomes
* Ensure all direct reports receive a Personal Development review that is reviewed at least annually to ensure they are developed to realise their potential
* Ensure all staff are aligned with departmental objectives
Key Objective 4: Health & Safety Compliance
* Embrace the company's vision, principles and beliefs
* Understand the expectations of their roles
* Realise potential and deliver an outstanding customer experience
* Ensure the hub implements the processes and protocols defined by the Health & Safety management system
* Remain Health & Safety compliant at all times
* Collaborate with other service managers to ensure awareness of the Health & Safety management system and processes
* Maintain all necessary records determined by the Health & Safety management system
* Keep all safety checks and risk assessments up to date and recorded
* Record and securely store all accidents and near misses
* Ensure team members responsible for customer safety possess and understand HSG179 - Health & Safety in Swimming Pools
Key Objective 5: Community Programming
* Establish strong relationships with the library service and NHS within the building
* Work alongside the Active Communities team to facilitate activities within Marple Memorial Park
* Produce annual reports on participation and engagement at the hub and across the whole of Marple
* Submit these reports to SMBC and Sport England
* Ensure that the hub's timetable complements each of the services based from the building and that interventions improve population health
* Establish relationships with a wide range of community organisations who should use the hub as a base for their activities
* Deliver the Family Hub model, integrating it into the delivery of "Live Well"
Key Attributes
* Ability to lead, inspire and motivate teams and customers
* Excellent communication skills
* Customer focused
* Forward thinking
* Initiative on decision making
* Capability to have challenging conversations with both customers and team members
* Analytical ability to translate information into practical plans and meet deadlines
* Strong understanding of Place‑Based work and Sport England's Uniting the Movement Strategy
* Natural desire to serve the community
* Problem‑solving skill
Essential Experience
* Experience at a management level within the leisure sector
* Full profit and loss responsibility in previous employment
* Experience meeting deadlines and exceeding set targets
* Experience providing community programmes and services
* Experience generating new business and retaining existing customers
* Experience leading a large, multidisciplinary team
* Experience dealing with contractors and other external organisations
* Experience building and maintaining local and regional relationships
* Experience evaluating programmes and reporting to key stakeholders
* Quality Assurance
Desirable Experience
* Experience with Leisure Management systems
* Working knowledge of Quest and NPS
* Experience in a co‑located service environment
* Experience in the private sector and local government leisure industries
* Understanding of food and beverage operations
Essential Qualifications
* Professional Management Qualification or relevant experience
* Knowledge of Health and Safety at Work Act
* Pool Plant Certificate
* First Aid qualification
Desirable Qualifications
* Current or previous National Pool Lifeguard Qualification
* Additional Health and Safety qualification or relevant experience
* Good general standard of education to a minimum of A level or equivalent in Maths and English
* IOSH - Health & Safety certification
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