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 performance, and offer support, assistance to deliver on those actions

• Accountable for managing PT debt across sites within the cluster by keeping on top of this with General Managers

• Ensure delivery of the community marketing engagement plan, focusing on the gym in the community strategy across sites within the cluster

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

• Ensure and be responsible for delivery of all Operational objectives

• Continuous liaison and communication with RM on performance of additional gyms

Let us tell you what we are looking for…

To enrich our great team, we are looking for a Cluster General Manager who embraces their role, the team and our culture.

We’re looking for someone who is clearly able to demonstrate:

Essential

• A passion for health and fitness

• Leadership skills –Proven track record of leading high performing teams to achieve targets

• Ability to lead consistently and calmly through change

• Have clear written and verbal communications skills

• Highly organised –can demonstrate the tools, methods and techniques they use to stay on track/target

• Have sound commercial and numerical aptitude

• Strong communication –Articulate, confident and concise

• Demonstrate strong leadership skills and the ability to influence, coach, develop and inspire the team

• Developing talent –Experience of succession planning and identifying potential within their team

• Be self-starting and entrepreneurial 

• Goal orientated –Driven to achieve set targets and have the ability to utilise past experience of working through and with their team to succeed

• Possess an open, honest and friendly style and an ability to influence teams and colleagues

• Be resilient and pacey -have the ability to change course at the last minute and still ensure success

• Be well organised, timely and structured and ensure ideas are developed and communicated

• Be an advocate and a brand ambassador of The Gym Group and understand that face to face interaction with members and the community is a key part of your role

• Promote the TGG values at all times -individually and ensuring your team does the same

Desirable

• Level 2 PT and / or Level 3 PT Qualified

• Emergency at Work First Aid Training

So, we’ve told you all about us and our amazing new opportunity; now it’s your turn to hit ‘Apply’ and tell us about YOU. We also want to put it out there that we actively encourage applications from a diverse demographic and we are passionate about your culture and value alignment. We want this to be a match that works for you as much as for us - when we say be YOU with us we really do mean it!

If you have a disability that makes it difficult for you to complete your application online please email your cv to [email protected] or alternatively call the TGG Recruitment team on 0203 319 4838 and someone will be more than happy to support you.