Regional Manager - Abu Dhabi

TITLE:

Abu Dhabi Regional Manager

REPORTING TO:

Chief Operating Officer

LOCATION:

Abu Dhabi – Central Office

Company Purpose

Inspire movement, Self-expression and human connection

Company Vision

BE LOVED AS A REGULAR DESTINATION FOR FREESTYLE FUN, PROGRESSION & DEVELOPMENT

BOUNCE is a fast-paced and energetic environment full of smart people who make things happen. The company vision ensures an ongoing commitment to creating:

• A loved and respected international brand
• An awesome culture with exceptional people at every level
• A fresh and evolving multi-sensory experience
• Pumping venues across the world
• A safety record we’re proud of.

Company Mission

Bring the Love – Inspire Progression – Grow the Tribe

Our Values

We have a powerful working culture that fuses passion, connectivity, accountability and evolution of the BOUNCE experience. 

These are the BOUNCE values:

·      Passion

·      Unleash your free spirit.

·      Be your awesome, authentic self.

·      Harness your talents and gifts.

·      Stand out and shine.

·      Unity

·      We’re a tribe. We jump together & we’re building a revolution together.

·      Talk straight. Talk Often. Embrace diversity Stay tight.

·      Accountability

·      We need leadership at every level.

·      Take charge. Be decisive.

·      Follow up and follow through.

·      Get the right $h*t done right.

·      Keep it fresh

·      Be the front runner & game changer.

·      Encourage.

·      Inspire & be inspired.

Position Purpose

·      Manage the operational performance of the Abu Dhabi venues to ensure the efficient and effective delivery of the Mission, done in a commercially sound manner through the proactive management of KPI’s including Revenue, NPS, Labour, Safety and Tribe Engagement.

·      Manage overall operations and take responsibility for the effective and successful management of all Venue / Assistant Venue Managers.

·      Contribute operations information and recommendations to strategic plans and reviews; prepare and complete action plans which will help generate revenue across all venues as well as delivering an awesome customer experience.

·      Control expenditures; analyse variances; initiating corrective actions.

·      Develop, implement, enforce, and evaluate policies and procedures and develop processes to improve operational efficiencies and management development in partnership with P&C.

·      Ensure every Venue is accountable for their safety record and proactive management of injured customers by keeping under target and implementing corrective measures 

·      Ensure the designed products are consistently delivered by the venues to uphold Bounce’s stringent safety standards by driving a strong safety culture

·      Ensure the venue management teams are constantly motivated and developed throughout their BOUNCE journey

·      Ensure the BOUNCE ecosystem is thriving with motivated teams enthusiastically delivering on the BOUNCE Mission

Key accountabilities

Leadership of Awesome Customer Experience (ACE)

·      Facilitate a culture where customers feel welcome, free and supported

·      Ensure all team members are driven by a strong commitment to customer satisfaction

·      Monitor and analyse customer feedback and take appropriate action with individual venues i.e. recognition or remedy

·      Understand customer segments and ensure the optimal customer mix is achieved in parallel of the pursuit of full occupancy

·      Coach and guide venue leaders on BOUNCE communication standards for various customer interactions (e.g. complaints, injuries, etc)

Definition of operational procedures

·      Capture best practice operational procedures and define them in ways that can be effectively communicated to the P&C Team such that they are able to develop relevant and effective training programs and operating guidelines.

 People Management

·      Input into training programs to facilitate implementation by P&C

·      Provide ongoing feedback to the P&C team on the training programs and related operating guidelines to ensure that these are able to be effectively adopted across all venues.

·      Ensure Venues are selecting the right team members (who embody the BOUNCE brand and values), are optimising staffing levels, and ensuring they are appropriately trained for their roles.

·      Ensure all labour laws, Equal Employment Opportunity and Bounce policies are adhered to.

·      Promote a feedback culture by meeting with Venue Managers regularly for 1:1 catch-ups, feedback sessions, quarterly performance reviews and development plans.

·      Ensure discipline is also managed appropriately in Venue.

·      Recognise and engage the team, therefore minimising turnover.

·      Develop an internal succession plan and help identify team members for advancement.

Leadership of Venue Management (including guidance and performance management)

·      Coach, develop and lead direct reporting managers to enable proficient operation of their venues to achieve consistent delivery of an awesome customer experience

·      Implement and manage short, medium and long-term venue goals, outcomes and action plans.

·      Train develop and lead Venue Managers to ensure proficient operation of the Venues to achieve consistent delivery of an awesome customer experience.

·      Train venue teams on all operational procedures and expected company standards

·      Attend and facilitate VM weekly meetings and monthly operations meetings

·      Assist in communicating the company strategy and all relevant news and updates, to all team members ensuring they know what role they play in making BOUNCE thrive

·      Update venue management teams on business performance, new initiatives and other relevant issues to ensure engagement and purpose

·      Be an inspirational leader who drives an exceptional working culture by managing and motivating the venue management team and team members to increase sales and continuously evolve the BOUNCE team vibe

Operational delivery of mission (bringing the love and inspiring progression)

·      Facilitate a culture where customers feel welcome, free and supported

·      Ensure all team members and site operations are driven by a strong commitment to customer satisfaction

·      Monitor and analyse customer feedback and take appropriate action with individual venues i.e. recognition or remedy

·      Understand customer segments and ensure the optimal customer mix is achieved in parallel of the pursuit of full occupancy

Operational oversight of costs

·      Ensure labour targets are achieved

·      Manage expenses and keep all controllable/variable P&L expense line items within budget

·      Check monthly venue reports & P&L’s for accuracy and rectify discrepancies

·      Analyse business KPI’s such as sales, labour, cost of goods sold and implement action plans to improve

Operational oversight of compliance

·      Ensure that all UAE venues are operating according to the relevant laws, particularly in relation to:

o  Safety

o  OH&S

o  Food handling

o  Relevant local regulations (eg. Operating hours and noise levels)

Safety, Repairs & Maintenance

·      Ensure that Safety Culture is implemented in all venues

·      Monitor SIS reports regionally

·      Identify relevant trends and prioritise appropriate actions to proactively reduce risk of injury

·      Become a best practise leader in safety by ensuring a safe environment for all customers, team members and contractors with a prevention focus by implementing and following the “Safety and Injury Management” system and ATPA standards (or other relevant local standards)

·      Ensure all UAE venue management teams hold relevant and current training and qualifications (e.g. First Aid, WWCC) and that this is documented in personnel files

·      Oversee the management of preventative maintenance of all facilities and equipment in non-trampoline areas

·      Assist and sign off on all venue related risk assessments

Other Duties

·      Other duties as directed by the COO (and CEO) from time to time.

Values & Behaviours

·      Lead by example by living BOUNCE Values on a day-to-day basis and encourage and help all team members to do the same

·      Positively influence and maintain the BOUNCE culture through direct and indirect action as needed

·      Take every opportunity to promote the BOUNCE Vision, Purpose, and Mission both internally and externally

Skills, Experience and Character

The successful candidate should have 3+ years leadership experience with a medium sized organisation and have demonstrated achievements in turning a business around to make it profitable. Interpersonal skills are key as this role will have a strong impact on culture. A passion for people and the ability to build thriving relationships. A strong understanding and focus on operational effectiveness and commercial considerations.

Experience with youth, sports or other relevant lifestyle brands is preferred.

Most importantly, the UAE Operations Manager needs to live and breathe the brand culture and values. They need to have excellent authentic communication and influencing skills and be energized by managing and developing teams. 

Key Competencies:

·      Business Acumen

·      Leadership

·      Conflict Management

·      Business Negotiation

·      Organization

·      Decision-Making

·      People Management

·      Deadline-Oriented

·      Critical Thinking and Problem-Solving Skills

·      Planning and Organizing

·      Communication Skills

·      Persuasiveness

·      Influencing and Leading

·      Teamwork

·      Negotiation