Club General Manager

We are looking for a passionate and results-driven Club General Manager (CGM) to lead our team and drive operational excellence across the club. If you are an inspiring leader with a strong customer focus, a talent for developing high-performing teams, and a proven ability to achieve business targets, we want to hear from you. This is an exciting opportunity to make a significant impact by enhancing member experiences, growing revenue, and delivering outstanding fitness and wellness solutions.

Roles & Responsibilities:

Club General Manager (CGM) focuses on directing, promoting and coordinating the operations of the Club in a manner that will optimize the Club’s performance in Sales, Retention, Group Exercise and Personal Training. Responsible for improving the Club’s efficiency, achieving set budgets/revenue and delivering outstanding customer service. It is also the responsibility of a CGM to attract, recruit, develop, train and engage staff to achieve individual and club targets in line with the business goals of the company.

Operating With Excellence:

• Ensure Operating with Excellence through meeting the requirements as set out in the Club Operations manual and maintaining high scores through the quarterly Brand Standards Audits.
• Implementation and Execution of operational changes are in line with company standard and expectation both in terms of delivery and time lines.
• Club Maintenance is managed in accordance to Policy and through the use of the maintenance systems that are in place.
• Ensure Cleaning Standards through documented weekly checks and regular feedback to Service Contractor.
• Ensure Departments follow the Ways of Working as set by Head of Department.
• Ensure all Health & Safety requirements are duly completed

Member Experience:

• Liaise with all departments to support and maximize opportunities for net member movement.
• Maximize the tools provided by Fitness First including Let’s Get You Started, Active 8, GX timetable, My Zone, 6D and member events.
• Consistently achieve targeted Member Survey Score which includes the key KPI’s of Club Overall Experience, New Member welcome, Group Exercise, Gym Floor and Fitness Experience.
• Ensuring Brand compliance through implementation and management of the Member Journey.
• Live the Brand and promote the Core Values. Love what you do. Develop inter club challenges and participate in regular training courses.
• To support and participate in local community events.
• Manage and own the Retention focus in order to promote and achieve Net Gain targets.
• To meet with members requesting to cancel in order to retain the member or assist in the transfer of the membership to someone else.
• Own the Hey Manager process and contact members about their raised concerns/suggestions/complaints ensuring that members know that we care about them and the business.

Commercial Management:

• Must be able to analyze the P&L and make forecasts quarterly and annually.
• Manage all revenue lines to achieve annual revenue budget and like for like revenue growth.
• Achieve budgeted member movement in terms of sales and renewals ensuring that your club meets the dues lines on both POS and Membership Dues.
• Maximize the Personal Training model to achieve and exceed the Personal Training Revenue budget and like for like growth.
• Understand and influence membership yield and revenue yield to ensure sustainability within your club’s revenue model.
• Research and test new products to bring into the business and maximize all opportunities for Revenue growth.
• Build relationships with the surrounding Businesses in the immediate area in order to potentially attract Corporate Members.
• Receiving daily reports, analyzing and produce relevant action plan in line with Club and Company expectancy.
• Educate and develop your HODs with regards to achieving the Club and Company requirements and achieving set budgets.
• Prepare and present quarterly Financial Reviews on your performance and be able to justify current results as well as produce a Plan of Action and Focus Points for the next quarter.

Knowledge, Skills & Experience

Education

Secondary Education – A level or equivalent

Advanced Qualification / Certification / Specialist Training

Degree in Sports Management/Sports Science Coaching and Sports Qualifications REPS L2 or L3

Language

English – Mandatory

Arabic – Beginner / intermediate

Job Experience

3-5 years in the Fitness Industry and having worked in other departments of the business.

At least 2 years’ experience as a Club General Manager