Powerleague

General Manager - Croydon

Recruiter
Powerleague
Location
Croydon, London
Salary
Competitive
Posted
13 Jun 2018
Closes
13 Jul 2018
Job Type
Full Time

General Manager - Croydon

Reports To: Regional Operations Manager

Department: Operations

Powerleague is the original and premier provider of commercial small sided football in the UK. It all started in 1987 and we are now the world’s largest provider with over 50 community Clubs across Europe.

Our clubs are about bringing local people together, sharing the good times as a community, being proud of where we’re from and being the local home of 5-a-side. Each of our clubs has their own individual Club Crest that represents their local community.

Role Purpose

The purpose of the General Manager role is to create a centre that is a welcoming place for everyone.  Your key measure of success will be delivered through inspiring and motivating your team to deliver a world class customer experience whilst pro-actively driving forward the overall performance of your site.

The Essence of the Role / Key Accountabilities (in line with Balanced Score Card Model)

Operations

  • Lead and drive forward your team in doing the right things to achieve our KPI’s in relation to our customers, our colleagues, our brand and our profitability
  • Identify opportunities to maximise profitability and performance of the site and implement these initiatives and actions whilst engaging your team
  • Conduct daily centre walks to ensure centre standards are maintained  to a high level at all times
  • Ensure all systems, POS procedures and centre operational procedures are utilised and adhered to in line with company expectations
  • Communicate any changes to operational process and procedures to the team and provide suitable training to ensure changes are seamless for our customers
  • Understand the risks when handling customer and corporate data and be aware of the security policies that apply to this role ensuring compliance with them, setting an example for the team

Customer

  • Lead by example to create a culture of exceptional customer service, constantly pushing the boundaries to enhance the Powerleague customer experience
  • Deliver a ‘World Class’ customer service at all times
  • Recognise and reward great behaviours to show your team what great looks like
  • Role model giving great customer service and demonstrate empathy and understanding even in the most difficult situations.

People

  • Ensure all new starters are trained in line with Powerleague’s Induction Programme, and that probationary reviews are conducted and recorded
  • Ensure all team members have up to date Job descriptions and reviewed in line with company performance review processes
  • Set  goals, regularly review results and support your team through performance management and celebration of successes
  • Recruit, recognise and develop the best talent by working cross functionally
  • Communicate effectively and provide ongoing feedback through team meetings, one to ones and on the spot coaching

Finance / Sales

  • Ensure KPI’s are met for the site via achievement of ‘Pitch and Bar’ and ‘Other Income’ targets
  • Recognise the things that drive value for Powerleague and do more of them to Exceed targets
  • Ensure all team members fully understand and deliver sales, service and standards, via on going communication, training and empowerment
  • Understand the bigger picture and the relevant commercial requirements and act with agility when necessary
  • Role model a ‘one best way’ approach to get things done, balancing what is right for our customers, Powerleague and our people
  • Work within the profit and loss framework, meeting profit targets and keeping costs under control
  • Understand what costs are in your control and take action to manage these effectively within budget
  • Generate new ideas where Powerleague can make additional savings and be more cost effective

Role Dimensions

Financial

  • Yearly Budget
  • Delivery of profit gross per year
  • Achievement of all income targets for the site

Non-Financial

  • Number of direct reports
  • Number of Indirect reports
  • Customer satisfaction survey
  • Labour turnover

The Output/Measure of Success

  • Engaged people
  • Customer loyalty and recommendation
  • Commercially sound balanced business
  • Minimal loss to the business (Loss, risk and brand assuance)
  • Revenue and Profit targets consistently met

Person Specification

Competencies / Behaviours

  • Leading Change
  • Results Focus
  • Effective Team Leader
  • Problem Solving
  • Business Acumen
  • Communicating and engaging
  • Strategic Thinking
  • Customer Dedication
  • Respect

Technical/Professional Expertise

Essential

  • Proven people management skills
  • Strong commercial acumen
  • Adaptable and versatile
  • Proven customer service and sales background
  • Excellent communication skills, both written and verbal
  • Be able to act quickly and decisively

Desirable

  • Proven track record of managing a team to excel in sales targets and KPI’s
  • Experience of managing budgets
  • Experience of manpower planning

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