Regional League Operations Manager - South of England

Regional League Operations Manager - South of England

We’re looking for a customer focussed, commercially minded individual who will oversee our London and Bournemouth teams in the delivery of our small sided football leagues and tournaments in the South of England including key locations such as Brighton, Christchurch, Basingstoke and London.  Leading a team of Senior League Managers and League Executives you will ensure that we deliver exhilarating, memorable sporting occasions to our players week in, week out in a safe, compliant and profitable manner.

Successful candidates will split their time between the London and Bournemouth offices as well as regular visits to venues.  In addition to the running of the existing leagues you will be responsible for sourcing and launching new leagues to grow our presence.

Role Purpose:

To drive sustainable profitability within the region, managing your team to success and ensuring the customer is delighted through every touchpoint of their journey. Responsible for meeting and exceeding sales targets/KPIs, managing costs, coaching and inspiring your team of League Executives and Senior League Managers and ensuring a consistent and brilliant delivery to our customers between all of the venues in which we operate across the country

Key Responsibilities:

Finance / Sales

• To fully understand and drive the region’s performance.
• Take ownership of your region’s performance, effectively allocating resources and refining processes to drive overall profitability in a variety of situations and market conditions.
• Use all available data to make commercial decisions based on sound analysis and financial judgment.
• Understand the bigger picture and the relevant commercial opportunities and adapt approach accordingly.
• Understand what costs are in your control and manage these effectively within budget generating new ideas where the business can make additional savings and be more cost effective.

Customer

• Understand the behaviour and patterns of your customer base and draw conclusions from this.
• Actively monitor customer satisfaction and feedback systems to drive continuous service improvement.
• Create a service culture by ensuring all activities are centred on the customer.
• Ensure a World Class customer experience is being delivered by challenging what you see; there is no place for silent approval.
• Coach your team to ensure a consistent brilliant standard in customer service and standards. Always be there to help, support and challenge when standards are not met.
• Recognise and reward great behaviours to show our teams what great looks like.
• Lead by example by always delivering great customer service.

Operations

• Prioritise and allocate maximum possible time to effectively completing an appropriate number of site visits and follow-up with effective visit reports.
• Create a high performance culture in all your venues by setting clear expectations and targets, analysing venues’ performance, giving appropriate and prompt feedback.
• Positively influence all business stakeholders by offering suggestions and improvements.

People

• Fully embrace and demonstrate the Company’s Mission, Vision and Values.
• Work alongside the Senior League Manager(s) on the recruitment, induction, training and development efforts in your region; actively manage the succession planning process and ensure all HR policies and procedures are adhered to.
• Actively collaborate with the wider League Operations Team and share best practices to drive performance.
• Set goals, regularly review results and support your team through further development and celebrating successes.
• Hold colleague engagement high on the agenda by recognising the differences in people and adapting your style to get the best out of them.

Business Development

• Maintain an awareness of expansion opportunities within your region and action as necessary.
• Work to develop partnerships with local and national organisations

Competencies/Behaviours:

Essential

• Decisive, logical thinking
• Adaptable and able to embrace change
• Problem solving approach
• Commercial acumen
• Well-developed communication skills
• Customer focused
• Strong written and oral communication skills.
• Well organised
• Self-motivated
• Able to motivate and form teams around you
• Comfortable in leading change
• A passion for both people and processes with a proven ability in achieving targets.

Technical/Professional Expertise

Essential

• Customer service skills
• Administration skills
• Good written and verbal skills
• Good interpersonal skills
• Ability to manage, develop and lead others
• Strong customer service and relationship management skills
• Experience of time management with the ability to prioritise and meet deadlines
• Experience of working independently and within a team to produce high quality, accurate work

Desirable

• Customer service skills
• Administration skills
• Good written and verbal skills
• Good interpersonal skills
• Ability to manage, develop and lead others
• Strong customer service and relationship management skills
• Experience of time management with the ability to prioritise and meet deadlines
• Experience of working independently and within a team to produce high quality, accurate work

This job description describes the main elements of the role however a hands-on, flexible and proactive approach is expected and as such, this document is not exhaustive. This job description is subject to review on an ongoing basis