Club Manager

Looking to take the next step in your career with a role that will give you career progression and a long-term career? If your answer is yes, then it's Crunch time Become part of the rapidly expanding Crunch #fitfam and empower people to live out their dreams by helping them 'perspire to greatness'

Crunch Fitness in Mortdale is currently looking for a Club Manager to join and lead their team on a Full-Time Permanent basis.

About Us:

We have a No Judgments philosophy here. It's our Monday-thru-every-day mantra. A simple philosophy that drives us to create a community and a gym for all. No judgments means room for everyone, regardless of shape, size, age, race, gender, or fitness level. No matter your workout of choice, we want you to feel good while reaching your goals.

Each of our clubs is company owned and has a local team who love to serve.

We're on a mission to grow so we can impact more people the Crunch way. To do this, we live by the values that have shaped us from our humble beginnings in 2007.

We're a diverse FAMILY, we care about people. It's what keeps us HONEST, we choose to do what's right, not easy. This desire is fueled by a PASSION to help people perspire to greatness. So strong it powers the POSITIVE vibes that keep us moving even through the tough times. It fires us up to always PIONEER ways to give our members the best. All this, so we can testify of the FUN we have when delivering Love, Fitness, and Happiness to everyone daily.

Key Responsibilities

1. MEMBER EXPERIENCE

Responsible for delivering Member Service Standards that leads the club to achieve NET MEMBER GAINS.

MEMBER RETENTION AND REFERRALS

• Ensure Member Experience is legendary and achieves Net Gains every month

• Welcoming service at all touch points, Hellos and Goodbyes and creating moments of truth in all support on front-line, email and telephone inquiries, complaints, incidents and feedback with well-informed responses and solutions, recorded and replied to immediately

• Escalating issues to Crunch HELP service for follow up Cancellation Protocols and Cancellation Saves New Member First 30 Days Connection program implemented

• Member engagement promoting add-on services Member Giveaways/Partnership Discounts and

Incentives

• Personal Training services promoted

• Group Fitness operations run smooth from Bookings, Check-ins to Instructors check-ins

CLUB OPERATIONS AND CLEANLINESS

• Responsible for ensuring club is in a good operating state and team are following the systems

Achieve a minimum of 90% of club Audit score.

• Club opens on time and follows club opening procedures

• Guest Rules and Procedures enforced (Guest Tablet Check-ins, Guest information accuracy and ID checks)

• Club Rules enforced for productivity and safety (check-ins with card, using a towel, bags safely stored in lockers, and respectful behavior)

• Handle escalated member enquiries and issues to ensure prompt resolution.

• Membership benefits enforced for Base and Summit

• Club Floor-walks (high fives, clean, tidy and report any club maintenance issues) on schedule

• Cleaners Audit for overnight cleaners' daily compliance, report any cleaning issues for refocus of cleaners

• Club Supplies covered

• Club Operating and Equipment repairs and maintenance timely management

• Club Closing follows procedures

2. TEAMWORK

Responsible for working with the GM and club team to deliver high service and sales standards

• SHIFT planning and check-list compliance team monitoring

• Positive team culture created through collaborative teamwork through clear communication, setting individual goals, and creating fun staff challenges and events

• Membership Integrity, accurate representation of memberships (Membership Rules and Sales Guide Adherence)

• Mystery Shopper Score to achieve a Pass rate of 90% by frequent testing of all employees

• Time sheets checked and approved daily

• Supporting team members in club and working with GM to provide on-going learning

• Manage team performance and handle disciplinary actions in line with company policies.

• Schedule team rosters and approve timesheets, ensuring all staffed hours are adequately covered and budgets are maintained.

3. BUSINESS SUCCESS

Achieving Club Revenue Goals

DRIVING GUESTS

• Drive Membership Sales Goals and achieve a minimum of 60 NMU adds per month

• Guest Tour Best Practice experiences that result in Club Closing rate at 80%

• Selling PT and booking in Kick-off sessions with PT Lead

• 30-Day PIF Up-grades follow up on CM management systems to drive success

• PIF Renewals follow-up actions to achieve target renewal rates

• Close-out, Flash Sales & WOFF execution of game-plans and responsible to setting event Themes New Member On-boarding procedures followed (Welcome Pack, flyers, first workout commitment and orientations, Referrals, First 30 Days Connection) working with set cadences

• Collections Gatekeeper collect all outstanding amounts, including rejection fees and fix up account details to achieve minimum 90% of Collections goal

• External marketing campaigns effective communication and execution in-club

OTHER

• Execute on focus points for daily and weekly production action as assigned by GM

• Banking protocols

• POS procedures executed with accuracy resulting in less than 2% refunds

• Daily Update Emails Acton and goals communicated to the team

• Local partnership support at club level

How to Apply

If this sounds like you, please send your Resume with a Cover Letter describing how your experience has set you up for this role. Click the APPLY button.

Due to the number of applications, we receive including for other roles we will only be able to contact you if you are successfully chosen for an interview.