General Manager - Nashville, TN
TOCA USA
- Franklin, TN
- Permanent
- Full-time
- Play Hard
- Care Deeply
- Grow Together
- Strive for Excellence
- Create Awesome Experiences
- Oversee day-to-day operations of the TOCA Soccer Training Facility, ensuring a clean, clutter-free, and visually appealing environment for all visitors.
- Lead a team of staff members, including coaches, front-desk personnel, and experience functions, fostering a collaborative and customer-focused atmosphere.
- Manage scheduling and staffing to ensure optimal coverage for training sessions and customer service needs.
- Develop and implement facility maintenance protocols to ensure a well-maintained and safe training environment for players and staff.
- Uphold a guest-centric approach, consistently exceeding guest expectations by ensuring high levels of service quality and experience. Address guest concerns promptly and effectively to maintain a positive center experience.
- Set and monitor KPIs related to facility maintenance, customer satisfaction (NPS and reviews), referral generation, and overall operational excellence.
- Create a top-line revenue and performance strategy across all product lines, ensuring growth and profitability through local community driven events, integrated teams and online presence.
- Oversee team training sessions, league games, and class camp/clinic experiences, monitoring their effectiveness in enhancing player development. Analyze NPS scores to gauge customer satisfaction and drive improvements in service quality.
- Partner with the Regional Director of Operations to assist with sourcing and hiring new management candidates, develop a pipeline of potential talent for long-term growth, and raise engagement from skilled team members.
- Coach a team of motivated employees, conduct regular performance reviews, and work with the People and Culture (HR) Department to address personnel concerns or issues.
- Implement strategies to boost employee engagement and reduce turnover, creating a positive work environment.
- Collaborate with the corporate sales and marketing team on ideating and implementing new brand initiatives, client acquisition, and retention strategies for the center, with positive impact for guests and teammates.
- Participate in enhancing the community with your center and regional teams.
- Champion and uphold our core values of excellence, integrity, innovation, and community to create a culture that resonates throughout the facility.
- Work with leadership to create and maintain a unified culture as well as a high level of staff engagement throughout the center.
- 3-5 years of operations management or relevant experience (Retail management, Recreational Sports and Entertainment, Hospitality, or Food and Beverage, experience desired)
- Bachelor's degree in Business Administration, Management, or equivalent experience.
- Ability to work cooperatively and effectively with different personality types as well as other departments, vendors, and clients.
- Excellent organizational and scheduling abilities to ensure the facility runs smoothly and efficiently.
- Availability for full-time work during non-traditional hours, including early mornings, late evenings, weekends, and holidays.
- Demonstrated ability to drive operational excellence, maintain a clean and visually appealing environment, and manage facility maintenance.
- Financial acumen and the ability to understand, consider, and assess the financial impact of decisions.
- Ability to kneel, bend, reach, climb, and stand for long durations of time.
- Ability to move and lift equipment and supplies of 30+ pounds.
- Outstanding interpersonal and communication skills to engage with visitors, staff, and stakeholders.
- Passion for creating an inviting and welcoming environment that aligns with TOCA Soccer Training's values.
- Experience in managing customer relationships and ensuring high levels of satisfaction.
- Competitive salary and performance-based incentives.
- Opportunity to lead the operations of a dynamic and innovative soccer training facility.
- Contribution to the growth and development of local soccer talent and community engagement.
- Positive and supportive team culture that values continuous improvement and excellence.