General Manager

Frasers Group; Exeter; On-site; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Complimentary club membership

Staff discounts on coaching, events &

Career development opportunities

Ongoing training & development

Job summary

Slazenger Padel Clubs is seeking a General Club Manager to lead operational excellence, drive commercial performance, and deliver outstanding member experiences within a vibrant padel facility. You will manage a team, optimise profitability, and elevate service standards while ensuring safety and compliance.

The role requires strong leadership, commercial acumen, and exemplary customer service, with the ability to analyse performance data and implement improvement plans to grow membership and

Qualifications

• Experience managing leisure, fitness, hospitality, sports or membership-based businesses.
• Proven leadership and people management experience.
• Strong commercial awareness and financial understanding.
• Excellent communication and organisational skills.
• Experience delivering high levels of customer service.
• Ability to analyse performance data and implement improvement plans.
• Experience with racket sports, padel, tennis, fitness or hospitality sectors.
• Health & Safety qualification.
• Safeguarding training.
• Experience using membership management systems and booking platforms.

Responsibilities

• Lead the day-to-day operation of the club.
• Drive membership growth, retention and ancillary revenue.
• Maintain facilities to high standards and ensure safety.
• Manage supplier relationships and service contracts.
• Oversee budgeting, payroll and cost control.
• Plan and deliver events, coaching and community activities.
• Recruit, train and develop the team; conduct performance reviews.
• Foster a positive culture focused on accountability and member experience.

Skills

Leadership & people management

Commercial awareness

Customer service excellence

Communication & organisation

Data analysis & improvement

Health & safety knowledge

Safeguarding training

Membership systems experience

Job description

Slazenger Padel Clubs are committed to delivering world-class padel experiences through exceptional facilities, outstanding customer service, thriving communities, and high-performing teams. We are passionate about growing the sport of padel while creating welcoming environments for players of all abilities.

Job Description

The General Club Manager is responsible for the overall operational, commercial, and people performance of the club. This role ensures the club operates safely, efficiently, and profitably while delivering an exceptional member and guest experience.

The successful candidate will lead and develop their team, drive membership growth and retention, maintain the highest standards of health and safety, and ensure the club consistently achieves its financial and operational objectives.

Key Responsibilities

Operational Management

• Lead the day-to-day operation of the club.
• Ensure all daily, weekly, and monthly operational checklists are completed.
• Maintain exceptional facility standards across courts, reception, changing facilities, hospitality areas, and external spaces.
• Manage supplier relationships and service contracts.
• Ensure all equipment and facilities remain fully operational and safe.
• Oversee maintenance reporting and resolution of defects.

Commercial Performance

• Deliver club revenue, membership, and profitability targets.
• Analyse club KPI performance and implement action plans where required.
• Drive membership sales, retention, and ancillary revenue opportunities.
• Maximise court occupancy and event participation.
• Support marketing campaigns and local business partnerships.
• Develop community engagement initiatives to grow awareness and usage of the club.
• Recruit, train, develop, and retain high-performing team members.
• Conduct regular one-to-one meetings and performance reviews.
• Create a positive culture built around accountability, teamwork, and member experience.
• Ensure all team members complete required training programmes.
• Manage scheduling and labour costs effectively.

Member Experience

• Deliver outstanding customer service standards throughout the club.
• Actively engage with members to gather feedback and improve satisfaction.
• Resolve complaints professionally and efficiently.
• Build a strong community atmosphere through events, competitions, and social activities.
• Ensure new members receive an excellent onboarding experience.

Health, Safety & Compliance

• Ensure compliance with all company policies and procedures.
• Maintain excellent health and safety standards at all times.
• Complete and review risk assessments.
• Investigate and report incidents, accidents, and near misses.
• Ensure COSHH, fire safety, safeguarding, and statutory compliance requirements are met.

Support safeguarding responsibilities in line with company policy. Relevant safeguarding responsibilities are outlined within Slazenger Padel Clubs safeguarding documentation.

Events & Programming

• Plan and deliver a calendar of coaching, social, and competitive events.
• Work closely with coaching teams to maximise participation and programme performance.
• Support regional and national Slazenger Padel events.
• Develop initiatives that enhance member engagement and retention.
• Manage club budgets and controllable costs.
• Monitor payroll expenditure and labour efficiency.
• Complete regular stock controls and financial reporting.
• Ensure accurate cash handling and financial procedures are followed.

Key Performance Indicators (KPIs)

• Membership growth and retention
• Customer satisfaction scores
• Health & Safety compliance
• Team engagement and retention
• Payroll management
• Ancillary spend per member
• Completion of operational compliance tasks

Qualifications

Skills & Experience

• Previous experience managing a leisure, fitness, hospitality, sports, or membership-based business.
• Proven leadership and people management experience.
• Strong commercial awareness and financial understanding.
• Excellent communication and organisational skills.
• Experience delivering high levels of customer service.
• Ability to analyse performance data and implement improvement plans.
• Strong problem-solving and decision-making skills.Experience within racket sports, padel, tennis, fitness, or hospitality sectors.
• Health & Safety qualification.
• Safeguarding training.
• Experience using membership management systems and booking platforms.

Personal Attributes

• Passionate about sport and customer experience.
• Naturally proactive and highly organised.
• Results-driven and commercially minded.
• Positive, energetic, and professional.
• Strong attention to detail.
• Able to lead by example and inspire high performance.
• Flexible and willing to work evenings and weekends when required.

What Success Looks Like

The General Club Manager creates a club that is operationally excellent, commercially successful, and known for delivering outstanding member experiences. They develop a motivated team, maintain best-in-class standards, and build a thriving local padel community that reflects the values and ambitions of Slazenger Padel Clubs.

"Own the operation. Lead the team. Grow the community. Deliver an exceptional padel experience every day."

Additional Information

• Complimentary club membership.
• Staff discounts on coaching, events, and retail products.
• Career development opportunities within a growing business.
• Ongoing training and development.
• Opportunity to be part of one of the UK's fastest-growing padel operators.