General Manager

Mosaic Climbing; Loveland (OH); On-site; USD 50,000 - 70,000; Full time

Job summary

Mosaic Climbing is looking for a General Manager to oversee the gym's operations, focusing on programs, staff training, facility upkeep, and membership sales. The ideal candidate will lead the team to create a community-oriented environment that inspires member engagement.

The role requires strong leadership skills, experience in customer engagement, and a commitment to maintaining a safe and welcoming atmosphere for members.

Qualifications

• Excellent lead and top-rope belay skills.
• Up-to-date CPR/First Aid/AED certification.
• Ability to work private coaching lessons on short notice.

Responsibilities

• Lead day-to-day operations including programs, staff training, facility upkeep, and membership sales.
• Train staff to embody customer satisfaction and safety philosophies.
• Monitor maintenance, cleanliness, and safety of facility and equipment.
• Cultivate a welcoming community and develop member resources.

Skills

Leadership

Customer Engagement

Program Development

Sales Management

Job description

Mosaic Climbing is seeking a General Manager to lead the day-to-day of the gym across four areas: programs, staff training, facility upkeep, and membership sales and retention.

Everything we do is inspired by our members. We're looking for someone who can build a team atmosphere where everyone is acutely aware of, and involved in, our collective vision — from customer interactions, to routesetting, to program implementation, to events.

Programs

• Originate, coordinate, promote, supervise, implement, and evaluate quality programs that will improve member retention and assist all members in achieving goals.
• Schedule seminars, motivational contests, group classes, special events, and leagues.
• Manage fitness class scheduling, promotion, and attendance.
• Strive to keep programs attended at a favorable cost to member ratio.
• Plan and operate programs within established budget constraints, balancing member value against operational cost.
• Establish and implement monthly marketing strategies for programs.
• Work with the Director of Customer Advocacy to create media that successfully promotes coaching, programs, and other offerings.
• Purchase equipment and supplies for programs, clinics, and workshops.
• Monitor payment and attendance for programs.

Staff training

• Train staff to engage with customers, and ensure our philosophies about customer satisfaction, safety, and education are communicated and exemplified.
• Work with coaches and sales staff to build an instructional brand, and ensure that this brand is professional and reflects well on the business.
• Keep staff informed of all programs, special events, and changes at all times.
• Train and schedule staff as appropriate to administer programs.
• Ensure cohesion between all facets of the business, from customer interactions, to routesetting, to program implementation, to events, by fostering a team atmosphere where everyone is acutely aware of, and involved in, our collective vision.

Facility upkeep

• Provide education and training on proper use of equipment to all members.
• Provide a clean, safe, healthy environment for members, guests, and coworkers.
• Oversee maintenance, cleanliness, and upkeep of facility and equipment.
• Manage, maintain, and document all facility and climbing equipment inspections, certifications and audits.
• Manage relationships with contractors, including vending, cleaning, and landscaping.
• Manage equipment and supply inventory and purchasing.

Membership sales and retention

• Work with the Director of Customer Advocacy to plan and implement member events, marketing events, a member appreciation program, a new member welcome program, and a corporate business program.
• Cultivate a welcoming, warm, and engaging community of members, and develop resources they can use to connect with one another and grow.
• Adhere to core values and core purpose — Everything we do is inspired by our members.
• Monitor sales of memberships, day passes, programs, and other offerings.
• Manage the point-of-sale system, including catalog maintenance, pricing updates, daily reconciliation, and staff training on transactions and refunds.
• Create procedures to address weak points, target underserved market segments, and curate our offerings to eliminate low-performing initiatives.
• Create and cultivate a dynamic channel of communication between us and our customer base through surveys, focus groups, events, etc.
• Look for new members, generate leads, sell memberships, and foster relationships for member referrals.
• Respond to needs, questions, suggestions, and complaints by members.
• Attend all required membership meetings and training sessions.
• Represent Mosaic in an outside sales capacity, including corporate memberships and after-hours special events.

Requirements

• Ability to work private coaching lessons on short notice.
• Excellent lead and top-rope belay skills.
• Physical strength and manual dexterity required.
• Up-to-date CPR/First Aid/AED certification.
• Attend SafeSport training.
• Pass a background check.