General Manager

JLR Associates; Marlborough (MA); On-site; USD 70,000 - 110,000; Full time

Job summary

A privately owned athletic club in the New England region is seeking a General Manager to oversee an extensive repositioning operation. The ideal candidate will possess proven success in multi-sport management, showcasing strong emotional intelligence and financial acumen. Key responsibilities include driving membership growth, enhancing member experience, and managing operations and finances effectively. This role emphasizes collaboration with ownership to foster a high-performance culture, ensuring all programming aligns with long-term strategic goals.

Qualifications

• Proven success as a GM or senior operator in a multi-sport club.
• Demonstrated ability to stabilize and grow revenue.
• Experience managing full P&Ls.

Responsibilities

• Lead and mentor a high-performing team across various departments.
• Manage revenue, expenses, payroll, and financial strategies.
• Implement community engagement programs to drive retention.

Skills

Emotional intelligence

Team building

Financial acumen

Change management

Strong communication

Job description

CONFIDENTIAL — GENERAL MANAGER

Overview

A privately owned, full-service athletic club in the New England region is seeking a highly experienced and emotionally intelligent General Manager to lead a full repositioning of the operation. The club features aquatics, strength and cardio equipment, group exercise, junior programming, and social spaces. The GM will partner closely with ownership to build a high-performance culture, develop strong department heads, and ensure all programs, operations, and service standards align with long-term strategic goals.

PRIMARY PERFORMANCE OBJECTIVES

1. Membership Growth

• Achieve 10–15% net membership growth within six months with retention consistently above 75%.
• Implement targeted campaigns across key departments; strengthen onboarding; develop local school, company, and community partnerships.
• Track KPIs weekly: active memberships, retention, referral volume, campaign performance.

2. Staff Infrastructure - Operational Development

• Complete a full staffing assessment and fill all critical roles within 120 days.
• Develop job descriptions, reporting lines, onboarding protocols, and a performance‑review system.
• Establish a weekly leadership cadence and drive a culture where staff satisfaction reaches 90% by month six.
• Reduce scheduling conflicts, operational gaps, and customer service issues through clearly defined expectations.

3. Fitness Program Revenue - Group Exercise Expansion

• Deliver 20% growth in fitness program revenue (PT, group ex, specialty programs) within six months while staying within budget.
• Introduce 6–10 new weekly classes based on member demand; optimize pricing; launch PT conversion pathways and monthly promotions.
• Monitor revenue, session volume, class attendance, and budget‑to‑actual variance.

4. Squash Program Development (Four Courts)

• Design and launch a full squash program within 90 days, reaching 50+ weekly recurring participants by month six.
• Develop adult/junior pathways, clinics, leagues, and tournaments.
• Recruit qualified squash professionals and establish consistent programming blocks.
• Track participation, court utilization, and revenue.

5. Childcare Feasibility + Summer Camps Readiness

• Complete a 90‑day childcare feasibility and financial analysis with clear recommendations to ownership.
• Build out 2026 multi‑sport summer camp programming and staffing; ensure registration is fully ready by April.
• Deliver pricing, marketing materials, compliance requirements, schedules, and pre‑registration campaigns.

CORE RESPONSIBILITIES

Leadership - Culture

• Build, mentor, and hold accountable a high‑performing team across aquatics, fitness, group exercise, racquet sports, front desk, housekeeping, and maintenance.
• Model emotional intelligence, stability under pressure, and a solutions‑oriented leadership style.
• Foster a warm, member‑centric environment aligned with the club’s community‑driven culture.

Operations & Member Experience

• Ensure all programming, facilities, service standards, and safety/compliance protocols operate at a high level daily.
• Strengthen communication between departments and eliminate operational silos.
• Implement consistent onboarding and service pathways for members and guests.

Financial Performance

• Directly manage revenue, expenses, payroll, forecasting, pricing, and margin improvement strategies.
• Present weekly operational dashboards and monthly financial updates to ownership.

Programming & Community Engagement

• Expand fitness, squash, aquatics, racquet sports, and junior programming based on member insights and local market demand.
• Build community partnerships, events, and social activities that drive retention and revenue.

Ownership Partnership

• Work closely with the owners to set priorities, align on strategy, and provide transparent updates.
• Operate with high discretion—this is a confidential search requiring professionalism and judgment.

IDEAL CANDIDATE PROFILE

• Proven success as a GM or senior operator in a high‑end, multi‑sport or multi‑purpose club.
• Demonstrated ability to stabilize and grow revenue, build strong teams, and elevate member experience.
• Strong financial acumen with experience managing full P&Ls.
• High emotional intelligence; calm, trustworthy, member‑focused leadership presence.
• Experience improving underperforming operations; confident working with ownership unfamiliar with the industry.
• Strong communication and change‑management skills.