General Manager

Company: JLR Associates
Location: New York
Posted on: June 1, 2025

Job Description:

General Manager JDThe General Manager will be responsible for creating superior member experiences through proactive engagement, exceptional customer service, and seamless operational management. This role focuses on increasing member retention, satisfaction, and loyalty by implementing innovative engagement strategies, overseeing concierge services, and developing staff to provide best-in-class service. The General Manager will work closely with all departments to ensure a welcoming and community-driven atmosphere that aligns with our client's mission and values.Key Responsibilities:Member Engagement & Retention:

• Support team development through coaching and provide helpful guidance and feedback in order to drive profitability through sales and key performance indicators.
• Assess employee performance and provide ongoing and constructive feedback in a timely manner, focusing on internal development.
• Identify opportunities for improvement through implementing training, strategies, policies, goals, and other resources to maximize productivity and morale.
• Maintain knowledge of the market, competition, best practices, and trends in sales techniques and strategies.
• Partner with owner to strategize and implement innovations that improve sales, productivity, customer service and profit.
• Hold yourself and your team accountable to high standards of operational
• Promote a results-driven culture by setting clear expectations, holding employees accountable, and setting goals that focus on key drivers for success.
• Lead by example spending time on the floor interacting in a positive and engaging fashion with employees, members, and guests.
• Ensure a consistently clean club and a friendly/inviting customer
• Perform all basic system transactions pertaining to member enrollment/ retention/ freezes/ cancellations.
• Organize and supervise the work and schedules of the club
• Ensure a 24/7/365 clean and presentable club and a friendly/inviting customer
• Work with the Owner to resolve issues that affect the service, efficiency, and productivity of the club.
• Resolve customer complaints by providing customer service-focused solutions to members in a timely manner.
• Partner with management team to identify and remove barriers to driving
• Effectively manage conflict, appropriately escalating and de-escalating as necessary to provide win-win solutions for both employees and members/guests.
• Educate club team on the principles of the brand by being a brand ambassador and ensuring brand consistency.
• Lead outreach and referral activities that will generate leads, contacts, and
  • Develop and implement strategies to enhance member engagement, ensuring a high level of satisfaction and long-term retention.
  • Design and oversee member onboarding programs, ensuring new members feel welcomed and integrated into the club.
  • Collect and analyze member feedback, addressing concerns proactively to enhance overall experience.
  • Develop personalized engagement strategies to re-engage inactive members and reduce churn.Data & Performance Analysis:
    • Review, analyze, and drive club sales on a daily/weekly/monthly Use data to project sales, determine profitability, and set revenue/retention goals.
    • Track and analyze key performance indicators (KPIs) related to member engagement, retention, and customer service.
    • Prepare and present reports to senior management, identifying trends and areas for improvement.
    • Use data-driven insights to refine engagement strategies and enhance member
    • Influence Personal Training, Group Exercise Program and general club initiatives based on member feedback, data collection, and observations to ensure offerings align with member interests and needs.Customer Service & Operations:
      • Collaborate with all departments to streamline operations and enhance overall performance and member experience
      • Mobilize and oversee concierge staff, ensuring exceptional service standards are met consistently.
      • Provide excellent customer service by addressing member concerns and inquiriesStaff Development & Leadership:
        • Develop and enforce Standard Operating Procedures (SOPs) for club operations including staff training and education.
        • Train and mentor staff, fostering a high-performing, service-oriented
        • Implement ongoing training programs focused on customer service, conflict resolution, and member engagement Conduct regular performance evaluations and provide constructive feedback to ensure continuous improvement.
        • Establish and ensure a culture of accountability, teamwork, and professionalism within the organization.Qualifications:
          • Minimum of 5 years of experience in managing within a health club setting.
          • Strong leadership skills with a minimum of 3 years of experience managing teams in a health club environment.
          • Strong project management skills with the ability to drive initiatives forward
          • Ability to develop and execute strategic initiatives that improve member satisfaction and retention.
          • Passion for health, fitness, and wellness, with a commitment to creating a welcoming community for members.Compensation & Perks
            • Base Salary: $90,000
            • Performance Bonus: Up to 15% of base
            • Benefits: Comprehensive health, dental, vision, retirement match, paid time off, and ongoing professional development
              #J-18808-Ljbffr

Keywords: JLR Associates, West Haven , General Manager, Executive , New York, Connecticut