Venue Manager

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Bounce INC Mumbai is hiring

Position - Venue Manager

Reporting to - Managing Directors

Location - Mumbai Malad west

The company is launching an international fun and fitness brand in India. This is the first phase of recruitment of core team in India. The candidate would be required to manage the flagship venue in Mumbai. This would involve managing the 30+ venue hosts and employees, ensuring excellent service delivery, ensure footfall, manage customer experience, sales, etc

Position Purpose

• Inspire and manage the venue to ensure every customer has an exceptional experience.
• Ensure the designed products are consistently delivered by the team to uphold brands stringent safety standards by driving a strong safety culture
• Constantly refresh the presentation and delivery of our products and offer to team members to ensure we are a loved, regular haunt for our diverse customer groups.
• Ensure the team is constantly motivated and developed throughout their journey.
• Manage the operational performance of the venue through full accountability for Sales and Profit management.

Key accountabilities

Safety, Repairs & Maintenance

• Be accountable for safety, legal and security issues at venue level
• Communicate and implement safety updates and changes to all venue team members
• Be leaders in safety by ensuring a safe environment for all customers, team members and contractors with a prevention focus by implementing and following the “Safety and Injury Management” system and ATPA standards (or other relevant local standards)
• Proactively manage incident and hazard reports and provide regular updates to HQ
• Ensure all team members hold relevant and current training and qualifications (e.g. First Aid, WWCC) and that this is documented in personnel files
• Manage preventative maintenance of all facilities and equipment in non-trampoline areas
• Follow up all injuries with appropriate documentation
• Complete risk assessment when required and submit to Venue Operations Manager (VOM)
• Ensure equipment and maintenance log is regularly updated and reviewed

Customer Experience & Delivery

• Facilitate a culture where customers feel welcomed, free and supported
• Manage customer flow to ensure a seamless and enjoyable customer experience
• Ensure all team members and site operations are driven by a strong commitment to customer satisfaction
• Monitor and analyse customer feedback and take appropriate action i.e. recognition or remedy
• Understand customer segments and ensure the optimal customer mix is achieved in parallel of the pursuit of full occupancy

Leadership

• Oversee venue checklists completion and quality assurance
• Coach, develop and lead direct reporting managers to enable proficient operation of their areas so as to achieve consistent delivery of an awesome customer experience
• Attend and facilitate weekly management meetings and monthly venue meetings
• Communicate the company strategy and all relevant news and updates, to all team members ensuring they know what role they play in making brand thrive
• Update venue management team on business performance, new initiatives and other relevant issues to ensure engagement and purpose
• Be an inspirational leader who drives an exceptional working culture by managing and motivating your management team and team members to increase sales and continuously evolve the team vibe

Sales & Customer Engagement

• Set and communicate short, medium and long term goals, outcomes and action plans to the team
• Maximise occupancy rate via sales, events and marketing initiatives
• Analyse business KPI’s such as sales, occupancy rate, COGS, average spend and implement action plans to improve
• Capture all local sales activity and customer contact information in CRM software (Salesforce) as required
• Achieve sales activity KPI targets through primary focus on converting “warm leads” and driving repeat business with existing customers
• Drive accurate use of IT systems and data input to ensure correct reporting and analysis
• Work with the HQ marketing team to ensure effective activation and execution of marketing campaigns in venue
• Promote the venue locally by building relationships with schools, sporting communities, local organisations and the community in general
• Ensure all venue signage and collateral remains fresh and up to date

Profit

• Manage expenses and keep all controllable/variable P&L expense line items within budget
• Check monthly venue reports & P&Ls for accuracy and rectify discrepancies
• Analyse business KPIs such as sales, labour, cost of goods sold and implement action plans to improve

HR Management

• Recruit new team members who embody the brand and values
• Ensure all labour laws, EEO and sexual harassment policies are adhered to
• Seek advice and guidance from the People and Culture Manager where required
• Promote a feedback culture by meeting with direct reports regularly for 1:1 catch-ups, feedback sessions, 6-monthly performance appraisals and development plans
• Develop an internal succession plan and helps identify team members for advancement
• Complete and/or oversee rosters weekly to ensure appropriate staffing levels
• Invest in training and development to ensure team members are able to achieve current role requirements and plan for future career development
• Recognise and engage the team, therefore minimising turnover
• Lead induction for all new recruits by discussing benefits, rostering, behaviour and other expectations

Stock Management & Merchandise

• Manage systems for stock control, rotation and food storage
• Manage, train and coach Team Leaders on stock management processes (including ordering) to ensure deliveries, invoices and approvals are accurately recorded and to a high standard
• Ensure food standards comply with the Food Safety Plan

Skills, Experience and Character

• The successful candidate should have 7-10 years leadership experience with medium sized organisations.
• Experience with youth, sports or other relevant lifestyle brands is preferred.
• Interpersonal skills are key as the Venue Manager will have a strong impact on culture.
• A passion for people and the ability to build thriving relationships. A strong understanding and focus on sales and profits
• Well versed in customer service delivery
• Most importantly, the Venue Manager needs to live and breathe the brand culture and values.
• They need to have excellent authentic communication and influencing skills and be energized by managing and developing teams.

Job Type: Full-time

Interested candidates can share their resume on [email protected]