General Manager

4 months ago

North Vancouver, Canada TOCA Canada Full time

At TOCA, we are passionate about people and the power of sport. We believe in creating an environment that becomes the “third home” for our guests — where they learn, where they live, and where TOCA becomes the place where they play. Whether they’re kicking a soccer ball for the first time, focused on finding their best, or rediscovering their passion for the game, we are here to support and guide them every step along the way. Everyone deserves the opportunity to experience the joy and fulfillment that sports can bring, regardless of background and skill levels. Our ultimate goal is to create a consistent and amazing experience for everyone who interacts with TOCA, whether it is our dedicated team members or esteemed guests.

**What makes a TOCA Teammate? An individual that seeks to...**
- Play Hard
- Care Deeply
- Grow Together
- Strive for Excellence
- Create Awesome Experiences

**Job Highlights**:
**_ Reports To:_** Regional Director of Operations

**_ Location:_** **North Vancouver, B.C.

**_ Benefits: _**Health, Vision, Dental, 401K, and Paid Time Off

**Position Overview**:
**Role Scope & Responsibilities**:
**Center Operations (25% of Role Scope)**:

- Oversee day-to-day operations of the TOCA Soccer Training Facility, ensuring a clean, clutter-free, and visually appealing environment for all visitors.
- Lead a team of staff members, including coaches, front-desk personnel, and experience functions, fostering a collaborative and customer-focused atmosphere.
- Manage scheduling and staffing to ensure optimal coverage for training sessions and customer service needs.
- Develop and implement facility maintenance protocols to ensure a well-maintained and safe training environment for players and staff.
- Uphold a guest-centric approach, consistently exceeding guest expectations by ensuring high levels of service quality and experience. Address guest concerns promptly and effectively to maintain a positive center experience.
- Set and monitor KPIs related to facility maintenance, customer satisfaction (NPS and reviews), referral generation, and overall operational excellence.
- Create a top-line revenue and performance strategy across all product lines, ensuring growth and profitability through local community driven events, integrated teams and online presence.
- Oversee team training sessions, league games, and class camp/clinic experiences, monitoring their effectiveness in enhancing player development. Analyze NPS scores to gauge customer satisfaction and drive improvements in service quality.

**Leadership & Team Development (50% of Role Scope)**:

- Coach a team of motivated employees, conduct regular performance reviews, and work with the People and Culture (HR) Department to address personnel concerns or issues.
- Implement strategies to boost employee engagement and reduce turnover, creating a positive work environment.

**Community Marketing & Sales Enablement (25% of Role Scope)**:

- Collaborate with the corporate sales and marketing team on ideating and implementing new brand initiatives, client acquisition, and retention strategies for the center, with positive impact for guests and teammates.
- Participate in enhancing the community with your center and regional teams.

**TOCA Culture**:

- Champion and uphold our core values of excellence, integrity, innovation, and community to create a culture that resonates throughout the facility.
- Work with leadership to create and maintain a unified culture as well as a high level of staff engagement throughout the center.

**Qualifications & Experience**:

- 3-5 years of operations management or relevant experience (Retail management, Recreational Sports and Entertainment, Hospitality, or Food and Beverage, experience desired)
- Bachelor's degree in Business Administration, Management, or equivalent experience.
- Ability to work cooperatively and effectively with different personality types as well as other departments, vendors, and clients.
- Excellent organizational and scheduling abilities to ensure the facility runs smoothly and efficiently.
- Availability for full-time work during non-traditional hours, including early mornings, late evenings, weekends, and holidays.
- Demonstrated ability to drive operational excellence, maintain a clean and visually appealing environment, and manage facility maintenance.
- Financial acumen and the ability to understand, consider, and assess the financial impact of decisions.
- Ability to kneel, bend, reach, climb, and stand for long durations of time.
- Ability to move and lift equipment and supplies of 30+ pounds.
- Outstanding interpersonal and communication skills to engage with visitors, staff, and stakeholders.
- Passion for creating an inviting and welcoming environment that aligns with TOCA Soccer Training's values.
- Experience in managing customer relationships and ensuring high levels of satisfaction.

**Benefits**:

- Competitive salary and performance-based incentives.
- Opportunity to

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