Operations & Community Manager

Job Overview

You will be one of the leaders at Pickle Social Club (PSC) participating and contributing to the brand’s growth by expertly and efficiently managing PSC on-ground and backend operation, building good relationships with the members and community, and leading the operation team to provide all PSC members and guests with a best-in-club experience.

We are looking for someone who has a passion for Pickle Social Club brand and is interpersonally savvy with a strong business acumen and has the ability to creatively solve problems. Our ideal Community Building & Club Manager must be able to execute internal and external lead generation strategies to increase membership database and sales as well as promote the culture of welcoming and motivating our members. A passionate hands-on approach to managing the operation with a “get-it-done” attitude is expected.

Job Roles & Responsibilities

• Back-End & On-Ground Operations
  • Create an elevated experience environment where PSC members feel comfortable spending time at the club.
  • Manage the overall maintenance and operational matters in the club with priority and good sense of judgement.
  • Communicate any studio maintenance or construction needs that could interfere with members' experience to the Management, and help oversee proper and prompt fixing.
  • Actively identify initiatives and processes that will drive continuous improvement in PSC’s service to members and guests.
  • Assist with any private/special events and campaigns happening at the club.
  • Actively monitor the court bookings and attendance trends and analyze the results of overall booking capacity.
  • Generate the operational reports and analysis for management and planning purposes, including but not limited to court bookings trend, customers’ experience and satisfaction, and sales progression.
  • Be an active member of the operation team providing various stakeholders’ feedback and contributing ideas for growth, continuous improvement, members acquisition, and retention.
  • Work closely with all departments to roll out plans and initiatives to grow the brand and strengthen the bond of community.
• Customer Service Management
  • Provide high-level customer service and exceptional hospitality to members, greeting and assisting members with bookings, packages or other matters, and responding to members’ inquiries and feedback.
  • Resolve issues and members’ complaints and user experience in a positive and timely manner, and most importantly, be able to confidently manage conflict in high-pressure situations.
  • Demonstrate a solution-oriented mindset and ability to execute within PSC standards in any situation.
• Employee Management
  • Oversee the onboarding, training and development and proactively provide constructive feedback to the Front-of-House.
  • Train, motivate, direct, coach and evaluate the Front-of-House, creating and maintaining a team that is highly personable, client-oriented and committed to achieving and exceeding both the studio and Company goals.
  • Supervise and assist the Front-of-House in engaging with members on the sales of offerings and products, resolving difficult or complicated transactions.
  • Proactively address the studio’s hiring needs by identifying the operation team’s strengths and areas of opportunity.
• Community Building
  • Build and foster positive and respectful relationships in the studio with PSC coaches and the community, to inspire event participation and increase community engagement.
  • Work with the team to conceptualise, plan and manage all internal and external studio events with the marketing department for the sole purpose of revenue generation, customer acquisition, community engagement, etc.
  • Assist in the creation, development and execution of social programmes, campaigns and initiatives for community outreach and engagement, including raising awareness about PSC and strengthening the community that aligns with PSC mission and vision, to represent a company favorably and make positive contributions to the community.

EMPLOYMENT PERKS

• Work with Malaysia's pioneer and premium pickleball commercial brand.
• Opportunities for growth and personal development as we expand our business to other areas and regions.
• Career development into a managerial position.
• Complimentary group lessons at PSC and group fitness classes at PSC's sister brand - TRIBE.
• Discounts on in-house merchandise, fitness packages and affiliate partners’ products.

Minimum Requirements:

• Has a strong attention to details.
• Is eager to immerse yourself in various aspects and willing to get your hands dirty by delving into areas needed for smooth operations and quality customer service.
• Has excellent communication skills and a love for the community.
• Is resourceful, organized, meticulous and has the ability to quickly adapt to change.
• Is able to work independently, but also able to organize and coordinate all operational efforts (team player as well).
• Has the ability to prioritise and multi-task within a fast-paced environment.
• Has excellent communication skills with good command of English, and be able to work with a wide range of personalities.