National Operations Manager

SUMMARY:
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POSITION INFO:

Our client based in the Umhlali area is seeking a National Operations Manager to join their team. The role will involve overseeing and managing the clubs' operational performance, ensuring smooth service delivery, resource optimization, and the attainment of budgeted revenue and profit goals. This position demands strong leadership, strategic planning, and hands-on management, including day-to-day oversight of regional and club managers, as well as staff, to maintain high levels of customer satisfaction, operational efficiency, financial performance, and increased player occupancy at the clubs.

Key Responsibilities:

Strategic Planning and Execution:

• Develop and implement operational strategies aligned with the overall business goals.
• Collaborate with leadership to set and achieve key performance indicators (KPIs) and targets.
• Identify opportunities to grow participation of players at Clubs, including new clubs, facilities, or service offerings.
• Develop differentiators at clubs to grow and maintain a strong player base.

Club Operations Management:

• Oversee day-to-day operations of all Club locations, ensuring facilities are well-maintained and fully operational.
• Implement and monitor policies, procedures, and standards to enhance operational efficiency, daily court maintenance and customer experience.
• Manage, report on and direct court booking, tournament scheduling, and member activities to maximize revenue and participation.
• Responsible to drive all ancillary club revenue: including, retail, F&B. Advertising and other sporting activities ie tennis, golf driving range, putting green etc.
• Management of clubs that are outsources as per contractual agreement.
• Management of retail stock.

Financial Oversight:

• Produce reports weekly and monthly on occupation, revenue and performance to budget for all clubs.
• Overall responsibility for the clubs performance to budget, monitor expenses, and ensure cost-effective operations.
• Identify and implement strategies to increase player participation and profitability, including optimizing pricing models and controlling operational costs at all clubs.

Team Leadership and Development:

• Recruit, train, and lead a high-performing operations team, including managers, coaches, and support staff at clubs.
• Conduct performance reviews, set goals, and provide ongoing mentoring to foster personal growth of club personnel.
• Create a positive and motivating work environment to drive team engagement and retention.
• Review and encourage improved management performance at clubs through incentive-based programmes.

Customer Experience:

• Ensure exceptional customer service standards across all club locations, addressing member feedback and resolving issues promptly.
• Build and maintain strong relationships with members, partners, and stakeholders to enhance loyalty and satisfaction.
• Manage security and court maintenance standard at all club locations.

Marketing and Event Support:

• Work closely with the marketing team to support promotional activities, events, and tournaments.
• Oversee execution of events, ensuring smooth operations and positive customer experiences.
• Direct and manage the social media activities of the company.
• Solicit promotional and brand advertising for clubs.

Compliance and Safety:

• Ensure compliance with all legal, regulatory, and safety standards at clubs.
• Implement and monitor health and safety protocols to ensure a safe environment for staff and members.

Qualifications:

Education & Experience:

• Bachelor’s degree in Business Administration, Sports Management, or a related field.
• Proven experience in operations management, preferably within the sports, fitness, or hospitality industries.
• Strong understanding of sport or related recreational activities is highly desirable.
• People’s management experience with a high degree of EQ.

Skills:

• Excellent leadership and team management skills.
• Strong financial acumen and ability to analyse data for decision-making.
• Outstanding communication and interpersonal skills.
• Problem-solving mindset with the ability to work under pressure.
• Familiarity with facility management and scheduling systems (e.g., Playtomic).
• Strong Excel capability to create reports and analysis of data.

Strategic Planning

• Understand all local and international club and sport developments and trends.
• Monitor all club competitors and activities, including pricing and strategies.

Preferred Qualifications:

• Experience in multi-site operations management.
• Passion for sports and recreation.
• Knowledge of marketing and event management strategies.
• Strong computer skills
• Social media understanding
• Marketing and advertising

Work Environment:

• Primarily on-site at the office presence daily, with a fair degree of travel between club locations.
• May require availability on weekends or evenings for events or operational needs

If you meet all of the above, please send your CV to Please note due to high volume responses, only candidates that meet the advertised criteria will be contacted.