Company: Maverick Grp Pte. Ltd. (Performance Pickleball)

Location: On-Site, Performance Pickleball

Commitment : Full Time, ~ 44 hours/week (May include weekends, PH, evenings, nights)

About the Role

Performance Pickleball isn't just a facility - it's Singapore's #1 Pickleball Club, where sport, lifestyle, and community collide. We're on a mission to grow the game, connect people, and create unforgettable experiences both on and off the court.

We're looking for a Club Manager who leads from the front and builds from the core - a dynamic, people-driven leader who can run day-to-day operations with precision, while inspiring the team and driving excellence across every touchpoint. This is a hands-on leadership position at the heart of everything we do. You'll be the face of the club on the ground and the engine behind the scenes, ensuring our standards are met, our community is thriving, and every guest receives an elevated, consistent, and memorable experience.

From team leadership and guest experience to operations, sales, and community-building - you'll own it all and drive our vision forward.

Overall Accountability

This individual will be accountable for the comprehensive management of the branch, including staff supervision, operational oversight, coaching coordination, event execution, customer satisfaction, and business performance.

The ideal candidate demonstrates exceptional leadership and communication skills, a strong operational mindset, and a proactive approach to problem-solving. They will work closely with senior management, operations teams, and coaches to uphold the club's standards and ensure consistent service excellence across all touchpoints.

Key Responsibilities

1. People & Leadership

• Lead, supervise and manage the team of part-timers, front desk crew, coaches, and interns to deliver excellence, warmth, and consistency.
• Own the roster: Schedule, coordinate, and ensure full coverage of all shifts, events, and peak periods.
• Recruit, onboard, train, and upskill team members across service, coaching, and retail.
• Set and uphold clear SOPs and performance standards for all team members.
  Resolve conflicts, complaints, and emergencies with authority and composure.
  Coach the team on guest interaction, product knowledge, and accountability.
• Conduct regular reviews and lead with a high-performance, high-respect culture.
• Supervise and manage all full-time and part-time staff at the branch.
• Oversee staff recruitment, onboarding, training, scheduling, and performance evaluations.
• Provide ongoing guidance to ensure all employees meet service and operational expectations.
• Foster a positive and collaborative work environment that aligns with the club's values.

2. Operations & Club Excellence

• Take ownership of all daily operations and ensure smooth opening and closing procedures.
• Ensure the entire facility is clean, presentable, and inspiring - from courts to lounge to restrooms.
• Lead the team in regular maintenance and hygiene procedures; step in where needed to maintain standards.
• Conduct regular audits and liaise with vendors for preventive maintenance and tech issues (e.g. POS, WiFi, booking systems).
• Create a culture of ownership: Make sure the team is on-time, proactive, and solution-oriented.
• Continuously improve systems and routines - don't just maintain, lead betterment.

3. Guest Experience & Hospitality Leadership

• Be the face of the club: warm, welcoming, and remembered - lead by example.
• Set the tone for high-touch, boutique-level service across the team.
• Train and empower the team to manage check-ins, tours, product explanations, and queries to your standard.
• Personally track member journeys and check in at milestones to drive retention.
• Step in for high-touch bookings, events, VIP guests, and crisis moments - even when not on shift.
• Call the shots and take responsibility when challenges arise - no excuses, just solutions.
• Serve as the primary point of contact for members and visitors, ensuring a welcoming and responsive environment.
• Address feedback and concerns constructively while maintaining service integrity.
• Build strong relationships with members to support retention and engagement.
• Lead the implementation of member experience initiatives to enhance satisfaction and loyalty.

4. Pro Shop & Inventory Management

• Take full ownership of product display, inventory, and restocking systems.
• Create and manage a clear tracking system for all stock and SKUs.
• Train the team to understand and sell products confidently and authentically.
• Ensure pickup, delivery, and e-commerce coordination is smooth in collaboration with the sales team.

5. Program & Coaching Coordination

• Work closely with the Head Coach to plan, optimize, and deliver high-demand programs.
• Monitor class sizes, waitlists, coach availability, and adjust proactively.
• Manage makeup lessons, trial classes, and program transitions.
• Help shape the guest experience by reviewing program feedback and aligning coaching standards.
• Take ownership of coaching package sales, conversion tracking, and retention.

6. Sales & Business Development

• Lead from the front: confidently sell programs, memberships, and packages.
• Manage and optimize a conversion funnel - from first visit to repeat customer.
• Step in to close high-value sales (e.g. events, corporate bookings, family packages).
• Track customer progress and proactively check in to boost retention.
• Collaborate with leadership on improving pricing, offers, and customer journeys.

7. Events & Community Building

• Ideate, plan, and execute high-impact community events: tournaments, socials, leagues, workshops.
• Oversee logistics, registration, vendor management, and day-of execution.
• Build a club culture that's fun, vibrant, inclusive, and uniquely Performance Pickleball.
• Follow up post-events to gather feedback, track ROI, and maintain relationships.

8. Marketing & Content Support

• Capture daily content (Stories, Reels, behind-the-scenes moments).
• Coordinate with the marketing team to get footage required, source testimonials, milestones, and team highlights.
• Support influencer visits, photoshoots, and on-ground activations.
• Contribute creative ideas to reflect club energy and progress.

9. Admin & Strategic Execution

• Maintain accurate daily logs of attendance, sales, incidents, and KPIs.
• Execute operational projects from the founders and leads.
  Offer strategic insights and process improvement ideas.
• Own performance metrics for guest satisfaction, retention, team performance, and sales.

✅ You'll Thrive If You Are...

• A proven leader in hospitality, retail, fitness, or recreational industries.
• Energized by people, pace, and performance.
• Able to own outcomes, not just tasks - you step up, not back.
• Naturally warm, detail-oriented, and calm under pressure.
• Passionate about sports, wellness, and building community.

Required Skills & Qualifications

• Proven experience in a managerial or supervisory role within a hospitality, sports, retail, or wellness environment
• Strong leadership and team development skills with a track record of motivating high-performing teams
• Excellent interpersonal and communication abilities, both verbal and written
• Highly organized, detail-oriented, and capable of managing multiple priorities simultaneously
• Demonstrated ability to resolve complex situations and make sound, service-oriented decisions
• Competency with scheduling tools, POS systems, spreadsheets, and digital communication platforms
• Strong understanding of customer service best practices and experience managing client-facing environments

Desirable Attributes

• Prior experience working in a sports club, recreation center, fitness studio, or similar operational setting
• Familiarity or active interest in pickleball, tennis, or other racket sports
• Experience in planning and executing events or programming
• Ability to work flexible hours, including evenings, weekends, and holidays when needed
• Commitment to promoting a positive, inclusive, and community-focused club culture