General Manager- Miami

Job Description

Job Description

Description:

CLUB GENERAL MANAGER — MIAMI

The Club General Manager (GM) is a senior, full-time salaried leadership role responsible for the comprehensive performance of the Crosscourt Miami location. This position integrates hands-on operational execution with strategic oversight, requiring a leader who is equally comfortable on the facility floor and in high-level planning discussions. The GM is accountable for the club’s financial results, operational standards, member experience, and team culture.

Approximately 50% of the role is dedicated to sales, growth, and floor presence; the remaining 50% focuses on strategic team leadership, financial management, and operational execution. During the presale period, this role will have an elevated focus on grassroots community building and local marketing.

• Culture Contributor: Lives the Crosscourt vision on the floor, building trust and energy that make Sport, Culture, and Community feel real for every member and teammate.
• Emotional Intelligence: Reads the room, manages their own emotions under pressure, and treats every member and teammate with respect and fairness.
• Communication: Delivers information clearly, openly, and honestly, adjusting tone and approach to who they're speaking with.
• Collaboration: Plays team ball, coordinating effectively with others and following through on commitments to keep the team aligned.
• Baller Mindset: Takes feedback, puts in the reps, and pulls teammates up in pursuit of collective growth and excellence.

• Lead grassroots marketing efforts to build awareness and community presence ahead of club opening.
• Connect with the local community through pop-up events and social media to drive early membership interest.

• Own club-level EBITDA and understand the financial levers that drive healthy club performance.
• Own the lead sales funnel, managing team engagement with leads to maximize conversion potential.
• Own club sales performance and membership growth, including lead follow-up, tours, conversions, referrals, and retention.
• Spend meaningful time on the floor each day as a visible, active community facilitator — greeting members, running tours, building relationships, and creating the kind of energy that makes people want to stay.
• Drive the member experience from first touch through renewal, ensuring every Baller feels seen, supported, and connected to the club.
• Build local partnerships, community relationships, and referral opportunities that bring new Ballers into Crosscourt.
• Plan and support member-facing events, quarterly programming, and retention moments that deepen community and increase engagement.
• Own club-level marketing moments, including social content, email pushes, and in-club storytelling that is on-brand and growth-oriented.
• Track sales, membership, and retention trends to identify what is working, what needs attention, and where the next growth opportunity lives.

• Recruit, hire, onboard, train, and develop your championship Crosscourt team, directly overseeing CECs, SOs, the Director of Club Content, and the Programming Director.
• Lead, mentor, and develop staff so the team consistently delivers the Crosscourt standard on the court, at the desk, and in every member interaction.
• Supervise the team during shifts with real-time coaching, clear expectations, and direct feedback that helps people get better.
• Set the tone for club culture by modeling emotional intelligence, communication, team ball, and a Baller Mindset.
• Host monthly team meetings to align on performance, goals, member experience, programming, and operating priorities.
• Run biannual performance reviews with honest, actionable feedback that is direct, fair, and focused on growth.
• Lead quarterly SKLZ and training updates to keep programming sharp, coaching standards high, and the courts optimized.
• Organize quarterly team and member outings that celebrate wins, build connections, and strengthen culture on and off the court.
• Conduct daily shift-by-shift check-ins with direct reports and measure KPI execution.
• Ensure the Programming department meets deadlines and executes on program commitments.

• Create weekly schedules for SOs and CECs, ensuring strong coverage, smart labor planning, and compliance with labor cost expectations.
• Manage responsiveness on club social media pages.
• Partner with HQ on operational updates, policy rollouts, reporting needs, and cross-functional feedback loops.
• Keep the facility clean, sharp, safe, and game-ready through team engagement and a shared culture of ownership.
• Resolve member concerns with composure, ownership, and emotional intelligence, escalating when needed but never avoiding the conversation.
• Liaise on private court rentals and schedule or attend events to ensure the best outcomes for the club.

Job Requirements

Required Qualifications

5+ years of leadership experience in hospitality, fitness, recreation, retail, or multi-unit operations

Proven experience managing staff, schedules, and day-to-day operations

Experience owning or influencing financial performance, budgeting, or P&L results

Strong customer service and conflict resolution skills

Excellent verbal and written communication skills

Ability to work flexible hours, including evenings, weekends, and holidays as needed

Preferred Qualifications

Experience in membership-based businesses

Experience with local marketing, events, or community partnerships

Background in league, sports, or recreational programming

Familiarity with sales performance tracking and retention strategies

Physical/Working Requirements

Ability to stand and move throughout the facility for extended periods

Ability to lift light to moderate supplies/equipment as needed

Comfortable working in a fast-paced, highly visible, customer-facing environment