Center Manager

Job Purpose:

Supervise and manage the operations of Orange Hub centre ensuring efficient and effective day-to-day operations, deliver excellent customer experiences, and achieve sales, and customer ratings targets, while meeting organizational standards including the magical experience.

Key Responsibility:

1. Operational Management

• Oversee day-to-day operations of Orange Hub' centre, ensuring adherence to operational protocols, standards and budgets.
• Ensure the cleanliness, safety, functionality, upkeep, and perform minor maintenance of the centre's facilities.
• Induct new members; train & manage team, ensuring adequate staffing levels to meet operational needs in coordination with area manager.
• Handle ROTA for all team members in coordination with area manager.

2. Customer Experience

• Implement strategies to ensure high-quality customer service, proactively notifying; addressing inquiries, concerns, and feedback promptly through telephonic & face to face discussions.
• Continuously improve the centre’s offerings to enhance the overall experience for customers, aligning with the brand's "magical experience" standards.
• Gather and analyse customer feedback to identify areas for improvement and implement necessary changes.

3. Sales and Performance Targets

• Execute & propose sales strategies to meet or exceed sales targets including game pricing & analytics.
• Monitor and analyse key performance indicators (KPIs), taking necessary actions to ensure targets are met or exceeded.
• Identify opportunities for revenue growth, upselling, and cross-selling services/products.
• Manage the centre’s budget effectively, optimizing resources while maintaining profitability.
• Offer & convert customers to use the centre for birthday parties & execute in coordination with party & events teams.
• Support organizing & execution of the various events & camps as planned by the Regional/Area Manager & Marketing team.
• Promote activities, memberships, or loyalty programs as defined by organization from time to time.
• Manage the visual display & merchandising as per company policy.

4. Team Leadership and Development

• Provide guidance, motivation, and leadership to the team, fostering a positive work environment that is in line with TRIBE.
• Conduct regular training sessions to upskill staff and ensure they deliver on brand promises and customer service expectations.
• Conduct performance reviews, set goals, and provide constructive feedback to improve team performance.
• Handle the team leave planning, rotation, promotion, and initiatives to reduce attrition among other such initiatives.

5. Community Engagement and Partnerships

• Maintain relationships with local organizations, schools, and communities to drive awareness and participation.
• Interact with the property management teams to augment footfall, push promotions & plan various activities of the centre.
• Organize events, workshops, or collaborations to enhance the centre’s visibility and community engagement.
• Partner with various vendors to augment service offerings and experience to customers.

6. Compliance and Standards

• Ensure implementation of daily, weekly, monthly checklists & procedures and monitor their effectiveness.
• Implement and monitor standards to ensure the delivery of the 'magical experience' and other national/ international standards.
• Ensure that all OH operations comply with all relevant laws, regulations, and organizational policies including health & safety standards.
• Support audits and inspections to identify and address any potential compliance issues and address the recommended actions within defined timelines.
• Maintain accurate and up-to-date records of all OH operations.

7. Inventory Management & Control

• Manage inventory levels, order supplies, and maintain stock to support operational requirements.
• Control the inventory value to optimize the centre expenditures and profitability.

Key Performance Objectives:

• To achieve monthly sales turnover of Orange Hub
• To achieve targeted customer ratings
• To increase per-customer revenue
• To meet expenditure targets
• To ensure targeted compliance score
• To achieve targeted employee satisfaction ratings

Job Type: Full-time

Pay: AED10,000.00 - AED12,000.00 per month

Experience:

• Operational management: 8 years (Preferred)
• Sales and revenue management : 8 years (Preferred)
• Customer satisfaction : 6 years (Preferred)

License/Certification:

• UAE Driving License (Preferred)