Jericho Tennis Club General Manager COO

Jericho Tennis Club in Vancouver BC is seeking a progressive people-focused General Manager / Chief Operating Officer to build on its rich legacy and drive operational excellence and member satisfaction.

The GM / COO is the chief operating executive of Jericho Tennis Club charged with the leadership management and day-to-day oversight of all Club operations. Reporting to the Board of Directors the GM / COO translates vision and policy into effective strategies ensuring delivery of outstanding member experiences operational sustainability and organizational health. A highly visible and approachable leader the GM / COO is responsible for shaping a positive staff culture stewarding the Clubs financial strength and fostering strong relationships with members staff and the Board in line with a modern partnership-based club governance model.

• Cultivate a Cohesive Visionary Leadership Team :
  Foster a world-class executive team aligned with Board strategy by developing internal talent and strategically recruiting to fill key gaps ensuring the clubs long-term success.
• Modernize Governance and Operations :
  Advance Jerichos transition to a best-practice governance model that prioritizes Board strategy and empowers management leadership.
• Elevate Facilities & Member Experience :
  Lead projects to modernize facilities and deliver exceptional member-centric programs and services while preserving the Clubs unique tradition and community.
• Enhance Operational Efficiency :
  Streamline administrative and service processes through technology integration and continuous improvement.
• Foster Team Engagement & Talent Development :
  Cultivate a positive high-performing staff culture by investing in recognition training and succession planning.
• Strengthen Communication & Transparency :
  Promote open effective communication across all levels reinforcing trust and a sense of shared purpose among members staff and the Board.

To be successful in this role the GM / COO will need to demonstrate the following competencies. These same areas will be a focus for performance evaluation ensuring clear expectations and ongoing support.

• Visible approachable and trusted leader who listens communicates transparently and embodies integrity.
• Strong team builder who develops empowers and aligns staff to deliver results across all functional areas.
• Culturally attuned; celebrates the Clubs heritage and tailors initiatives to maintain a sense of belonging and community.

Metrics:
Member and staff engagement scores; frequency of GM / COO presence in Club areas;
Board satisfaction ratings; 360-degree feedback.

• Demonstrated experience in private club / general management or as COO at a complex member-oriented club or guest-centric hospitality organization.
• Proven ability in financial planning and management capital project execution and modernizing club systems and practices.
• Adept at change management process improvement and implementing new approaches rooted in member / staff input.
• Commitment to data-driven decision making and measurable goal-setting.

Metrics:
Budget adherence; F&B cost variances; timeliness and accuracy of financial reporting; successful implementation of upgraded financial systems; funding long-term capital plans.

• Champion a culture of personalized service community and social connection while upholding Club traditions.
• Oversee improvements in F&B offerings and social programming.
• Build strong relationships to promote a vibrant and welcoming Club environment.
• Forward-thinking; seeks opportunities to enhance member value (programming amenities events communications).
• Advocates for technology sustainability and facility improvements that enrich the experience.

Metrics:
Member satisfaction / NPS scores; participation in social events; positive feedback on F&B and community atmosphere.

• Ensure clear proactive and transparent communication with members staff and the Board regarding Club plans changes and progress.
• Utilize multiple channels to keep all stakeholders informed and engaged and responds promptly and constructively to concerns and feedback.

Metrics:
Stakeholder feedback on communication effectiveness; frequency and quality of updates; resolution time for member concerns.

• Lead the assessment and improvement of internal systems and technology to better align operations with member needs.
• Ensure seamless integration between Club management systems and the member app enabling better data flow enhanced analytics and an improved user experience for members and staff.
• Evaluate technology solutions that facilitate efficient financial reporting member communications and overall operations.
• Develop implement and regularly update clear position descriptions for all roles.

Metrics:
Improved integration between internal systems and the member app; reduced manual processes; better access to…