Manager - Gecko Climb

The General Manager is responsible for the overall operational leadership of Gecko Climb’s facilities. They lead the business to ensure safe, effective, and efficient delivery of service. The role oversees staffing, community and customer experience, operational management, compliance, and continuous improvement whilst supporting the Directors in achieving strategic goals.

Key responsibilities

Staffing:

• Lead, support, and develop staff across all operational areas, fostering a positive and accountable culture. 

• Oversee recruitment, onboarding, training, and ongoing development of staff. 

• Establish clear expectations, communication systems, and performance standards to support effective team operations. 

Community:

• Oversee customer interactions and set clear expectations for staff to deliver a consistently exceptional level of service for members and customers. 

• Collaborate with key staff, including the Head Routesetter to plan and deliver community events, such as competitions to drive repeat customer engagement. 

• In partnership with the Directors, plan and coordinate community communications, including newsletters and social media content, to promote Gecko Climb, strengthen customer relationships, and support events

Operational Management: 

• Oversee daily operations and ensure effective delivery of services 

• Manage staffing requirements, such as rostering and resources and back-fill supervisors where needed to ensure operational continuity

• Oversee café operations, including food safety, stock management, customer experience, and profitability.

• Undertake at least one supervisor shift per week on either a weeknight or weekend day as part of regular pattern.

• Act as a key facility contact by overseeing enquiries for school group and event bookings. Coordinating between the administration and the team to ensure smooth delivery of these bookings. This includes organising and coordinating with externally engaged instructors who deliver our yoga and Pilates classes. 

Compliance

• Establish priorities, monitoring budgets and plans to achieve overall goals and targets. Managing revenue, efficiency and cost control to ensure targets are achieved. 

• Maintain a focus on risk management and facility safety protocols, working closely with the Operations Safety Lead. 

Continuous Improvement

• Creating and developing initiatives for improvement and innovation

• Setting and managing standards and performance KPI’s for Gecko

• Ensuring the highest standards of services delivery, reliability and efficiency, together with sustainable improvements in safety, compliance and environmental performance. 

• Identify opportunities to improve operations, marketing strategies, and policy implementation

Selection criteria

Essential

1. Leadership and Operational Management

Demonstrated experience in leading and managing a team within a dynamic environment. 

Ability to oversee daily operations, including rostering, staff training, timesheets, and facility maintenance.

Experience in setting priorities, monitoring budgets, and operational plans to meet organisational goals. 

1. Customer Service and Community Engagement

Proven ability to deliver an exceptional customer experience and build a positive facility culture.

Experience engaging with local communities, fostering relationships with climbing and fitness groups, and developing membership retention strategies. 

1. Risk Management and Safety Compliance

Strong understanding of facility safety protocols, risk management, and compliance with industry standards.

Experience in implementing and maintaining operational policies to ensure a safe and efficient environment.

1. Business Development and Innovation

Ability to identify opportunities for business growth, including marketing strategies and service improvements. 

Proven experience in developing new programs, events, and initiatives to enhance engagement and participation.

1. Technical and Administrative Proficiency 

Strong organisational and administrative skills, with proficiency in using cloud-based point-of-sale, rostering and accounting systems. 

Demonstrated skills using digital platforms for marketing, including social media. 

Essential Criteria

• Proficiency in online-cloud accounting, sales and management systems (e.g. Xero, Deputy, BETA and Google Drive). 

• Proficiency in marketing products or services through various channels, including social media

• Ochre Card and Current first aid certifications, or ability to obtain

• Current Food Safety Supervision certification, or ability to obtain

Key attributes

• Strong organisational and administrative skills: goal oriented, motivated, and detail-focused.

• A friendly and outgoing personality, comfortable working with large groups, creating community and interacting with children

• Strong leadership capability with the ability to build trust, motivate others, and create a positive team culture

• A proactive and solutions-focused approach to problem solving and continuous development