Squash Club Manager

Salary Range:  $78-80k with 40% commission on personal training sessions + up to $4k annual bonus for top performance

Site Address: Boston, MA at the vibrant  100 Summer Street

Reports to: Our Customer Success Director located in Boston

Work Hours: You will generally work the following schedule with some flexibility for scheduled morning or evening events, squash clinics, and/or team meetings:

Mondays: 7am-3pm

Tuesdays: 10am-6pm

Wednesdays: 11am - 7pm

Thursdays: 10am-6pm

Fridays: 7am-3pm

Your Mission:

Your mission is to provide an exceptional member experience at the 100 Summer Squash Club, located in the financial district of downtown Boston. You’ll manage the club's day-to-day operations with a hospitality mindset, ensuring a seamless experience that members rave about. You will also be an ambassador for the space, promoting the Club publicly through marketing campaigns, activations, and networking throughout the Boston community.

The Legacy You’ll Leave:

As a result of your time in this role, you brought daily joy to hundreds of members through your excellent customer service, group fitness classes, private events, and personal training. You built strong and meaningful relationships with the building’s management team and tenants. Your efforts supported the Squash Club in becoming the ultimate hub for tenant engagement and wellness, making it a key factor in lease renewals and solidifying 100 Summer as the most coveted place to work in Boston.

• Outstanding Customer Service + Operational Excellence: Greet all members enthusiastically, ensuring they feel welcomed as they enter the facility. Create a fun, engaging atmosphere that encourages tenant participation and enhances their overall experience. Guide members through the enrollment process using the Lulafit app. Ensure infused water, diffuser, and eucalyptus towels are always full and up to Lulafit’s standards. Achieve a 100% readiness score during audits and positive feedback from your Property Management Team.
• Revenue Growth: Meet or exceed monthly revenue goals for the site, including individual memberships, corporate memberships (selling three annually), personal and small group training revenue, private class revenue and fitness league revenue. Revenue streams are incoming from both the internal tenant base and the external population.
• Marketing and Member Engagement: Collaborate on marketing strategies and events to increase Squash Club usage and engagement. Develop a monthly newsletter for members and create additional marketing materials as needed to promote programs, discounts, events, and more. Lead bi-weekly marketing engagement calls to oversee a public marketing campaign.
• Fitness Services: Maintain a book of business of 1:1 clients and small group sessions of 20-25 sessions per week. Establish a consistent schedule with training clients to increase accountability and repeat business. Convert complimentary training sessions to personal training package purchases, and promote personal training, locker + laundry, and private class offerings by regularly engaging with members. Lead at least 4 group fitness classes weekly, maintaining an attendance rate of 50% of class capacity.
• Member Satisfaction and Engagement: Prioritize member satisfaction by actively engaging with members to understand their needs and preferences. Implement innovative strategies and programs to enhance their experience, fostering a vibrant and connected community that drives long-term loyalty and satisfaction. Maintain a quarterly membership satisfaction rating of 95% or higher.
• Cross-Functional Collaboration: Foster seamless collaboration with building managers by incorporating their feedback into actionable solutions and providing data-driven reports monthly to demonstrate progress toward goals. Lead monthly partnership meetings with building team to report on revenue metrics, activation feedback, and upcoming programming strategy.
• Contractor Management: Manage Yoga Instructor and Squash Pro contractors, ensuring all team members perform at a level that meets or exceeds expectations, and drive engagement and additional revenue to the space. You ensure the staffing operations at the site are covered at all times and proactively seek out coverage in the event of PTO for yourself or any other team member.

• You have 1+ years previous experience with playing or coaching Squash and/or other racquet sports
• You have led round-robins and clinics
• You have previous management experience within a racquet club, gym, or fitness center. Even better if it was a public club or fitness center
• You have a valid CPR and First Aid Certification
• You are proficient in Google suite (Google Sheets, Calendar, Gmail)
• You are comfortable using new and evolving technology systems for membership management
• You have a record of thriving in a dynamic, fast-paced, collaborative startup environment
• Even better: If you are interested in getting a personal training or group fitness certification(s) of any format.

• Obsessively customer-centric.  In previous roles, you have exceeded what customers expected of you, have an innate hospitality mindset, and are happiest when serving others.
• A hyper-organized ball juggler.  You excel at staying on top of your tasks and continuously reprioritizing your workload to ensure maximum efficiency. Past managers recognize you as an exceptional multi-tasker, capable of effortlessly recalling details from memory while managing multiple, competing priorities.
• A stellar communicator.  The previous leaders you’ve worked with would highlight how effective you are at building and maintaining strong relationships with colleagues and customers alike because of your clear, professional, and empathetic communication. You have been described as approachable, reliable, and responsive to all inquiries and requests.
• Creative and innovative mindset. You are an authentically curious person. You consistently envision new possibilities and generate ideas beyond conventional boundaries. You have an inclination to tackle challenges with original approaches, seeking unique ways to address issues and improve existing methods.
• Technologically savvy: You have worked within many different technological environments and you are quick to learn new platforms. You approach technology with a curious mind and strive to use any and all tech efficiently and effectively.
• Flexible and nimble:  Able to adapt on the fly and has successfully thrived in always changing workplaces. Comfortable with a growing and evolving company where we are building new systems and technology to support our operations.

Our Core Values:

Lulafit’s culture is based on a shared respect for our lived values HERE.  Fit with our values is a critical component of our hiring process, and you and all of our colleagues are expected to live our core values in interactions with team members, customers, and stakeholders.  An assessment of how you have exhibited our values is also an important part of your performance review process.

Our Commitment To You:

Lulafit is committed to building a team that represents a variety of backgrounds, perspectives, and skills.  We know the more inclusive we are, the greater our impact will be!