GENERAL MANAGER

The General Manager oversees the full operation of the venue, providing strategic and day-to-day leadership. The GM is ultimately responsible for the financial and operational performance of Footlab London driving profitability, creating a culture of accountability, fostering strong relationships with clients and stakeholders, and meeting annual growth and guest experience objectives.

PRIMARY RESPONSIBILITIES:

1. Leadership & Strategy

• Lead all venue departments, ensuring adherence to FOOTLAB WORLD guidelines, SOPs, mission, and brand standards.
• Confer with ownership, department heads, and staff to resolve issues, set strategic direction, and execute major business initiatives.
• Delegate operational responsibilities and maintain the Manager on Duty (MOD) schedule and function.

2. Financial Management & Reporting

• Lead annual budgeting, financial planning, cost control, and profitability strategies.
• Monitor, prepare, and present operational reports, guest feedback, expenses, and KPI performance to evaluate venue efficiency and drive continuous improvement.
• Own P&L performance across all revenue-generating programs and lines of business, setting pricing, utilization, and margin targets and adjusting programming to hit them.

3. HR, Staffing & Policy

• Build, lead, and develop a high-performing team, including recruitment, onboarding, coaching, performance management, succession planning, and employee retention.
• Develop and enforce operational policies, scheduling systems, administrative controls, and corrective action plans to maximize productivity and safety.
• Ensure compliance with applicable health, safety, and employment regulations (e.g., WSIB, incident reporting)

4. Operations, Events & Technology

• Oversee facility readiness, equipment, technology-driven activations, special events, and Food & Beverage operations.
• Direct sales, marketing, and programming efforts in collaboration with the Commercial team to boost attendance, revenue, and guest engagement.

5. Business Development and Partnerships

• Develop strategic relationships with regulatory bodies, local businesses, sports organizations, schools, corporations, tourism organizations, community groups, and other key partners.
• Identify new revenue opportunities and partnerships that expand Footlab’s reach and utilization. Use operating data, customer feedback, financial results, and employee input to identify opportunities for improvement.
• Act as a key brand ambassador at official functions, industry conferences, and local engagements.
• Leverage POS, CRM, booking, membership, guest feedback, and operational systems to monitor performance and make data-driven decisions.

6. Guest Experience & Service Excellence

• Establish and maintain exceptional guest service standards across all touchpoints.
• Monitor guest feedback, reviews, satisfaction metrics, and service recovery.
• Ensure the venue consistently delivers a safe, clean, engaging, and high-quality guest experience.
• Identify opportunities to improve the customer journey and increase repeat visitation and loyalty.

MINIMUM QUALIFICATIONS:

• Education & Experience: Bachelor’s degree in Business Management, Sports Management, Hospitality, Marketing, or a related field (or equivalent experience), plus a minimum of 7 years of management experience (preferably in sports, entertainment, or experiential retail).
• Financial Acumen: Demonstrated financial management experience, including responsibility for P&L performance, budgeting, forecasting, labour costs, and operating expenses in a complex, customer-facing business. Experience managing a $2M+ operation is considered an asset.
• Operations & Events: Proven track record in organizing, booking, and operating sports, entertainment, or tech-integrated events and programs. Preferred: Operational knowledge of tech-driven sport science experiences, F&B services, and private events (corporate activations, parties).
• Leadership & Systems: Strong leadership and team-building skills. Familiarity with modern CRM, POS, and guest feedback platforms.
• Preferred Assets: Background in sports programming or guest experience design; experience working with tourism boards, event commissions, or corporate partners; genuine passion for football/soccer and digital experiences.

WORKING CONDITIONS AND PHYSICAL DEMANDS:

• Environment: Active venue environment featuring high-energy zones, interactive technology, and intermittent noise.
• Physical: Ability to spend extended periods on your feet on the venue floor as well as sit for desk-based administrative tasks. Ability to lift up to 50 lbs waist-high.
• Schedule: Full-time flexibility required, including availability for evenings, weekends, and holidays as operational needs dictate.
• Travel: Occasional travel to national or international events, conferences, and corporate training sessions.

COMPENSATION & BENEFITS

• Competitive base salary commensurate with experience and qualifications.
• Performance-based bonus tied to business and operational objectives.
• Comprehensive benefits package.
• Opportunities for professional growth and advancement within Longworth Ventures Inc. and the FOOTLAB WORLD network.

Pay: $90,000.00-$150,000.00 per year

Work Location: In person