Cluster Head

About Game Theory

Game Theory is a sports and fitness company focused on delivering quality coaching, sports experiences, and customer service across its centres. We aim to build well-managed, safe, and customer-centric sports facilities where customers can consistently enjoy and improve their sporting experience.

Role Overview

We are looking for a proactive and hands-on Cluster Manager – Sports Operations to manage day-to-day operations, team performance, sales, compliance, and customer experience across multiple Game Theory centres. The role involves regular centre visits, managing frontline teams, resolving operational challenges, maintaining service standards, and working closely with internal teams to achieve operational and commercial targets.

1. Centre Operations & Management

• Oversee daily operations of assigned Game Theory centres and ensure smooth functioning.
• Ensure centres are operationally ready, adequately staffed, and equipped to deliver a consistent customer experience.
• Identify and resolve issues related to facilities, sports equipment, maintenance, scheduling, and service delivery.
• Coordinate with internal teams and external vendors for timely repairs and maintenance.
• Maintain an issue tracker and ensure accountability and timely closure of pending operational tasks.
• Standardise operational practices across centres and implement process improvements.

2. Centre Visits & Operational Audits

• Conduct regular, preferably weekly, visits to assigned centres.
• Inspect facility conditions, cleanliness, equipment, staffing, customer service, and adherence to operating standards.
• Identify gaps during centre visits and implement corrective action plans.
• Monitor closure of identified issues and recurring operational challenges.
• Maintain centre visit reports and share observations with relevant stakeholders.

3. Team Management & Performance

• Lead and manage approximately 15–20 frontline employees across assigned centres.
• Monitor staff attendance, shift rosters, deployment, punctuality, and manpower availability.
• Ensure adequate staffing and coverage to prevent disruptions to centre operations and customer sessions.
• Set clear performance expectations and conduct regular performance reviews.

GAME THEORY | Cluster Manager – Sports Operations

• Coach team members, address performance gaps, and drive accountability.
• Coordinate with HR and relevant departments on recruitment, onboarding, training, and employee-related concerns.
• Foster a culture of ownership, discipline, collaboration, and customer-centricity.

4. Sales & Business Performance

• Take ownership of centre-level and cluster-level sales targets.
• Monitor enquiries, follow-ups, lead conversions, renewals, customer retention, and other agreed business metrics.
• Work with centre teams to improve sales execution and customer engagement.
• Identify opportunities to increase centre utilisation, generate local demand, and improve business performance.
• Analyse centre-wise performance and implement action plans for underperforming locations.
• Review sales performance regularly and share progress against targets with the reporting manager.

5. Customer Experience & Service Quality

• Ensure a consistent, professional, and customer-friendly experience across all assigned centres.
• Handle escalated customer complaints and coordinate with relevant teams for timely resolution.
• Monitor customer feedback and identify recurring concerns affecting satisfaction and retention.
• Ensure centre teams follow appropriate customer communication and service standards.
• Work towards improving customer satisfaction, retention, and overall service quality.

6. Safety, Compliance & SOP Adherence

• Ensure compliance with Game Theory's standard operating procedures, safety protocols, and centre guidelines.
• Monitor adherence to sports facility safety standards and operational checklists.
• Ensure appropriate reporting and escalation of incidents, hazards, and safety concerns.
• Conduct routine compliance checks and close identified gaps within agreed timelines.
• Coordinate with relevant stakeholders to maintain safe and well-managed sports facilities.

7. Reporting & Cross-functional Coordination

• Maintain accurate records of centre visits, operational issues, staffing, sales, and compliance.
• Share weekly performance updates covering centre operations, sales, attendance, customer concerns, and pending actions.
• Coordinate with HR, Sales, Finance, Maintenance, and other internal teams to resolve operational dependencies.
• Track key performance indicators and provide actionable insights to the reporting manager.
• Ensure timely communication and escalation of critical issues that may affect business continuity or customer experience.

Candidate Requirements

• Minimum 3 years of relevant experience in sports operations, centre management, fitness, hospitality, recreation, or multi-location operations.
• Experience managing frontline teams and coordinating operations across multiple locations.
• Strong people management, problem-solving, communication, and execution skills.
• Understanding of sales targets, customer service, operational metrics, and business performance.
• Ability to take ownership of issues and drive timely resolution.
• Comfortable with field-based work, regular travel, and weekly centre visits.
• Basic to intermediate proficiency in MS Excel or Google Sheets and operational reporting.
• Ability to analyse performance data and translate findings into practical action plans.
• Experience in sports, fitness, or a customer-facing service business will be preferred.

GAME THEORY | Cluster Manager – Sports Operations

Key Performance Indicators (KPIs)

• Centre Operations: Operational readiness, adherence to standards, and smooth daily functioning.
• Issue Resolution: Timely closure of maintenance, facility, and operational issues.
• Centre Audits: Completion of scheduled visits, audit checks, and corrective actions.
• Sales Performance: Achievement of assigned centre-wise and cluster-wise sales targets.
• Customer Retention: Lead conversion, renewals, customer retention, and complaint resolution.
• Team Performance: Attendance, punctuality, roster adherence, staffing coverage, and productivity.
• Safety & Compliance: Adherence to SOPs, safety protocols, and internal compliance requirements.
• Reporting & Accountability: Accuracy and timeliness of operational reports, updates, and action-item closure.

What Success Looks Like

The successful candidate will ensure that assigned Game Theory centres operate efficiently, frontline teams remain accountable and well-supported, customers receive a consistent experience, safety standards are maintained, and business targets are achieved.