What are the responsibilities and job description for the Scuba Experience Manager (Retail & Operations) position at Diventures?
At Diventures, where safety is our number one priority and fun is our number one goal, we are in the relationship business. The Scuba Experience Manager contributes to the success of Diventures by consistently building positive experiences and lasting relationships with our customers through high-touch, high-communication, personalized customer service. The Scuba Experience Manager works closely with our customers, the Store Manager, Diventures team members, and Diventures dive professionals to maximize both the impact and business results of our store with a primary focus on the sales of scuba instruction, equipment and travel programs. As a member of the store management team, the Scuba Experience Manager assists the Store Manager and the Aquatics Experience Manager in the successful operation of the facility and acts as the facility Manager on Duty in the absence of the Store Manager.
Responsible for the performance of the scuba, retail and travel businesses at their location, the Scuba Experience Manager reports to the Store Manager and works to optimize the income and profit generation of these revenue streams through the hiring, training and leading of a small team of retail salespeople and a larger team of contracted dive professionals in delivering a consistently exceptional Diventures customer experience.
To be successful in their role, the Scuba Experience Manager must successfully lead their team in driving the acquisition, conversion, and retention of scuba and travel customers while operating a safe, clean, and well-merchandised retail training center. The Scuba Experience Manager also collaborates continuously with the Scuba Program Director, Merchant Director and Travel Director in the effective planning and execution of all aspects of the scuba, retail, and travel experience in their location.
In addition to direct customer service (about half of their time is spent on the retail floor) the Scuba Experience Manager is responsible for ensuring effective course scheduling, swim and try scuba conversion, equipment sales, instructor scheduling, product merchandising, inventory management, scuba equipment service and the store rental program.
The Scuba Experience Manager should convey excitement in scuba and the aquatic environment to customers and Diventures team members to drive acquisition. The Scuba Experience Manager works closely with the Scuba Program Director and the Store Manager to proactively develop new Dive Professionals and ensure effective succession planning. The Scuba Experience Manager keeps up to date with and maintains all industry safety and training standards for all pool and offsite diving operations and aids the Store Manager and Aquatics Experience Manager in the proper operation of the natatorium.
Key Attributes of the Successful Diventures Scuba Experience Manager
- Customer Service Mindset
- Servant Leader
- Sense of Urgency
- Initiative
- Engaging
- Clear Communicator
- Tenacity
- Effective Time Manager
- Positive and Professional Image
- Business Acumen
- Positive Mindset
- Command
- Collaboration
- Problem Solver
Required Competencies
- Demonstrable relevant experience in the successful leading of customer-focused teams: prospecting, recruiting, interviewing, selection, training, performance coaching, performance management and separation.
- Successful sales leadership experience across varied media: in-person, over the phone, and in writing (email, letters, etc.)
- Experience in efficient resource and financial management: revenue, margin, payroll, expenses.
- Strong preference will be given to those with scuba experience, aquatics experience, Certified Pool Operators, lifeguards, and dive professionals.
