Eric Dubrow
Gym Director
Jessup,MD
Summary
Empathetic and supportive leader within Movement Columbia. Excellent reputation for coaching, staff development, and customer service. Recognized for providing an approachable and welcoming place for employees to grow within the organization.
Overview
2027
2027
years of professional experience
2
2
years of post-secondary education
Work History
Gym Director
Movement Climbing
Columbia, MD
09.2024 - Current
- Reduced member churn from 7.2% in September 2024 to 3.2% in April 2026 through personalized attention and consistent communication, corresponding to a high NPS (>45) during that period.
- Maintained minimal turnover among full-time and part-time staff by ensuring a supportive and growth oriented work environment, reflected in a high eNPS (>30).
- Held five direct reports (department heads) accountable to adhering to specifics KPIs while encouraging a high degree of autonomy to run their sectors of the business within specific budgetary parameters.
- Developed a company-wide reputation for exceptional operational efficiency, particularly within staffing and controllable expenses.
- Managed financial health of the gym including reporting, budgeting, revenue generation strategies, and expense tracking (both capital and operational).
- Coordinated major gym-wide events which led to spikes in customer engagement and satisfaction, including multi-week citizen competitions and USA Climbing Youth Series events.
- Facilitated communication not only with multiple department heads within gym to ensure that operations ran as smoothly as possible, but also with customer community, acting as the voice of Movement Columbia.
- Engaged with external affinity groups to provide access to underrepresented demographics within climbing and formalize relationships through drafting and implementation of MOUs.
Assistant Gym Director
Movement Climbing
Columbia, MD
9 2021 - 09.2024
- Oversaw year-over-year growth in eNPS between 2023-2024 at time when majority of Movement gyms saw significant decline and while Columbia did not have full Director support (August 2023-March 2024).
- For calendar year 2023 - oversaw financial growth of business, exceeding EBITDA targets by 5% while keeping overall expenses slightly under budget.
- Mentored team three direct reports (Front Desk Supervisors) to act as effective leaders for front desk staff and helping them navigate evolving operational procedures.
- Trained staff to highest standards of safety and customer service, leading our gym to have highest dollars spent per customer check-in ratio for retail in entire company.
- Successfully co-lead team through several disruptive changes, including company-wide rebranding initiative in late 2021 and flooding incident in May 2022.
- Efficiently completed administrative tasks such as scheduling, payroll, hiring, firing, employee reviews, and allocating merit increases based on our budget.
- Continued to act as lead instructor and staff trainer for multiple adult classes.
Climbing Programs Manager
Movement Climbing
Columbia, MD
05.2021 - 11.2021
- Responsible for training and hiring of instructors and private climbing coaches.
- Coordinated and scheduled private events within gym per client requests.
- Established new adult and youth climbing instruction.
- Acted as liaison between private climbing coaches and clients.
- Oversaw 100% growth in instructional/programs revenue in six months.
Front Desk Supervisor
Movement Climbing
Columbia, MD
04.2018 - 09.2021
- Acted as mentor to part time staff, helping them become knowledgeable and approachable representatives of Movement Columbia.
- Collaborated with other Supervisors to develop training for part time staff.
- Performed as lead instructor and staff trainer in all adult classes that Movement offers.
- Established new adult and non-competitive youth programs within gym.
- Took on additional roles including processing invoices and special orders, membership auditing, employee scheduling, and youth team administrative functions.
- Provided top level customer service at front desk.
- Gained extensive experience as youth and adult coach, engaging in "double-goal coaching" philosophy with former group.
Freelance A/V Technician
The Newseum
Washington, DC
05.2014 - 05.2019
- Worked with clients on audiovisual needs for events hosted at Newseum.
- Provided excellent level of personalized customer service, tailoring our A/V offerings on individual basis and ensuring smooth technical performance.
Front Desk Staff and Instruction
Movement Climbing
Rockville, MD
04.2016 - 04.2018
- Provided customer service and sales, gained deep knowledge of gym's gear inventory and services on offer, gained proficiency with software used to coordinate and sell goods and services.
- Provided instruction and guidance within various settings and age groups, including member clinics, adult classes, and youth programs.
Education
Bachelor of Arts - French And Spanish
Washington College
Chestertown, MD 09.2010 - 05.2012
Skills
- Financial reporting
- Rock Gym Pro / Redpoint HQ software platforms
- Team management
- Strategic grown
Additional Information
Volunteered as an EMT with the Bethesda-Chevy Chase Rescue Squad from April 2016-April 2018.
Proficient in both French and Spanish.
Timeline
Gym Director
Movement Climbing
09.2024 - Current
Climbing Programs Manager
Movement Climbing
05.2021 - 11.2021
Front Desk Supervisor
Movement Climbing
04.2018 - 09.2021
Front Desk Staff and Instruction
Movement Climbing
04.2016 - 04.2018
Freelance A/V Technician
The Newseum
05.2014 - 05.2019
Bachelor of Arts - French And Spanish
Washington College
09.2010 - 05.2012
Assistant Gym Director
Movement Climbing
9 2021 - 09.2024