Membership Experience & Retention Specialist

Virgin Active; Melbourne; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Free club membership

Performance incentive

Career development opportunities

Job summary

Virgin Active in Melbourne is seeking a customer-focused administrator to champion membership records, direct debit accuracy and retention initiatives. You will manage inquiries on membership terms, club policies and process cancellations, aiming to maximise member satisfaction.

We value experienced, warm and proactive team players who can handle arrears, maintain financial hygiene and contribute to a positive member experience across our clubs.

Qualifications

• 2+ years in customer service or administration with arrears exposure.
• Experience with a high-profile consumer brand.
• Warm, honest and proactive in solving paperwork gaps.

Responsibilities

• Ensure member records and direct debit data are accurate in the system.
• Follow up on arrears and pending accounts with detailed notes.
• Respond to queries about membership terms, club rules and policies.
• Process cancellations and drive retention conversations.
• Maintain financial hygiene with daily banking and compliance.
• Monitor NPS and member sentiment and report findings.

Skills

Customer service

Data entry

Arrears collection

Phone / call center

Job description

Virgin Active in Melbourne is seeking a customer-focused administrator to champion membership records, direct debit accuracy and retention initiatives. You will manage inquiries on membership terms, club policies and process cancellations, aiming to maximise member satisfaction.

We value experienced, warm and proactive team players who can handle arrears, maintain financial hygiene and contribute to a positive member experience across our clubs.