Membership Sales Administrator

Virgin Active; Melbourne; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Free gym membership

Discounted personal training

Paid parental leave

Regular personal and professional发展

Employee assistance program

Job summary

Virgin Active is seeking a membership administrator to champion all aspects of member admin and retention, keeping members engaged and financially up to date. You will manage records, handle arrears collections, respond to queries, and drive retention initiatives with a customer‑first mindset.

With 2+ years of relevant experience, you’ll align with a high-profile consumer brand, bring strong communication skills, and contribute to a culture that values warmth and personalised service across our

Qualifications

• 2+ years of customer or administrative experience.
• Exposure to arrears collection is a plus.
• Experience with a high profile consumer brand or call centre/hospitality/retail is helpful.
• You are people-focused, warm, honest and genuine.
• You communicate clearly at all levels.

Responsibilities

• Maintain accurate member records in the management system for seamless direct debit processes.
• Follow up on arrears, pending accounts and fulfilment initiatives with precise notes.
• Respond to membership queries and explain terms, club rules and policies.
• Process cancellations and drive retention conversations and recommitment incentives.
• Ensure interactions are engaging and handle feedback and complaints effectively.
• Maintain financial hygiene including daily banking procedures and compliance.
• Provide personalized service aligned with the brand and experience strategy.
• Monitor Net Promoter Scores (NPS) and member sentiment, acting on insights.
• Seek opportunities to exceed expectations and add value for members.

Job description

This gig is all aboutchampioning all aspects of membership administration and retention, to keep members engaged, connected and financially up to date.

Aday in the life

Ensure the records for each new member areaccurateand all relevant data is captured in the member management system to enable a seamless direct debit payment process

Follow up on arrears collections, pending accounts andfulfilment initiatives,maintainingdetailed andaccuratenotes of actions

Respond to queries about membership terms, club rules,policiesand any other type of general query that ensures a seamless experience for members

Process cancellations,engage in retention conversationsand drive recommitment incentives with members

Ensure all interactions arewarm,queries are answered and feedbackand complaintshandled effectively

Ensure financial hygiene across the club, including daily banking procedures and adherence to compliance processes

Provide heartfelt service and createpersonal experiencesin line with ourexperience strategy and brand standards.

Monitor and report on Net Promoter Scores (NPS) and overall member sentiment (“lovelevels”)

Find ways to give that little bit extra… especially whenit’sunexpected

To land this gig…and your ongoing mindset

You have2+ years of relevant customeror administrative experience and some exposure to arrears collection.

You have aligned experience. You know whatit’slike to work with ahigh profileconsumer brand. You may also have some call centre,hospitalityor retail experience. A+ for you.

You arepeople-focused.You’rewarm,honestand genuine. You get a kick out of investigating gaps in paperwork and solving system admin issues to create seamless processes for people. Going over and above to deliver impeccable customer service makes you feel warm and fuzzy inside.

You are self-assured. You listen intently. You speak eloquently. You can explainjust about anythingto anyone andyou’recomfortable communicating at all levels.You’reauthentic when you express yourself. People trust you.

You are driven.You’reperceptive, you askquestionsand you strive to understand. You enjoy solving problems. Detail is your forte and youdon’tget flustered easily. You can be counted on to skilfully respond to feedback and complaints.

You have a can-do approach. You think on your feet.You’recool withambiguityand you roll with the punches when things change.You’remotivated to find solutions. Whatever a member needs, whatever a member is looking for, you help them find it.

What success looks like

Be Yourself– be who you really are

Go Together– work together as one team

Work Hard– jump in and get your hands dirty

Dream Big– reach for the sky

And theadditionalkey result areasfor you…

Employee Experience–connect with teammates… in a way that maximises our people NPS

MemberExperience– champion the member experiencetomaximise love levels

FinancialPerformance–arrears collections within budgetand improve member retention levels

What we offer you

One of the world’s most recognised and exciting brands

A culturethat’sall aboutchanging people’s lives for the better through wellness

Performance incentive

A free membership for you (and yourbuddyafter 12 months) to workout at our clubs

Discounted personal training

Special dealswith our retail and service partners

Paid parental leave to spend time with your new little human

Regularpersonal and professionaldevelopment

Confidential 24-hour support via our employeeassistanceprogram

Fun.It’spart of our success. We prefer smiles to graphs. We like to be human rather than corporate.