Club Experience Manager

Virgin Active South Africa (Pty) Ltd; Fish Hoek; On-site; ZAR 420,000 - 640,000; Full time

Job summary

Virgin Active South Africa is seeking a Club Experience Manager to lead the member journey and ensure exceptional service across the club. You will oversee the member experience, manage a service-focused team, and drive wellness programs aligned with our Promise to welcome and know our members.

You will partner with facilities and regional teams to deliver outstanding service, manage escalations, and cultivate a vibrant wellness culture that retains members and promotes healthy living.

Qualifications

• Matric/grade 12 required; sports management or related field advantageous.
• Proven experience in managing member experiences, activations and events.
• Experience with digital engagement platforms and customer service excellence.

Responsibilities

• Monitor and enhance the member experience to meet standards.
• Analyze feedback and implement corrective action plans.
• Handle member queries and complaints with timely resolutions.
• Oversee facilities access and usage to ensure wellness focus.
• Lead social wellness programs and member engagement initiatives.
• Collaborate with club, facilities and regional teams for delivery.

Skills

Customer service orientation

People leadership

Wellness knowledge

Education

Matric/grade 12

Sports management related qualification

Job description

Your Purpose...

• To change peoples, lives for the better through wellness, through delivering on OUR PROMISE, which is to welcome and know our members. Be the host whilst owning every interaction and make the member experience memorable

• To drive a social wellness club by having a natural service orientation with a deep passion for wellness and desire to make a positive difference every day

• The Club Experience Manager is a dynamic and customer experienced focused person who will be responsible for ensuring an exceptional experience at Virgin Active. The role involves leading customer experiences, executing strategies that will enhance members satisfaction, and leading a team dedicated to providing outstanding service.

Your Duties and Responsibilities...

Member Experience Management:

• Monitor and enhance all aspects of the member experience, ensuring they meet established business standards.
• Analysing member feedback and ensuring corrective action plans are put in place to enhance member experience
• Address member feedback proactively to continuously improve service delivery, actively managing complaints and resolutions times in club.
• Manage access and usage of the facilities in all areas

Support and Interaction with Members:

• Be the custodian of escalated member queries and complaints, and ensure that queries and complaints are dealt with effectively and timeously, keeping in mind Our Promise pillar of "own every interaction"
• Facilitate effective communication channels for member inquiries and concerns.
• Ensure collaboration across all functions within the club and regional support teams to ensure effective resolution of delivery of club experience expectations.

Execution of Wellness Vision:

• Implement the established wellness philosophy and ensure all member experiences reflect this vision.
• Communicate the importance of wellness to both staff and members, promoting a culture of health and vitality.

Enhancement of Physical Spaces:

• Oversee the maintenance and presentation of physical spaces and facilities, ensuring they are welcoming and conducive to wellness activities.
• Collaborate with facilities management to address any issues affecting member experience.

Social Wellness Program Implementation:

• Execute wellness programs, events, and initiatives that engage members and promote healthy lifestyles whilst ensuring this drives member retention.
• Collaborate with facilities management to address any issues affecting member experience.

Community Engagement:

• Encourage social interaction among members to build a strong community within the club.
• Identify opportunities for partnerships with local wellness organizations to enhance member offerings.

Performance Monitoring:

• Monitor Service delivery through setting performance standards.
• Track member satisfaction and engagement metrics, using data to inform continuous improvement efforts.
• Report regularly on the success of implemented initiatives to leadership.

People Management:

• Recruit, develop and foster a culture of community and service by ensuring everyone has exceptional service and hosting skills.
• Onboarding and retention of people.
• Create an engaging and inspiring environment by living our People Promise (Be Yourself, Go Together, Work Hard, & Dream Big) as a leader.

Our Minimum Requirements...

• Matric\grade 12 qualification
• Qualification in sports management, health and wellness, business administration or related field advantageous
• Minimum of 2-4 years in a management role with the health and fitness industry or customer focused environment
• Proven experience in digital engagement platforms
• Proven experience in managing member experiences, activations and events
• Background in wellness programs, community engagement or similar initiatives
• VASA Product Academy or Product Qualification
• Proactive Solution orientation
• Train the Trainer VASA

We’d like you to have...

• Adaptability (must be able to adapt to a fast paced, changing environment)
• Be curious (must be willing to succeed, seek opportunities to learn and grow)
• Have a winning mentality (must be willing to go over and above to achieve success)
• Must be motivated to achieve success.
• A commitment to making a difference in people’s lives.
• A Growth mindset
• The ability to work independently.
• Trustworthiness (must always act in doing the right thing)
• A drive to create moments of magic for our members.
• The ability to make decisions and take ownership and responsibility for the decision.
• Action orientation

We'd love you to have...

• Wellness knowledge, beyond the health club
• The ability to make quick and bold decisions.
• The ability to be agile.
• The ability to be collaborative.
• High Interpersonal skills (EQ)