Club Experience Manager

Virgin Active South Africa; Johannesburg; On-site; ZAR 400 000 - 500 000; Full time

Job summary

A leading health and fitness organization in Johannesburg is seeking a Club Experience Manager to enhance member experiences and lead wellness initiatives. The role involves overseeing customer interactions, community engagement, and team development. Ideal candidates should possess a Matric certificate, relevant management experience, and a passion for wellness. Join us to make a positive difference in our members' lives.

Qualifications

• Minimum 2-4 years in a management role within health and fitness or customer-focused environment.
• Proven experience in digital engagement platforms.
• Experience in managing member experiences, activations, and events.

Responsibilities

• Monitor and enhance member experience.
• Address member feedback and manage complaints.
• Oversee maintenance of physical spaces.

Skills

Customer experience management

Member engagement

Communication skills

Adaptability

Team leadership

Education

Matric/Grade 12 qualification

Qualification in sports management or health and wellness

Job description

Overview

Your Purpose...

To change peoples' lives for the better through wellness, by delivering on OUR PROMISE: to welcome and know our members. Be the host while owning every interaction and making the member experience memorable. To drive a social wellness club with a natural service orientation, a deep passion for wellness, and a desire to make a positive difference every day. The Club Experience Manager is a dynamic, customer-experience focused person responsible for ensuring an exceptional experience at Virgin Active. The role involves leading customer experiences, executing strategies to enhance member satisfaction, and leading a team dedicated to providing outstanding service.

Responsibilities

• Member Experience Management: Monitor and enhance all aspects of the member experience to meet established business standards.
• Analyze member feedback and implement corrective action plans to improve the member experience.
• Address member feedback proactively, manage complaints and resolution times in the club.
• Manage access and usage of facilities in all areas.

• Support and Interaction with Members: Be the custodian of escalated member queries and complaints, ensuring they are dealt with effectively and promptly, in line with our Promise pillar of "own every interaction".
• Facilitate effective communication channels for member inquiries and concerns.
• Ensure collaboration across all club functions and regional support teams to resolve 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 staff and members, promoting a culture of health and vitality.

• Enhancement Of Physical Spaces: Oversee maintenance and presentation of physical spaces and facilities, ensuring they are welcoming and conducive to wellness activities.
• Collaborate with facilities management to address issues affecting member experience.

• Social Wellness Program Implementation: Execute wellness programs, events, and initiatives that engage members and promote healthy lifestyles while driving member retention.
• Collaborate with facilities management to address issues affecting member experience.

• Community Engagement: Encourage social interaction among members to build a strong club community and identify partnerships with local wellness organizations to enhance offerings.

• Performance Monitoring: Monitor service delivery by setting performance standards; track member satisfaction and engagement metrics; report on initiative success to leadership.

• People Management: Recruit, develop, and foster a culture of community and service; onboard and retain people; lead with our People Promise (Be Yourself, Go Together, Work Hard, & Dream Big).

Minimum Requirements

We can\'t live without...

• 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 within health and fitness or a 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 to a fast-paced, changing environment
• Be curious and willing to learn and grow
• A winning mentality and willingness to go over and above to achieve success
• Motivation to achieve success
• A commitment to making a difference in people’s lives
• A growth mindset
• Ability to work independently
• Trustworthiness and integrity
• A drive to create moments of magic for our members
• Ability to make decisions and take ownership
• Action orientation

We\'d love you to have...

• Wellness knowledge beyond the health club
• Ability to make quick and bold decisions
• Ability to be agile and collaborative
• High interpersonal skills (EQ)