Club Experience Manager

Virgin Active South Africa (Pty) Ltd; KwaZulu-Natal; On-site; ZAR 400,000 - 500,000; Full time

Job summary

A leading fitness organization seeks a dynamic individual to drive member engagement and technology usage in clubs. The role entails delivering exceptional experiences for members through training, social media engagement, and the implementation of digital strategies. Successful candidates will possess strong qualifications and a proactive attitude towards member relationships.

Qualifications

• Matric and relevant VASA qualifications are essential.
• Proactive solution orientation and leadership skills desired.
• Experience in customer relations and adaptability to change.

Responsibilities

• Engage, attract, and retain members through exceptional experiences.
• Deliver digital strategies and support members on technology.
• Train staff and manage club activities for enhanced engagement.

Skills

Proactive solution orientation

Customer relationship experience

Adaptability

Quick decision-making

Leadership qualities

Education

Matric

VASA Product Academy qualification

Train the Trainer VASA certification

Tools

VASA app

Job description

Your Purpose

• To inspire people to live active lives
• To drive our purpose by providing exceptional experiences for our members
• To provide exceptional in-club experiences using available tools, digital resources, and platforms across digital, reception, floor, pool, studios, and extended leisure areas

Your Duties and Responsibilities

• Deliver the digital strategy, including App and rewards programme
• Support members on issues related to social media platforms
• Assist and train staff and members on new technology/platform rollouts
• Assist with GEX queries, timetables, online bookings, and cancellations
• Assist members with PT platforms
• Educate members and staff on digital platforms
• Act as a liaison between the business, members, and staff
• Engage, attract, and retain members through various platforms
• Connect and engage with members daily
• Promote, assist, and communicate product launches
• Drive engagement on social media, grow followings, and involve staff on Tribe
• Host when necessary and be a member retention agent
• Proactively manage and track member experiences
• Create and implement retention strategies
• Create member communities
• Offer alternatives to cancellations
• Track and manage queries within a reasonable timeframe
• Improve service performance
• Conduct new staff inductions
• Train staff and tenants on new launches and technology
• Provide service training for staff
• Manage staff on Product Academy
• Manage club activities and engagement through a monthly activity calendar
• Ensure full Mtwana box compliance
• Manage compliance with children safety systems and training
• Optimize rostering for member engagement and BCEA alignment
• Ensure compliance with H&S and brand standards

Our Minimum Requirements

We can’t live without…

• Matric
• Knowledge of VASA app
• VASA Product Academy or Product Qualification
• Proactive solution orientation
• Train the Trainer VASA certification

We'd like you to have...

• Adaptability to a fast-paced, changing environment
• Curiosity and willingness to learn and grow
• Winning mentality and motivation to succeed
• Commitment to making a difference in people's lives
• Growth mindset
• Ability to work independently
• Trustworthiness and integrity
• Drive to create memorable moments for members
• Decision-making skills and ownership
• Action-oriented approach

Additional Qualities

• Customer relationship experience
• Energy, resourcefulness, and structure
• Exceptional conflict resolution skills
• Adaptability and flexibility
• Ability to build positive relationships
• Leadership qualities to inspire a team
• Wellness knowledge beyond the health club
• Quick and bold decision-making ability
• Agility and collaboration skills
• High interpersonal skills (EQ)