Club Experience Manager

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

Job summary

A leading fitness organization seeking an enthusiastic candidate to drive member engagement, implement digital strategies, and train staff. Responsibilities include delivering exceptional member experiences and managing social media engagement. Ideal candidates have matric and experience in customer relations. This role fosters growth and innovation within a dynamic environment.

Qualifications

• Proactive solution orientation.
• Trainer certification in VASA.

Responsibilities

• Deliver the digital strategy, including App and rewards program.
• Support members on issues related to social media platforms.
• Assist and train staff and members on new technology and platform rollouts.

Skills

Customer relationship experience

Exceptional conflict resolution skills

Ability to build positive relationships

Leadership skills to inspire a team

Education

Matric

VASA app knowledge

VASA Product Academy or equivalent qualification

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 leisure areas

Your Duties And Responsibilities

• Deliver the digital strategy, including App and rewards program
• Support members on issues related to social media platforms
• Assist and train staff and members on new technology and platform rollouts
• Assist with GEX queries, timetables, online bookings, and cancellations
• Assist members with PT platforms
• Educate members and staff on how digital platforms work
• Act as a liaison between the business, members, and staff
• Engage members, attract, and retain through various company platforms
• Connect and engage with members daily
• Promote, assist, and communicate product launches to members and staff
• Drive engagement on social media platforms, grow member followings, and involve staff on Tribe
• Host events and ensure hosts are available when needed
• Act as a member retention agent
• Manage and track member experiences proactively
• Create and implement retention strategies to enhance member experiences
• Create member communities
• Offer alternatives to cancellations
• Track and manage queries and challenges promptly
• Improve service performance
• Conduct new staff inductions
• Train and develop staff and tenants on new launches and technology
• Provide service training for staff
• Track staff progress on Product Academy
• Manage club activities and engagement with a monthly activity calendar
• Ensure full compliance with Mtwana box and children safety systems and training
• Manage rostering to improve engagement and align with BCEA standards
• Ensure compliance with all H&S and brand standards

Our Minimum Requirements

We can’t live without…

• Matric
• VASA app knowledge
• VASA Product Academy or equivalent qualification
• Proactive solution orientation
• Trainer certification in VASA

We'd like you to have...

• Adaptability to fast-paced, changing environments
• Curiosity and willingness to learn and grow
• A winning mentality and motivation to succeed
• A commitment to making a difference in people's lives
• A growth mindset
• Ability to work independently
• Trustworthiness and integrity
• A drive to create memorable moments for members
• Decision-making skills and ownership
• Action-oriented approach

We’d love you to have…

• Customer relationship experience
• Resourcefulness, energy, and structure
• Exceptional conflict resolution skills
• Adaptability and agility
• Ability to build positive relationships
• Leadership skills to inspire a team
• Wellness knowledge beyond the health club
• Quick and bold decision-making ability
• Collaborative mindset
• High interpersonal skills (EQ)