Club Experience Manager

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

Job summary

An established industry player is looking for a dynamic individual to inspire members to lead active lives. This role involves delivering a digital strategy that enhances member experiences through effective use of technology and social media engagement. You will be responsible for training staff and members on new platforms, managing member relationships, and implementing retention strategies. If you are adaptable, proactive, and have a passion for making a difference in people’s lives, this opportunity is perfect for you. Join a team that values growth, trust, and exceptional service in a vibrant environment!

Qualifications

• Must be adaptable to fast-paced environments and proactive in solutions.
• Knowledge of VASA app and product qualifications is essential.

Responsibilities

• Deliver the digital strategy, including app and rewards program.
• Engage and retain members through various platforms and communication.

Skills

Proactive Solution orientation

Adaptability

Customer Relationship Experience

Exceptional conflict resolution skills

Leadership skills

High Interpersonal skills (EQ)

Education

Matric

VASA Product Academy or Product Qualification

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 by using the available tools, digital resources and platforms across the services of digital/ reception/ floor / pool / our studios and our extended leisure areas.

Your Duties And Responsibilities...

• To deliver the digital strategy, includes App and rewards programme.
• Provide support to members on issues relating to our social media platforms
• Assist and train our staff and members on new technology / platform roll outs
• Assist with GEX queries / timetables and online bookings and cancellations
• Assist members with the PT platforms
• Assist and teach both members and staff how our digital platforms work
• Be a liaison between the business and members and staff in the club.
• To engage members, attract and retain, through various appropriate company platforms
• To connect and engage with members daily
• Promote, offer assistance and communicate all product launches to members and staff
• Drive member / staff engagement on our social media platforms, grow member followings and engage staff on Tribe
• HOST, ensure hosts available when you are not
• Be a member retention agent
• Proactively manage and track member experiences in club
• Proactively create and/or implement retention strategies in club to enhance member experiences
• Create member communities
• Offer alternative options to cancellations
• Track and manage queries/challenges within reasonable time frame
• Improve service performance
• New staff inductions
• Train and develop staff / tenants on all new launches and technology
• Service training for all staff
• Track and manage staff on Product Academy
• Engage club v members with a monthly activity calendar
• Ensure full Mtwana box compliance
• Manage and ensure full compliance with all children safety systems and training
• Rostering to improve member engagement and align to BCEA
• Comply and manage all H&S and brand standard protocols as required in department.

Our Minimum Requirements...

We can’t live without…

• Matric
• VASA app knowledge
• 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...

• Customer Relationship Experience
• Energy, be resourceful and structured
• Exceptional conflict resolution skills
• Adaptable
• Able to connect to build positive relationships
• Leadership skills to inspire a team
• 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)