Club Experience Manager

Virgin Active South Africa (Pty) Ltd; Wes-Kaap; On-site; ZAR 400 000 - 500 000; Full time

Job summary

A leading wellness organization in South Africa is seeking a Club Experience Manager to transform member experiences. You will lead initiatives to enhance satisfaction, manage community interactions, and ensure wellness philosophy execution. Experienced individuals with a strong service orientation and a relevant qualification, along with 2-4 years in the health and fitness industry, are encouraged to apply. This role allows you to make a significant positive difference in our members' lives and foster a welcoming community.

Benefits

Employee wellness programs

Development opportunities

Qualifications

• 2-4 years in a management role within health and fitness or a customer-focused environment.
• Experience with digital engagement platforms.
• Background in managing member experiences and events.

Responsibilities

• Ensure exceptional member experiences across the club.
• Monitor and enhance member satisfaction and service delivery.
• Oversee maintenance of physical spaces.
• Implement wellness programs and community engagements.

Skills

Customer service orientation

Adaptability

Interpersonal skills (EQ)

Proactive solution orientation

Decision-making

Education

Matric/grade 12 qualification

Qualification in sports management, health and wellness, business administration

Job description

Overview

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.

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.

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 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)

Notes: This refined description removes extraneous formatting and presents content in well-structured sections with only allowed tags. The core responsibilities and qualifications are preserved.