Customer Experience Manager

Virgin Active South Africa (Pty) Ltd; Wes-Kaap; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading fitness organization in South Africa is looking for an enthusiastic individual to inspire members to lead active lives. This role involves delivering digital strategies, training staff, and engaging members through innovative platforms. The ideal candidate should possess a Matric qualification, VASA app knowledge, and a proactive approach to problem-solving. If you are adaptable, customer-focused, and passionate about making a difference in people's lives, this job may be for you.

Qualifications

• Matric is a mandatory requirement.
• Knowledge of the VASA app is needed.
• A qualification from VASA Product Academy or equivalent is necessary.

Responsibilities

• Inspire people to live active lives.
• Deliver the digital strategy including App and rewards programme.
• Engage and retain members through various company platforms.
• Train staff on new technology and platform rollouts.
• Track and manage member experiences.

Skills

Pro active Solution orientation

Adaptability

Trustworthiness

Customer Relationship Experience

Exceptional conflict resolution skills

High Interpersonal skills (EQ)

Education

Matric

VASA app knowledge

VASA Product Academy or Product 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 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 on line 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,

>and Be a member retention agent

Pro actively manage and track member experiences in club

Pro actively 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

Manage club v

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
• Pro active 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)