Member Experience Ambassador

Virgin Active South Africa (Pty) Ltd; Gauteng; On-site; ZAR 120,000 - 180,000; Full time

Job summary

Virgin Active South Africa (Pty) Ltd seeks a Service Ambassador to deliver exceptional member experiences across the club and online. You will assist on entry, assist with information, and ensure smooth flow from entry to exit while upholding standards and safety.

This role emphasizes digital engagement and personalised fitness experiences. Ideal candidates have a year of customer-facing work, strong communication, adaptability, and a passion for exercise.

Qualifications

• Grade 12 Senior Certificate or NQF Level 4 equivalent.
• Successful completion of Reception Academy.
• Good understanding and knowledge of digital platforms.
• Sound knowledge of Virgin Active exercise experiences.
• Comprehensive understanding of the customer journey and the desired customer experience.
• Sound knowledge of club rules, operating standards and safety protocol.
• Minimum of 12 months experience within a face to face customer facing role.
• Proven ability to resolve member questions and queries.
• Embody the business values.
• People centric.
• Passionate about exercise.

Responsibilities

• Control access into the facility.
• Communicate and provide information to staff, members and prospective members.
• Deliver on member needs and experiences from entry to exit.
• Adhere to operational standards, and administration policies and procedures.
• Deliver excellent customer service throughout the club to achieve NPS and member sentiment score targets.
• Drive digital engagement with members on our various platforms as our digital offering evolves.
• Expose members to online or digital exercise offerings tailored to meet individual member needs.
• Retain members by building member relations and resolving complaints.
• Engage members in fitness initiatives to increase retention.
• Promote safe exercise and manage club rules and safety protocol.
• Maintain the cleanliness of the floor.

Skills

Customer service

Communication

Problem-solving

Conflict resolution

Interpersonal skills

Adaptability

Teamwork

People centric

Education

Grade 12 Senior Certificate or NQF Level 4 equivalent

Reception Academy

First Aid Level 1 certificate

Job description

Virgin Active South Africa (Pty) Ltd seeks a Service Ambassador to deliver exceptional member experiences across the club and online. You will assist on entry, assist with information, and ensure smooth flow from entry to exit while upholding standards and safety.

This role emphasizes digital engagement and personalised fitness experiences. Ideal candidates have a year of customer-facing work, strong communication, adaptability, and a passion for exercise.