Member Experience Champion

Virgin Active South Africa (Pty) Ltd; Cape Town; On-site; ZAR 150,000 - 190,000; Full time

Job summary

Virgin Active South Africa seeks a Service Ambassador to deliver exceptional in-club member experiences across reception, floor, studios, and ancillary areas. You will engage members daily, drive digital platform use, and support retention through personalized service from entry to exit.

The role requires a Grade 12 or higher, completion of Reception Academy, and at least 12 months in a customer-facing role, with a passion for exercise and strong communication.

Qualifications

• Grade 12 Senior Certificate or NQF 4 equivalent
• Successful completion of Reception Academy
• Good understanding 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 in 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 platforms as our digital offering evolves
• Expose members to online or digital exercise offerings personalised to member needs
• Retain members by building relationships, resolving complaints, and engaging in fitness initiatives
• Promote safe exercise and ensure adherence to club rules and safety protocol
• Maintain the cleanliness of the floor
• Participate in ongoing training and self-development

Skills

Customer service

Communication

Problem solving

Conflict resolution

Relationship building

First Aid

People-centric

Growth mindset

Education

Grade 12 / NQF4

Reception Academy

Job description

Virgin Active South Africa seeks a Service Ambassador to deliver exceptional in-club member experiences across reception, floor, studios, and ancillary areas. You will engage members daily, drive digital platform use, and support retention through personalized service from entry to exit.

The role requires a Grade 12 or higher, completion of Reception Academy, and at least 12 months in a customer-facing role, with a passion for exercise and strong communication.