Member Experience Champion

Virgin Active South Africa (Pty) Ltd; Pretoria; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Virgin Active South Africa (Pty) Ltd is seeking a Service Ambassador to deliver exceptional in-club experiences across reception, exercise floor, studios and lounges. You will engage members from entry to exit, promote digital offerings, and support retention through daily interactions.

The role requires a Grade 12 or NQF4, completion of Reception Academy, strong communication, problem-solving and first aid skills, with at least 12 months in a customer-facing position, and a genuine passion for

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 platforms as our digital offering evolves.
• Expose members to online or digital exercise offerings that are personalised to meet individual member needs.
• Retain members by building member relations and resolving complaints for each member or incident.
• Engage members to our fitness initiatives (events) to increase member retention.
• Promote safe exercise and manage member adherence to club rules and safety protocol.
• Maintain the cleanliness of the floor.
• Participating in ongoing training & self-development.
• We’d like you to have…
• We'd love you to have…

Skills

Customer service

Digital platform engagement

Problem solving

Communication skills

Conflict resolution

Relationship building

People centric

Adaptability

First Aid

Education

Grade 12 Senior Certificate or NQF Level 4 equivalent

Reception Academy completion

Job description

Virgin Active South Africa (Pty) Ltd is seeking a Service Ambassador to deliver exceptional in-club experiences across reception, exercise floor, studios and lounges. You will engage members from entry to exit, promote digital offerings, and support retention through daily interactions.

The role requires a Grade 12 or NQF4, completion of Reception Academy, strong communication, problem-solving and first aid skills, with at least 12 months in a customer-facing position, and a genuine passion for