Regional Club Experience Coach & Training Lead

Virgin Active South Africa (Pty) Ltd

Durban

On-site

ZAR 700,000 - 950,000

Full time

7 days ago

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Job summary

Virgin Active South Africa (Pty) Ltd in Durban seeks a Regional Club Experience leader to coach Club Experience Managers, embed service standards, and drive performance through training, insights and hands-on support.

You will own regional hospitality excellence, lead workshops, and develop solutions for improved member journeys while partnering with leadership to recruit and escalate improvement plans across SA clubs.

Qualifications

Minimum 5+ years in a Customer Experience/Service, Hospitality or Club Operations role.
Minimum 2+ years in a multi-site role, managing multiple stores or locations.
Experience in premium retail, hospitality or wellness is preferred.
Proven ability to lead influence teams and facilitate training.
Experience managing customer service and complaint resolution.
Strong analytical capability and familiarity with case management systems.

Responsibilities

Coach and mentor Club Experience Managers to deliver consistent member experiences.
Lead regional training programmes for Club Experience Managers and Service Ambassadors.
Oversee Front of House standards, hosting, reception, and member engagement.
Support recruitment and succession planning for Club Experience roles.
Develop and embed service recovery and continuous improvement across regions.
Drive regional implementation of customer experience projects and pilots.
Identify opportunities to improve the member experience via feedback and metrics.