Retentions Consultant

Virgin Active; Cape Town; On-site; ZAR 180,000 - 300,000; Full time

Job summary

Virgin Active is looking for a Retentions Consultant in Cape Town to support members on their wellness journey and ensure uninterrupted access to premium facilities.

The role focuses on handling cancellations, understanding member concerns, and offering tailored retention solutions, while maintaining high standards of service and compliance with regulatory requirements.

Qualifications

• Proven experience in retentions, sales, or customer service within a contact centre environment.
• Ability to work across multiple campaigns, adapting quickly to changing business needs.

Responsibilities

• Proactively handle cancellation requests via outbound/inbound calls and written correspondence.
• Engage with members to understand concerns and offer tailored solutions to encourage continued membership.
• Apply strong objection-handling and negotiation skills to maximize retention outcomes.
• Document all member interactions, offers, and outcomes in line with internal systems and POPI.
• Collaborate with other departments to support retention targets and business goals.
• Support loyalty programs and drive member retention success.

Skills

Persuasion

Negotiation

Communication

Emotional intelligence

Problem solving

Resilience

Adaptability

Tools

CRM software

Telephone systems

Job description

At Virgin Active, our purpose is to change people's lives for the better through wellness. As a Retentions Consultant, you play a key role in supporting members on their holistic wellness journey by ensuring their access to our luxury wellness environments remains uninterrupted. Every interaction is an opportunity to inspire and empower members to take charge of their wellness journey while fostering a culture of trust, understanding, and transformation.

A day in the life of a Retention Consultant...

• Proactively handle cancellation requests via outbound/inbound calls and written correspondence.
• Engage with members to understand their concerns and offer tailored solutions that encourage continued membership.
• Apply strong objection-handling and negotiation skills to maximize retention outcomes.
• Use structured call flows and in-house methodology to identify member needs and match them with appropriate offerings.
• Deliver empathetic, professional service aligned with Virgin Active's values: being inspiring, always improving, doing the right thing, and having fun.
• Adapt quickly to different campaigns, products, and retention strategies as required by the business.
• Maintain compliance with all regulatory, contractual, and quality standards.
• Accurately document all member interactions, offers, and outcomes in line with POPI and internal systems.
• Address member queries, feedback, and complaints promptly and professionally.
• Collaborate with other departments and leadership teams to support business goals and drive retention success.
• Support business targets by reducing churn and improving member loyalty.
• Work collaboratively with other departments and leadership teams to support the achievement of business outcomes and drive member retention success.
• Prompt the business loyalty program

Our minimum requirements...

Experience & Background

• Proven experience in retentions, sales, or customer service within a contact centre environment.
• Ability to work across multiple campaigns, adapting quickly to changing business needs.

Skills & Competencies

• Excellent persuasion, negotiation, and communication skills.
• High emotional intelligence with the ability to manage sensitive conversations effectively.
• Strong problem-solving and decision-making abilities.
• Resilience and adaptability in a fast-paced, target-driven environment.
• Commitment to member loyalty, with a focus on reducing churn and maximizing retention.
• Ability to maintain compliance with all regulatory, contractual, and quality standards.
• Skilled in accurate documentation of customer interactions and retention outcomes.

We'd like you to have...

• Customer Centric Focus
• Must display empathy and the ability to build rapport
• Quality must be your key focus in delivering the result
• Must have excellent influencing skills
• Must be able to manage objection and be able to close calls
• Must be able to work independently
• Must be a good team player and treat the team with respect

We'd love you to have...

• Good knowledge of relevant computer programs (e.g., CRM software) and telephone systems