Wellness Club Experience Lead

Virgin Active South Africa (Pty) Ltd; Wes-Kaap; On-site; ZAR 450,000 - 600,000; Full time

Job summary

Virgin Active South Africa (Pty) Ltd is seeking a Club Experience Manager to lead customer experiences and drive member satisfaction. You will oversee a team delivering outstanding service, monitor experiences, and implement wellness programs in-club.

The role emphasizes collaboration with facilities and regional teams to maintain welcoming spaces and foster community. Strong leadership and a passion for wellness are essential.

Qualifications

• Matric/grade 12 qualification.
• Qualification in sports management, health and wellness, business administration or related field advantageous.
• Minimum of 2-4 years in a management role with the health and fitness industry or customer focused environment.
• Proven experience in digital engagement platforms.
• Proven experience in managing member experiences, activations and events.
• Background in wellness programs, community engagement or similar initiatives.
• VASA Product Academy or Product Qualification.
• Proactive Solution orientation.
• Train the Trainer VASA.

Responsibilities

• Monitor and enhance all aspects of the member experience, ensuring they meet established business standards.
• Analysing member feedback and ensuring corrective action plans are put in place to enhance member experience
• Address member feedback proactively to continuously improve service delivery, actively managing complaints and resolutions times in club.
• Manage access and usage of the facilities in all areas
• Be the custodian of escalated member queries and complaints, and ensure that queries and complaints are dealt with effectively and timeously
• Facilitate effective communication channels for member inquiries and concerns.
• Ensure collaboration across all functions within the club and regional support teams to ensure effective resolution of delivery of club experience expectations.
• Implement the established wellness philosophy and ensure all member experiences reflect this vision.
• Oversee the maintenance and presentation of physical spaces and facilities, ensuring they are welcoming and conducive to wellness activities.
• Execute wellness programs, events, and initiatives that engage members and promote healthy lifestyles whilst ensuring this drives member retention.
• Encourage social interaction among members to build a strong community within the club.
• Monitor Service delivery through setting performance standards.
• Track member satisfaction and engagement metrics, using data to inform continuous improvement efforts.
• Report regularly on the success of implemented initiatives to leadership.
• Recruit, develop and foster a culture of community and service by ensuring everyone has exceptional service and hosting skills.
• Onboarding and retention of people.
• Create an engaging environment by living our People Promise as a leader.

Skills

Adaptability

Curiosity

Winning mentality

Growth mindset

Independent work

Decision making

Action orientation

Trustworthiness

Customer hosting

Education

Matric / Grade 12

Sports management / health and wellness / business admin degree advantageous

Job description

Virgin Active South Africa (Pty) Ltd is seeking a Club Experience Manager to lead customer experiences and drive member satisfaction. You will oversee a team delivering outstanding service, monitor experiences, and implement wellness programs in-club.

The role emphasizes collaboration with facilities and regional teams to maintain welcoming spaces and foster community. Strong leadership and a passion for wellness are essential.