Wellness Club Experience Leader

Virgin Active South Africa (Pty) Ltd; Fish Hoek; On-site; ZAR 420,000 - 640,000; Full time

Job summary

Virgin Active South Africa is seeking a Club Experience Manager to lead the member journey and ensure exceptional service across the club. You will oversee the member experience, manage a service-focused team, and drive wellness programs aligned with our Promise to welcome and know our members.

You will partner with facilities and regional teams to deliver outstanding service, manage escalations, and cultivate a vibrant wellness culture that retains members and promotes healthy living.

Qualifications

• Matric/grade 12 required; sports management or related field advantageous.
• Proven experience in managing member experiences, activations and events.
• Experience with digital engagement platforms and customer service excellence.

Responsibilities

• Monitor and enhance the member experience to meet standards.
• Analyze feedback and implement corrective action plans.
• Handle member queries and complaints with timely resolutions.
• Oversee facilities access and usage to ensure wellness focus.
• Lead social wellness programs and member engagement initiatives.
• Collaborate with club, facilities and regional teams for delivery.

Skills

Customer service orientation

People leadership

Wellness knowledge

Education

Matric/grade 12

Sports management related qualification

Job description

Virgin Active South Africa is seeking a Club Experience Manager to lead the member journey and ensure exceptional service across the club. You will oversee the member experience, manage a service-focused team, and drive wellness programs aligned with our Promise to welcome and know our members.

You will partner with facilities and regional teams to deliver outstanding service, manage escalations, and cultivate a vibrant wellness culture that retains members and promotes healthy living.