Club Experience Manager

Be among the first applicants.

Virgin Active South Africa

Cape Town

ZAR 400 000 - 500 000

Be among the first applicants.

3 days ago

Job description

Job title: Club Experience Manager

Job Location: Western Cape, Cape Town
Deadline: March 08, 2025

Your Purpose...

To change people's lives for the better through wellness, delivering on OUR PROMISE, which is to welcome and know our members. Be the host whilst owning every interaction and make the member experience memorable.
To drive a social wellness club by having a natural service orientation with a deep passion for wellness and a desire to make a positive difference every day.
The Club Experience Manager is a dynamic and customer experience-focused person responsible for ensuring an exceptional experience at Virgin Active. The role involves leading customer experiences, executing strategies that enhance member satisfaction, and leading a team dedicated to providing outstanding service.

Your Duties And Responsibilities...
Member Experience Management:

Monitor and enhance all aspects of the member experience, ensuring they meet established business standards.
Analyze member feedback and ensure corrective action plans are put in place to enhance member experience.
Address member feedback proactively to continuously improve service delivery, actively managing complaints and resolution times in the club.
Manage access and usage of the facilities in all areas.

Support And Interaction With Members:

Be the custodian of escalated member queries and complaints, ensuring they are dealt with effectively and timely, keeping in mind Our Promise pillar of "own every interaction."
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.

Execution Of Wellness Vision:

Implement the established wellness philosophy and ensure all member experiences reflect this vision.
Communicate the importance of wellness to both staff and members, promoting a culture of health and vitality.

Enhancement Of Physical Spaces:

Oversee the maintenance and presentation of physical spaces and facilities, ensuring they are welcoming and conducive to wellness activities.
Collaborate with facilities management to address any issues affecting member experience.

Social Wellness Program Implementation:

Execute wellness programs, events, and initiatives that engage members and promote healthy lifestyles while ensuring this drives member retention.
Collaborate with facilities management to address any issues affecting member experience.

Community Engagement:

Encourage social interaction among members to build a strong community within the club.
Identify opportunities for partnerships with local wellness organizations to enhance member offerings.

Performance Monitoring:

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.

People Management:

Recruit, develop, and foster a culture of community and service by ensuring everyone has exceptional service and hosting skills.
Onboard and retain people.
Create an engaging and inspiring environment by living our People Promise (Be Yourself, Go Together, Work Hard, & Dream Big) as a leader.

Our Minimum Requirements...
We can't live without...

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 within the health and fitness industry or a 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.