Customer Experience Manager at Virgin Active South Africa

Job Description

Your Purpose...

• To inspire people to live active lives
• To drive our purpose by providing exceptional experiences for our members.
• To provide exceptional in club experiences by using the available tools, digital resources and platforms across the services of digital/ reception/ floor / pool / our studios and our extended leisure areas.

Your Duties and Responsibilities...

• To deliver the digital strategy, includes App and rewards programme.
• Provide support to members on issues relating to our social media platforms
• Assist and train our staff and members on new technology / platform roll outs
• Assist with GEX queries / timetables and on line bookings and cancellations
• Assist members with the PT platforms
• Assist and teach both members and staff how our digital platforms work
• Be a liaison between the business and members and staff in the club.
• To engage members , attract and retain, through various appropriate company platforms
• To connect and engage with members daily
• Promote , offer assistance and communicate all product launches to members and staff
• Drive member / staff engagement on our social media platforms , grow member followings and engage staff on Tribe
• HOST , ensure hosts available when you are not,
• and Be a member retention agent
• Pro actively manage and track member experiences in club
• Pro actively create and/ or implement retention strategies in club to enhance member experiences
• Create member communities
• Offer alternative options to cancellations
• Track and manage queries/challenges within reasonable time frame
• Improve service performance
• New staff inductions
• Train and develop staff / tenants on all new launches and technology
• Service training for all staff
• Track and manage staff on Product Academy
• Manage club v
• Engage club v members with a monthly activity calendar
• Ensure full Mtwana box compliance
• Manage and ensure full compliance with all children safety systems and training
• Rostering to improve member engagement and align to BCEA
• Comply and manage all H&S and brand standard protocols as required in department.

Our Minimum Requirements...

We can’t live without…

• Matric
• VASA app knowledge
• VASA Product Academy or Product Qualification
• Pro active Solution orientation
• Train the Trainer VASA

We'd like you to have...

• Adaptability (must be able to adapt to a fast paced, changing environment)
• Be curious (must be willing to succeed, seek opportunities to learn and grow)
• Have a winning mentality (must be willing to go over and above to achieve success)
• Must be motivated to achieve success.
• A commitment to making a difference in people’s lives.
• A Growth mindset
• The ability to work independently.
• Trustworthiness (must always act in doing the right thing)
• A drive to create moments of magic for our members.
• The ability to make decisions and take ownership and responsibility for the decision.
• Action orientation

 We’d love you to have…

• Customer Relationship Experience
• Energy, be resourceful and structured
• Exceptional conflict resolution skills
• Adaptable
• Able to connect to build positive relationships
• Leadership skills to inspire a team
• Wellness knowledge, beyond the health club
• The ability to make quick and bold decisions.
• The ability to be agile.
• The ability to be collaborative.
• High Interpersonal skills (EQ)