Service and Commercial Effectiveness Manager at Virgin Active South Africa

Job Description

• The Service & Commercial Effectiveness Manager is a senior leadership role within the Contact Centre, reporting to the Head of Contact Centre and leading a team of Quality professionals.
• The role is responsible for driving service excellence, member experience, quality assurance, and commercial effectiveness across Sales, Retentions, and Collections.

Key Responsibilities

• Lead the Contact Centre quality strategy to improve customer experience, service standards, and commercial performance.
• Use Human QA, AI scorecards, analytics, and coaching insights to improve sales conversions, retention outcomes, and collections performance while maintaining compliance and member trust.
• Manage and develop Quality Leads and Quality Assurers, building capability in coaching, root-cause analysis, reporting, and operational improvement.
• Partner with Operations, Training, Optimization, and Technology teams to translate insights into measurable actions and business improvements. 
• Oversee quality governance, reporting, compliance standards, and continuous improvement initiatives. 
• Drive the adoption and governance of AI-driven quality assurance and conversation intelligence tools. 

Minimum Requirements

• Matric and a relevant tertiary qualification (or equivalent senior experience). 
• Minimum 5 years' experience in a Contact Centre, customer operations, sales, retention, collections, or service environment. 
• 2 to 3 years' leadership experience in Quality Assurance, Customer Experience, Commercial Effectiveness, or Operational Improvement.
• Strong experience in quality management, coaching, performance improvement, analytics, and stakeholder management. 
• Excellent communication, leadership, and problem-solving skills with strong commercial acumen. 

Ideal Candidate

• The ideal candidate is a strategic and data-driven leader who can balance customer experience, quality, compliance, and commercial outcomes. They should have strong coaching skills, experience with AI-enabled quality assurance, and the ability to influence cross-functional teams to deliver measurable improvements.

Success Measures

Success will be measured through:

• Improved quality assurance scores and service standards.
• Increased sales conversion, retention, and collections outcomes.
• Expanded QA coverage and effective coaching implementation.
• Reduced quality risks, complaints, and compliance failures. 

 Closing Date 18 September 2026