Active Jobs at Virgin Active South Africa

Your Purpose...

• The role of the Experience Consultant is to ensure we deliver on the business expectation of Unreasonable Hospitality. The role will be key to deliver on a seamless and integrated experience for every member from guiding the member effortlessly from initial engagement through onboarding and beyond, delivering a truly holistic wellness experience.

Your Duties and Responsibilities...

Member Experience

• Be the primary point of engagement for members, elevating their member experience at every Addressing member queries and uphold exceptional standards of administration and support.
• Create a welcoming and inclusive environment for all our members, making them feel that they belong, whilst building a community among our members
• Be available to engage and connect with members across the club, from point of entry to the club all the way to assisting our members with new member visits
• Ensure accurate processing of membership details, adhering to policy and data protection regulations
• Be proactive and seek opportunities to implement processes to enhance the membership journey ensuring efficiency across all interactions.
• Take initiative and demonstrate ownership in every situation, recognizing the impact of customer satisfaction on club success.
• Provide advice on all exercise activities to maximize member engagement.

Membership Sales and Retention

• Be accountable for achieving individual and team monthly membership sales, retention, and growth targets.
• Drive the club’s success by consistently meeting net growth, revenue, and sales objective.
• Deliver on all activity targets to support sustainable membership expansion.
• Customize membership solutions to fit individual needs and actively grow corporate memberships within the local community.
• Generate new member sales through creative promotional campaigns, both inside and outside the club, while collaborating effectively with other departments.
• Drive net membership growth using the marketing tools available
• Achieve stipulated KPIs by embedding sales processes across the club and working closely with product teams to enhance the prospect-to-member journey.
• Implement daily required activity based on conversions.
• Drive new leads.
• Book appointments for prospective members.
• Conduct club tours.
• Facilitate a seamless onboarding process within the first 90 days of a member joining.

Ancillary Sales

• Deliver expert guidance on Virgin Active products, ensuring members maximize their wellness experience.
• Keep updated on product offerings, trends, and innovations, actively supporting company initiatives and driving continuous improvement.
• Promote Personal Training and all other ancillary products by effectively communicating its benefits, encouraging trial, and fostering uptake among new members.
• Advise additional products and services to support the member experience and goals.
• Assist with bookings of PT packs and other ancillary packs.

Additional Duties

• Complete all administrative processes and procedures as required from the company timeously
• Recognize the significance of member retention and your role in nurturing relationships with new members.
• Support the smooth operation of your club and consistently provide exceptional member experiences consistently.
• Remain flexible and willing to undertake additional tasks to maintain brand standards and ensure smooth club operations.
• Uphold punctuality, reliability, and commitment to your role.
• Manage your time effectively to maintain staffing levels, including weekend and late hour shifts as needed to meet performance targets.
• Fulfil the duties of the “Manager on Duty” Shift as required.
• Create an inclusive, welcoming and engaging environment for all team members.

We can't live without... (Minimum Requirements)

• Grade 12 Senior Certificate or NQF level 4 equivalent
• Minimum of 2 years’ proven sales experience with a successful track record
• At least 1 year experience in a face-to-face customer service/hospitality role
• Strong communication, interpersonal and presentation skills
• Must have a natural orientation to deliver exceptional member experiences to prospective and existing members.
• Proven ability to meet targets, analyze data and work with budgets
• Experience in running marketing promotions
• Must be comfortable working with digital platforms
• Sound knowledge of Virgin Active exercise experiences
• Comprehensive understanding of the customer journey and how to deliver an exceptional customer experience
• Passionate about people, service and exercise
• Professional, confident and aligned with Virgin Active

We'd like you to have... (Attributes)

• 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 peoples' lives.
• A Growth mindset
• The ability to work independently 
• Must be respectful and have a good level of empathy for others
• A drive to create memorable moments for our members.
• The ability to make decisions and take ownership and responsibility for the decision.
• Action orientation

We'd love you to have... (additional skills)

• Relevant tertiary qualification in Sales, Marketing or related field
• Knowledge of industry trends, fitness and exercise experiences
• The ability to be agile
• The ability to be collaborative
• High Interpersonal skills (EQ)

Closing Date 29 December 2025

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Your Purpose...

• To make exercise irresistible
• To be recognized as the premier brand for extraordinary swim experiences for all ages, driven by an exceptional value for money learn to swim program.

Your Duties and Responsibilities...

• Daily management of a comprehensive swim programme which includes group and individual swim lesson outlines for both adults and children.
• Continual development of the Swim programme, additional programming requirements (including holiday activities).
• Conduct regular marketing and promotion activities of the swim offering to members.
• Management of the administrative duties such as revenue and budget management including regular reporting as and when required
• Direct people management responsibilities for the swim instructors.

 People Management

• Responsible for all recruitment processes for your team, and ensure they are recruited against the VASA values and requirements
• Ensure staff comply with the legislated training requirements and remain up to date with the compulsory training requirements and take advantage of the other training if they wish to.
• Ensure all Swim employees adhere to emergency procedures and are fully aware of health and safety responsibilities.
• Provide day to day management and leadership to the team, encouraging the highest standards of member service, safety and brand standards.
• Carry out regular 1:1 meetings and fully documented bi-annual Performance Promise conversations with each team member.
• Contribute to weekly Head of Department meetings and ensure that the swim team receive the appropriate communication to perform their job to the best of their ability.
• Ensure that all Swim employees comply with the Virgin Active brand standards, and that employees are well presented in accordance with the uniform policy at all times.
• Make sure all current staff are water-safe and provide swim lessons to staff members in need.

Members

• Develop and implement a monthly programme timetable of creative and innovative lessons that support the Virgin Active brand and ensure sign off from National Swim Manager before publishing the timetable.
• Ensure that all scheduled lessons take place. Scheduled lessons at Virgin Active are never cancelled.
• Ensure that all lessons meet Virgin Active standards. Ensure that all lessons on the timetable are taught at the advertised level and format by regularly observing instructors and lessons delivered.
• Proactively monitor attendance to ensure lessons are well attended and use that information to adjust programmes to suit member needs for each lesson type and timeslot.
• Take responsibility for soliciting, listening to and responding to member and instructor concerns and feedback in relation to the scheduling of lessons, the instruction given, and the environment provided.
• Ensure all complaints are followed up within 24 hours and that the Club General Manager and National Swim Manager are kept fully up to date via a weekly report and more frequent updates if needed on serious issues.
• Be fully involved in the creation of a fun, lively and creative atmosphere for all members. Take part in activities, programs and events in the Club which are engaging, generate revenue and promote retention.
• Keep abreast of information on all club facilities, programmes, social events, member suggestions in order to ensure you are fully aware of what is going on across the club and can be an important link between members and all other departments.
• Be actively involved in NPS and proactively seek to drive the club’s score wherever possible.
• Ensure the Swim team are aware of the importance of member retention and understand their role in influencing members who are considering leaving the club, to stay.
• Ensure that pool areas are always safe (for example considering temperature, equipment, obstacles, number of participants etc) and if necessary, reinforce pool regulations with members in order to further maintain their own and others’ safety.
• Ensure that all equipment and supplies are always in safe working order and that an adequate quantity is available.

Swim Department

• Manage and develop the department to ensure it achieves its maximum potential and that all targets are achieved and where possible exceeded.
• Manage the Swim budget, ensuring all financial targets are achieved, as agreed with the National Swim Manager and Club General Manager.
• Manage departmental FTE and costs in line with budget and produce effective rotas to optimise the resource available.
• Ensure the correct salaries and wages are paid to product department employees, ensuring that the correct in-house rates are used for payment of all lessons taught.
• Ensure all the Swim team are aware of the importance of membership sales and continually aim to maximise all sales opportunities within the club.

Ongoing Training and Job Requirements

• Must complete compulsory annual training as is required by Virgin Active
• Must complete the annual refresher in First Aid / AED.
• Must always have a clear criminal record (annual police clearance checks will be conducted)

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

• Matric Qualification
• A Recognised Swim Qualification. (Swim SA or equivalent)
• First aid level 1 and AED Qualification
• Police Clearance Certificate
• Must have completed a Pro-active HOD training programme.
• Must have 1-2 years’ experience within a similar HOD (managing a swim programme of a similar nature)/ management role.
• Must have around 2-3 years’ experience as a swim instructor or coach
• Must have worked in an environment which provides exceptional customer experiences.
• Must have previous administration experience and be comfortable with Microsoft office.
• Must be highly numerate with sound financial acumen.

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
• Analytical skills, the ability to pick up trends or concerns when reviewing data and or reports.
• Must be comfortable to manage complex customer concerns
• Problem solving skills are essential
• Previous experience as a Duty or Service Manager.
• Knowledge of new developments in learn to swim teaching and safety.
• Ability to work within the prescribed KPI’s and achieve and exceed sales targets.
• Ability to manage budgets and achieve associated performance targets.
• Customer Relationship Management experience

We'd love you to have...

• 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)
• Exceptional people management skills with the ability to motivate and ensure high levels of staff engagement
• Basic knowledge of childcare

Closing Date 29 December 2025