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Virgin Active was born in 1999. With 45 health clubs in the UK (8,500 employees!) and almost 250 globally, were one of the fastest-growing businesses within the Virgin Group. Were renowned for our outstanding customer service and helping our member be their personal best. Everyones welcome at Virgin Active. Young or old. Fit or unfit. Its all good. We set...
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Your Purpose...
- Work to proactively develop and implement, check, and communicate the correct messages to the correct member segmentations as per the business needs and requirements.
- Provide the Customer Engagement manager with all comms to effectively communicate internally with processes.
- Supports all service recovery project initiatives to ensure systemic transparency and no negative impact to business process/requirements.
- Work to resolve any incoming escalated queries from UK, Exco, Customer Engagement manager.
- Provides members with solutions and ensures completion to member expectations.
Your Duties and Responsibilities...
Manage and ensure effective proactive member comms strategies are carried out
- Manage the Comms calendar for all Pro-Active comms going to members to ensure that member coms are scheduled and sent at convenient times for members and staff in call centre to ensure correct workflow and volumes are sent and communicated to the business to ensure staff availability for queries arising from these.
- Work with the CRM team and Customer engagement manager to create and communicate the correct messages to members regarding member accounts. (Financial and Legal Comms) These Include but are not limited to Price Increases, Age Ups, End of Term, Club Refurbs, Good News Stories.
- Ensure that correct messages are sent to the correct segmented data base.
- Ensure that correct comms channels are used to communicate effectively and cost effectively. Includes digital and in club comms.
- Ensure that above comms is sent in required timeframes as per legal and the consumer protection act.
Manage and ensure effective reactive member comms strategies are carried out
- Adapt the comms calendar accordingly when these reactive communications are to be sent, with the possibility of rescheduling Pro-active comms to minimise risk for the business.
- Work with the CRM team and Customer engagement manager to create and communicate the correct messages to members.
- Work with other teams to ensure all correct actions are completed to ensure effortless members experience Such as but not limited to: notes are posted, comms are sent out internally and possible correct Bulk action is completed, bulk refunds/bulk apology SMS, etc.
Deal with member queries and emergency comms
- Deal with escalated member queries from various channels within the business as well as from External sources, i.e. Consumer council.
- Manage emergency comms with current escalations team for SMS and app notifications that need to be worked and sent before / during and after general office hours.
- Assist the Head of Customer experience with Service recovery strategies and objectives.
- Manage relationship and all queries escalated form the Consumer Ombudsman
- Manage respond and report on app related concerns investigating and raising root causes with Head of Customer Experience and assist to drive change initiatives.
Write and manage the communication of all member related policies
- Write and Provide support / training for any all processes and Policies relating to Member and Member Experiences in line with Members Experience strategies.
- Ensure these are published once approved by all parties and signed off as final on the vault.
- Work with Head of Change and Internal Comms re comms of these (Always in copy and sign off from the Head of Customer Experience)
Reporting
- Assist with all reporting requirements relating to the Customer Experience function, this includes but is not limited to all KPI, measurement and reporting initiatives as well as in club Customer experience touchpoints such as Surveys, Member engagement touchpoints etc.
Our Minimum Requirements...
We can’t live without… (Minimum Requirements)
- 5–7 years of relevant experience in customer service, communications, or operations, ideally in the wellness, fitness, or hospitality industry.
- Experience in managing communications (both proactive and reactive) for large, diverse member/customer bases.
- Experience using case management, marketing automation platforms and / or other relevant digital tools.
- Demonstrated leadership experience, either managing teams or leading cross-functional projects, with a focus on delivering operational excellence and service improvements.
- Experience in crisis management or service recovery, dealing with escalated queries from both internal teams (e.g., Customer Engagement) and external bodies (e.g., Consumer Ombudsman).
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Your Purpose...
- To make exercise irresistible to your Club-V members
- To interact, entertain education and stimulate your Club-V members
- To maintain a safe, hygienic and clean environment
- To provide a happy and welcoming environment
- To create a nurturing environment for small toddlers and babies
Your Duties and Responsibilities...
- To correctly control and manage electronic access and exit of all Club-V members to the Club-V facility.
- To manage all access cards ensuring that they are valid and contain all relevant information.
- To effectively manage the 2 consecutive hour rule.
- To follow the monthly activity roster and theme correctly.
- To ensure that you plan your activities and execute these on an ongoing basis.
- To ensure that you are informed and that you adhere to all emergency procedures in a competent fashion.
- To ensure that you correctly meet all operational standards and requirements and that you understand all of these.
- To maintain control of the Club-V environment.
- To report any incidents immediately to your MOD and/or Club-V Co-ordinator.
- To correctly control stock within the Club-V facility including toys, arts & crafts, disposables/consumables, cleaning aids, movement equipment, games, puzzles, books etc. using the relevant checklists in the Mntwana Box.
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Your Purpose...
- To inspire people to live active lives through delivery of excellent member service, auditing, banking, checking and processing contracts, administering payroll processes, administering orders, petty cash, monitoring and controlling uniform stock, ensuring effective communication to all departments and managing and developing departmental staff.
- As the custodian of the Company’s Administrative Policies & Procedures, the Club Administrator is responsible for minimizing risk within this framework, whilst simultaneously providing the smooth flow of administration and excellent member service.
Your Duties and Responsibilities...
Delivering Excellent Member Service
Resolve member queries and requests
- Respond & action member queries and requests within 24 hours.
- Ensure database is maintained by updating changes of member details as requested.
- Process refunds and follow up to ensure they are actioned timeously.
- Action any relevant changes on DIY in accordance with the Framework of Authority.
- Capture cancellation / change of information requests daily and follow up to ensure actioned.
- Log relevant member notes
Capture manual access stats
- In the event of access downtime, ensure that all manual access stats are accurately captured onto the system within 36 hrs
Auditing
- Audit all pre-printed stationery to ensure payments were received
- Reconcile access card report to receipts to ensure payments were received
- Complete incident reports and highlight any discrepancies with the Club General Manager
- Perform daily, weekly & monthly audits to ensure compliance to audit requirements
- Respond and correct findings from audit reports
Banking
- Complete the banking process as per policy and procedures
- Log cash losses on Risk Management site
- Print and reconcile relevant banking reports and log calls where necessary to ensure that member’s accounts are corrected timeously
- Complete till float counts
Check and Process Contracts
- Check and process membership contracts
- Ensure that code changes, mini month end, month end requirements, commission schedules and breakdown reconciliations are performed
- Highlight any misrepresentation or contract discrepancies
Administer Payroll Processes in Club
- Capture employee documentation (take on’s, transfers, terminations)
- Check salary data received from HOD’s and ensure its submitted to NHO for payment
- Action salary deductions
- Check salary reports to ensure accuracy and correct remuneration of all staff
- Reconcile and update leave documentation
Administer Orders
- Place & receipt orders for pre-printed stationery, general stationery and uniforms
Petty Cash
- Manage & issue petty cash as per policy & procedures
- Perform weekly reconciliations and submit claims to NHO to ensure sufficient petty cash available at all times
- Log cash losses on Risk Management site
Monitor and Control Uniform Stock
- Reconcile uniform orders against deliveries
- Issue uniform and ensure deductions are actioned
- Maintain uniform reconciliation to accurately track all uniforms issued as well as keep record of remaining uniform allocations
Effective Communications
- Inform all departments of new admin policies and procedures
- Provide training on admin policies and procedures to all staff as required
- Ensure that tasks are carried out timeously and in accordance with Admin & Payroll timetables
Managing and Developing Departmental Staff
- Manage discipline and performance of staff
- Training of department staff
- Develop growth plan for administration staff
- Arrange for training in line with growth & succession plan
- Maintain and update staff files of the Administration department
Our Minimum Requirements...
We can’t live without… (Minimum Requirements)
- Matric\ grade 12 qualification
- Relevant tertiary qualification
- Minimum of 2-4 years in an administration or similar role
- Advanced in finance and HRMS systems
- Intermediate skill in the Microsoft suite, i.e. excel, word and powerpoint
- Be member centric in all dealings
- Have exceptional organization and planning skills
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Your Purpose...
- The purpose of this role is to Inspire people to live active lives and to ensure that the individual and club sales goal is achieved monthly by promoting and marketing Virgin Active as the preferred choice in the fitness industry.
Your Duties and Responsibilities...
- Plan each day and month in advance, to generate new leads, book new appointments, and present to customers with the objective of making sales to successfully reach and exceed a pre-defined sales target.
- Record activity inputs using the tools and systems provided by Virgin Active, in line with timelines and procedures set.
- Abide by the Virgin Active sales processes and systems provided by Virgin Active.
- To maintain up to date, comprehensive knowledge and understanding of VASA products, as well as in comparison to competitors.
- To expand the customer base and strengthen the loyalty of existing customers through service calls to increase sales referrals, and ongoing development of networks and relationships.
- To understand prospective members’ individual interests and requirements, building rapport and matching their interest and needs with our product.
- Close sales by overcoming objections with the support of the Sales Manager and/or Regional Sales Coach.
- Report to the Sales Manager regarding reviews and analyse objectives and planned activities.
- To review and analyse sales data and statistics, to plan effectively for the future with the aim to increase sales and enhance our brand image.
- Participate in sales meetings by sharing best practice, ideas and making recommendations to generate new leads, increase sales, etc.
- Inform the local consumer of Virgin Active through activating unique marketing opportunities local to your club E.g. Attend, arrange, prepare, promotions, health days and corporate / community events as well as in-club events as a Virgin Active brand ambassador.
Our Minimum Requirements...
We can't live without...
- Matric qualification essential.
- Relevant tertiary qualification preferred (Sales and Marketing qualification).
- A minimum 2 years’ experience within the sales industry.
- Promotion and sales skills to sell the Virgin Active product and service effectively.
- Proven track record of sales performance.
- Plan daily activities to maximize results.
- The ability to build and maintain rapport with key customers and identify new opportunities.
- Telephone communication, and listening skills.
- Excellent communication interpersonal and leadership skills essential.
- Must be confident, polite and aware of the general matters taking place in the industry.
- Must be customer centric
- Must be able to analyse the market and use data to penetrate the market effectively.
- Must be financially astute and be able to understand sales budgets. Must have proven experience in calculating sales ratios.
- Understand and adhere to company systems and processes.
- Must have excellent client relationship building skills across all customer demographics.
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Key Responsibilities:
- Provide therapeutic massage: Offer personalized massage treatments tailored to the client’s needs, targeting muscle groups that are stressed or fatigued from exercise, sports, or daily activities.
- Assess clients' physical condition: Evaluate and identify areas of tension, soreness, or discomfort and develop appropriate treatment plans.
- Promote recovery: Use techniques that help in the recovery process post-competition or training, helping to reduce muscle stiffness and soreness.
- Injury prevention: Apply preventive techniques to minimize the risk of injuries, including stretching and relaxation exercises.
- Offer post-event treatments: Assist athletes in recovering after intense training sessions, competitions, or events by using techniques that reduce muscle inflammation and speed up healing.
- Educate clients: Advise on proper posture, stretching, and self-care techniques to promote long-term health and well-being.
- Maintain client records: Keep detailed notes of treatments, progress, and any changes in the client’s physical health or performance.
- Work with other healthcare professionals: Collaborate with athletic trainers, physical therapists, and coaches to ensure optimal care and treatment for clients.
- Promote wellness: Encourage a healthy lifestyle and regular massage therapy sessions as part of the overall fitness routine.
Required Skills and Qualifications:
- Qualification: Certified or licensed in massage therapy (specific to the region or country).
- Experience: Proven experience in sports massage or a similar field, ideally working with athletes or active individuals.
- Knowledge: Strong understanding of anatomy, physiology, and sports-related injuries.
- Communication skills: Ability to explain treatments and aftercare to clients effectively.
- Physical stamina: Ability to perform massages for extended periods while maintaining a high level of energy and focus.
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Your Purpose...
- Do the best work of your life by enabling experiences that help people live an active life
- This role is responsible for all aspects of the operational and financial performance of the club, including income statements, sales retention, brand standards and people management.
Your Duties and Responsibilities...
Financial Management
- Ensuring that the club operates as a profitable business, ensuring Revenue and EBITDA growth for the club.
- Manage club operating expenses through P&L management.
- Manage according to company standards to reduce risk (salary requirements, Audit reports, etc.)
Facility Management
- Manage Operations and Health &Safety and ensure procedures are followed according to the standards set by the business.
- Manage and oversee maintenance and utilities effectiveness and costs.
- Ensure that the facility provides a holistic wellness experience, through ensuring effective maintenance of the club.
People Management
- Responsible for the recruitment, development, and training of staff.
- Ensure all information is communicated effectively to all club staff.
- Implement and ensure the adherence to required policies, procedures, and systems.
- Implement and ensure affective management of performance across departments.
- Implement and ensure the adherence to required IR policies and procedures.
Service Experience
- Ensure our members experience exceptional service within our facility.
- Implement and sustain a strong member focus.
- Provide solutions to members on queries and complaints in line with the company policy.
- Ensure excellent customer service according to the brand standards.
Competitor Analysis
- Understand how to mitigate competitor risk.
- Conduct regular analysis of the competitor landscape.
- Notify senior management of potential risk.
Our Minimum Requirements...
We can't live without...
- Matric or equivalent NQF level 4 is essential.
- Previous managerial experience at Club General Manager level with a successful track record coupled with strong leadership skills; or must have been the 2IC to a Club General Manager.
- Must have successfully completed the internal Learn to Fly programme.
- Must be financially proficient and have a good financial acumen.
- Must have a business owner approach.
- Must have a solid understanding of the market, with good insight into the competition.
- Must be able to manage multiple priorities.
- Good customer relations and interpersonal skills.
- A solid understanding of People/HR procedures which includes recruitment, people development, people relations, performance management and coaching skills.
- Proven track record working within an ever changing and pressurized environment.
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Your Purpose...
- To inspire people to live active lives
- The role of the Fitness Instructor is to promote our world-class fitness products and to increase member retention through effective new member induction. This role will also be responsible to promote existing and new fitness initiatives as well as products and services to members.
Your Duties and Responsibilities...
- To at all times do your bit towards achieving our purpose to Inspire people to live an active life, this is achieved by believing and living our values through all we do, always innovating, inspiring people, have fun and do the right thing.
- Building relationships with members to achieve member retention
- Conducting fitness initiatives to increase member retention
- Adhering to operational & administrative requirements
- Ensure the health and safety of members at all times
- Actively managing ongoing training and self-development to keep abreast of industry changes
- Actively assist and promote the ancillary products and services available to members
Our Minimum Requirements...
We can't live without...
- Matric qualification
- Industry recognized fitness qualification essential
- A minimum of 6 months experience within fitness
- First Aid qualification with AED certification
- Ability to work shifts which includes weekends and public holidays
- Experience in member service (customer service)
- Must be a people’s person and be able to assist and guide our members
go to method of application »
Your Purpose...
- To make exercise irresistible to your Club-V members
- To interact, entertain education and stimulate your Club-V members
- To maintain a safe, hygienic and clean environment
- To provide a happy and welcoming environment
- To create a nurturing environment for small toddlers and babies
Your Duties and Responsibilities...
- To correctly control and manage electronic access and exit of all Club-V members to the Club-V facility.
- To manage all access cards ensuring that they are valid and contain all relevant information.
- To effectively manage the 2 consecutive hour rule.
- To follow the monthly activity roster and theme correctly.
- To ensure that you plan your activities and execute these on an ongoing basis.
- To ensure that you are informed and that you adhere to all emergency procedures in a competent fashion.
- To ensure that you correctly meet all operational standards and requirements and that you understand all of these.
- To maintain control of the Club-V environment.
- To report any incidents immediately to your MOD and/or Club-V Co-ordinator.
- To correctly control stock within the Club-V facility including toys, arts & crafts, disposables/consumables, cleaning aids, movement equipment, games, puzzles, books etc. using the relevant checklists in the Mntwana Box.
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Your Purpose....
- To evolve our purpose of inspiring people to live active lives by working towards creating a global Social Wellness Club.
- To enable exceptional member experiences within our clubs through the proactive maintenance of our facilities.
- As a member of the Maintenance team, you will be responsible for the preventative and reactive maintenance within your club.
Your Duties and Responsibilities...
Complete preventative maintenance activities on the following equipment (but not limited to):
- Out of Warranty Fitness Equipment
- Swimming Pool/Spa Systems
- Heating Ventilation Air Conditioning Systems (HVAC)
- Hot and Cold-Water Systems
- All building preventative maintenance tasks
- Sauna
- Steam Rooms
- Complete any re-active maintenance that is logged in the maintenance & Health and Safety Job book.
- Respond to all emergency repairs.
- Ensure the Maintenance Operator or Maintenance Technician (where applicable) onsite is continually upskilled to complete his/her responsibilities.
- Discuss all contractor requests if required with the Club General Manager and Regional Facility Manager before requesting a purchase order.
- Escalate any issues that can’t be resolved to the Club General Manager and Regional Facility Manager.
- Ensure the preventative maintenance within the clubs is completed in line with VASA policies & procedures.
- Fulfil duties which covers Health and Safety processes and checks required to maintain H&S compliance within the club.
- Communicate guidelines regarding the understanding of and adherence to the health & safety policy.
- Ensure that all documents regarding the health and safety policy are filed regularly and the cabinet and its contents are kept up to date.
- Communicate all operating standards to the relevant staff through their heads of departments and that they remain updated.
- Ensure that work standards, security and safety is monitored and improved in all areas of the facility.
- Conduct Health and Safety Audits as directed by the business.
- Ensuring all work carried out is done so in a safe manner, & in line with the VASA H&S policy.
- Manage all utility consumption within the club.
- Investigate and resolve high water and electricity consumption.
- Address all state of repair Brand Standards concerns in a timely manner
- Assist the Club General Manager with managing the following budgets to ensure they are not exceeded.
- Maintenance Premises
- Maintenance Physical Plant
- Maintenance Pools
- Maintenance Water Hygiene
- Maintenance Grounds
- Maintenance Consumables
- Maintenance Health and Safety
- Society Expenses
- As your HOD role, assist the club teams as and where required, and facilitate a healthy team environment.
- Fulfil the duties of an HOD within club, which includes being an MOD within the club
- Seek collaboration opportunities with fellow technical skilled colleagues within the region
-
Our Minimum Requirements...
We can't live without...
- Matric (NSC) qualification
- Advanced relevant Technical qualification
- Passion for maintenance and brand standards within clubs
- A minimum of 2-3 years proven maintenance experience
- Hands on experience of plumbing, electrical, HVAC, plant equipment
- Understands the importance of H&S
- Proven Experience in working independently.
- Working with Microsoft office suites, e.g. emails, word and excel
- Have a good understanding of utilities consumption
- Proven experience in managing maintenance costs
- Proven people management skills
- Proven experience in managing Health and Safety checks and processes
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Your Purpose...
- To inspire people to live active lives
- The role of the Fitness Instructor is to promote our world-class fitness products and to increase member retention through effective new member induction. This role will also be responsible to promote existing and new fitness initiatives as well as products and services to members.
Your Duties and Responsibilities...
- To at all times do your bit towards achieving our purpose to Inspire people to live an active life, this is achieved by believing and living our values through all we do, always innovating, inspiring people, have fun and do the right thing.
- Building relationships with members to achieve member retention
- Conducting fitness initiatives to increase member retention
- Adhering to operational & administrative requirements
- Ensure the health and safety of members at all times
- Actively managing ongoing training and self-development to keep abreast of industry changes
- Actively assist and promote the ancillary products and services available to members
Our Minimum Requirements...
We can't live without...
- Matric qualification
- Industry recognized fitness qualification essential
- A minimum of 6 months experience within fitness
- First Aid qualification with AED certification
- Ability to work shifts which includes weekends and public holidays
- Experience in member service (customer service)
- Must be a people’s person and be able to assist and guide our members
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Your Purpose...
- The Exercise Experience Manager is all about building dynamic, inclusive communities where our members feel inspired and supported to achieve their wellness goals. You’ll be the guide, ensuring every member finds the right products, services, and fitness tribes that suit them perfectly. It’s about creating fun, personalized experiences that keep our members engaged and coming back for more, all while embracing the bold, adventurous Virgin spirit we’re known for. Let’s make wellness more than just a gym—it’s a social lifestyle!
Your Duties and Responsibilities...
- Recruitment, Onboarding & Retention: You’re at the heart of curating a team of passionate fitness pros. You’ll scout, attract, and recruit the most talented Fitness and Group Exercise Instructors, both within and outside the club, ensuring they fit right into our vibrant community. Using the Online Hiring Assessment process, you’ll measure success and help build a powerhouse of instructors. Once onboard, you’ll guide them through an exciting, thorough induction, introducing everything from conduct guidelines to operational essentials like studio setup, sound systems, and salary processes.
- Team Management & Development: Creating an unstoppable team is key. You’ll develop and nurture an all-star squad of Fitness and Group Exercise Instructors, aligning with club FTE and budget needs. As their leader, you’ll provide regular coaching, feedback, and opportunities for growth, making sure they stay inspired and driven. By championing CPD (Continuing Professional Development) training, you’ll ensure that our team is always ahead of the curve, mastering the latest in wellness & fitness innovation and standards.
- Community Building & Instructor Support: Building dynamic, thriving fitness tribes is what it’s all about. You’ll foster a sense of belonging among our Group Exercise Instructors through strong communication—whether it’s in one-on-one chats, newsletters, or team meetings. You’ll also make sure they are continuously growing by managing their CPD points and scheduling development opportunities. With a laser focus on the STOP, LOOK & LISTEN strategy, you’ll ensure every class is prepped and every instructor is supported—from studio setups to assisting with member bookings.
- Delivering Exceptional Group Exercise Experiences: You’ll lead by example, stepping into the studio and delivering unforgettable group exercise experiences that keep members coming back for more. Your role doesn’t stop at teaching—you’ll maintain the highest standards of cleanliness, organization, and studio functionality, ensuring that everything from sound systems to equipment is in tip-top shape. You’ll also oversee class timetables across digital platforms, ensuring they’re always spot on and ready to wow members while managing any last-minute no-show plans like a pro.
- Group Exercise Focus: Your main focus is managing the group exercise timetable to deliver high-energy, engaging classes that leave a lasting impact. You’ll boost participation through events like FITFEST and DJ nights, creating memorable experiences for members. Using data from GEX reports and collaborating with your regional team, you'll identify opportunities to adjust class types, schedules, or instructor performance for maximum impact. Expanding and optimizing Group Exercise offerings is key—you’ll ensure the timetable aligns perfectly with what our members want, consistently delivering exceptional experiences.
- Member Social Wellness: We’re all about creating welcoming environments for every member that walks through our doors. You’ll offer comprehensive inductions that set the stage for success, showcasing everything the club has to offer. Whether it’s group exercise, personal training, or event-driven experiences, you’ll actively promote all our offerings to support each member on their unique wellness journey. You’ll also manage our GEX Invitation system to ramp up class participation, increase mobile app engagement, and keep the buzz alive through epic events and demos.
- Operational Excellence: You’ll ensure that every group exercise space is not only functional but inspiring. Cleanliness, top-tier equipment, and flawless sound systems are non-negotiable under your watch. You’ll also uphold all Health & Safety and Operational Standards to create a safe and empowering environment for both instructors and members. With a focus on seamless experiences, you’ll also craft optimal staffing schedules to make sure the club floor is always buzzing with energy and engagement.
- Marketing & Community Building: You’ll be the energy behind every in-club marketing campaign, executing strategies that get people talking and members signing up. Leveraging the business tools and resources, you’ll promote everything from Group Exercise to Personal Training, ensuring both new and existing members are drawn in. By tapping into digital platforms and in-club marketing opportunities, you’ll keep our community engaged and excited about the fitness journey they’re on.
- Data Analysis & Performance Tracking: Data-driven and performance-focused, you’ll monitor and analyse class attendance and engagement, identifying trends and opportunities to optimize our offerings. With your eye on the numbers, you’ll implement action plans to fill any gaps, ensuring our classes are always hitting the mark. Whether it’s boosting mobile app usage or maximizing class bookings, your drive and focus will ensure every Group Exercise offering meets or exceeds expectations.
Our Minimum Requirements...
We can't live without...
- Matric qualification
- A Recognized Fitness Qualification
- A minimum of 5 years’ experience within the Fitness Industry
- A minimum of 3 years’ experience in managing exercise experiences within in a health club or similar role
- A minimum of 2-3 years of experience in managing people / teams
- Exceptional people leadership skills
- Experience in teaching a variety of Group Exercise classes
- be passionate about wellness industry
- Strong team player & collaborator
- Exhibit the VA brand values
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Your Purpose...
- To inspire people to live active lives
- The role of the Fitness Instructor is to promote our world-class fitness products and to increase member retention through effective new member induction. This role will also be responsible to promote existing and new fitness initiatives as well as products and services to members.
Your Duties and Responsibilities...
- To at all times do your bit towards achieving our purpose to Inspire people to live an active life, this is achieved by believing and living our values through all we do, always innovating, inspiring people, have fun and do the right thing.
- Building relationships with members to achieve member retention
- Conducting fitness initiatives to increase member retention
- Adhering to operational & administrative requirements
- Ensure the health and safety of members at all times
- Actively managing ongoing training and self-development to keep abreast of industry changes
- Actively assist and promote the ancillary products and services available to members
Our Minimum Requirements...
We can't live without...
- Matric qualification
- Industry recognized fitness qualification essential
- A minimum of 6 months experience within fitness
- First Aid qualification with AED certification
- Ability to work shifts which includes weekends and public holidays
- Experience in member service (customer service)
- Must be a people’s person and be able to assist and guide our members
go to method of application »
Your Purpose....
- The purpose of this role is to sell to prospects in line with the sales strategy and to support the business goals
- Do the best work of your life by enabling experiences that help people live an active life
- To make exercise irresistible
- To focus on giving members an irresistible experience
Your Duties & Responsibilities…
- To always do your bit towards achieving our strategic business vision and do it in a way that aligns to our business values of learning, improving and inspiring while having fun and always doing the right thing.
- Be self-disciplined and plan and work independently
- Work flexibly e.g. weekends, early or late hours, as well as Public holidays
- Computer literate – proficient and agile when using Word, Excel, Outlook
- Write emails freely with excellent knowledge of grammar and spelling.
- Understand the market and demographics of a variety of clubs to effectively communicate the key message and campaign to the market
- Develop and build great networks and relationships with potential members & colleagues
- Follow a manual process of tracking potential members.
- Do thorough needs analysis of potential members’ requirements to be able to advise on what the club can offer to meet these needs.
- Perform administrative functions as required for this role.
- Perform additional functions as required from time to time by your line managers such as mystery calls, confirmation calls, and others.
- Responsible for generating leads for future sales.
- Ensure our prospective and existing members receive heartfelt service through every interaction within the sales process.
- Due to the nature of the role, you will be required to work over certain weekends and public holidays to achieve the agreed KPIs and targets set.
- Keep yourself updated on all club-related events, activities, and priorities or programs, this includes member suggestions to provide exceptional service.
- Ensure you are aware of all current and upcoming Sales & Marketing campaigns/strategies
- Attend relevant training courses and meetings which will enable you to carry out your role successfully as well as those which are discussed within Performance Promise conversations.
- Complete monthly sales product training as required
- Maintain a positive, productive working relationship with all Support Office and Club staff.
- Aim always to give the best possible service to members and prospective members. Deal with prospect inquiries, ensuring efficiency and accuracy when handling queries.
- Ensure that you effectively and efficiently resolve prospect inquiries.
- Be accountable for achieving your KPIs monthly.
- Collaborate with your team to achieve the minimum requirement of budget performance
- Set appointments from contacts made using centrally generated leads
- To maximise opportunity and influence all components in booking appointments, managing show ratio, gaining referrals, and converting the inquiries into sales.
- Complete sales over the phone from the contacts made using centrally generated leads as well as leads self-generated.
- Responsible for meeting KPIs monthly which has been predetermined by your line manager.
- You’ll also be responsible for achieving any other targets relating to other areas such as data collection, call quality, Dynamics compliance, and accurate tracking.
- When required you’ll also perform additional tasks including, but not limited to:
- Live chat, Twitter and Facebook, Google Reviews, multi-Channel member administrative requests
We can’t live without…
- Matric or equivalent qualification
- Up to 3 years’ experience as sales or retentions representative or similar sales role
- Proven track record of successfully meeting sales budgets preferably over the phone
- Outstanding negotiation and persuasion skills with the ability to resolve issues and address complaints
- Must be able to converse, read and understand English
- Excellent communication and interpersonal skills
- Must be resilient to handle customer rejection
- The ability to multitask is essential, as the role requires seamlessly switching between multiple systems while assisting customers, as well as frequently transitioning between communication channels, from voice calls to written interactions.
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Your Purpose...
- The Service Ambassador is responsible for providing exceptional in-club member experiences using the available tools and platforms across areas such as our service/reception area, exercise floor, studios, swimming facilities and extended lounge areas. This role is key in engaging our members across all offerings in club as well as online. This role supports the retention of our members through daily interaction and engagement.
Your Duties and Responsibilities...
Conducting Front of House Duties
- Control access into the facility
- Communicate and provide information to staff, members and prospective members
- Deliver on member needs and experiences from entry to exit
- Adhere to operational standards, and administration policies and procedures
Engaging with Members
- Deliver excellent customer service (experiences) throughout the club to achieve NPS and member sentiment score targets
- Drive digital engagement with members on our various platforms as our digital offering evolves
- Expose members to online or digital exercise offerings that are personalised / tailored to meet individual member needs
- Retain members
- Build member relations
- Resolve complaints for each member or incident
- Engage members to our fitness initiatives (events) to increase member retention
Delivering the Member Floor Experience
- Promote safe exercise
- Manage member adherence to club rules and standards
- Manage member adherence to safety protocol
- Maintain the cleanliness of the floor
Participating in Ongoing Training & Self-Development
Our Minimum Requirements...
We cannot live without...
- Grade 12 Senior Certificate or NQF Level 4 equivalent
- Successful completion of Reception Academy
- Good understanding and knowledge of digital platforms
- Sound knowledge of Virgin Active exercise experiences
- Comprehensive understanding of the customer journey and the desired customer experience
- Sound knowledge of club rules, operating standards and safety protocol
- Minimum of 12 months experience within a face to face customer facing role
- Proven ability to resolve member questions and queries
- Embody the business values
- People centric
- Passionate about exercise
Method of Application
Use the link(s) below to apply on company website.
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Gmail
Yahoomail