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...
- 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
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...
- 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)
go to method of application »
Your Purpose...
Is to “change people’s lives for the better through wellness”;
- We deliver social wellness experiences that enable people to meet their personal wellness goals, through holistic physical, mental nutritional and social wellbeing.
- As Social Media & Content Manager, you are responsible for shaping and amplifying Virgin Active South Africa's digital presence, community and cultural relevance. You will lead the development and execution of a world-class social and content strategy that inspires wellness, strengthens member advocacy, drives brand consideration and supports business growth.
- You are the custodian of Virgin Active's digital voice, ensuring every piece of content reflects our purpose, brand values and commitment to delivering exceptional member experiences.
- This role sits at the intersection of Brand, Partnerships & Events, Growth, Product and Sales teams, translating business objectives into engaging content, meaningful conversations and measurable outcomes.
Your Duties and Responsibilities...
Social and content strategy
- Develop and lead Virgin Active's integrated social media and content strategy across all platforms.
- Ensure social and content initiatives directly support lead generation, acquisition, retention, engagement and brand equity objectives.
- Own the social content roadmap and editorial strategy, aligned to the annual marketing calendar and key business priorities.
- Continuously identify emerging trends, platforms and audience behaviours to keep Virgin Active culturally relevant and category-leading.
- Apply best practices and high standards across all social channels.
Community growth & member advocacy
- Build, grow and nurture highly engaged digital communities that deepen member connection and brand loyalty.
- Develop strategies that encourage high-volume member participation, advocacy and user-generated content.
- Lead social listening initiatives to identify opportunities, risks and emerging member trends or needs.
- Ensure Virgin Active actively participates in conversations - through proactive community management - rather than simply broadcasting content.
- Champion a community-first approach that strengthens belonging and drives positive brand sentiment.
Content excellence & storytelling
- Lead the creation of compelling, insight-led content that inspires, educates and motivates audiences on their wellness journey.
- Oversee the end-to-end content production process across internal teams, agencies and external partners.
- Ensure all content delivers against strategic objectives while maintaining exceptional creative standards.
- Create distinctive storytelling frameworks that showcase members, trainers, ambassadors, product innovation and club experiences.
- Drive consistency of brand voice and visual identity across all channels.
Influencer, ambassador and partnership strategy
- Lead the Friends of Virgin Active ambassador programme, ensuring it delivers measurable brand and commercial value.
- Develop and manage relationships with influencers, creators, athletes and wellness partners.
- Integrate sports sponsorships, Kauai collaborations and strategic partnerships into content and community strategies.
- Identify new partnership opportunities that enhance relevance, reach and credibility.
- Measure and optimise the effectiveness of all influencer and partnership investments.
Digital innovation and platform partnerships
- Develop and maintain strategic relationships with key digital platform partners, including Meta, TikTok, Google and emerging platforms.
- Identify, beta test and implement new social media capabilities, products and innovations that enhance Virgin Active's digital presence, member engagement and competitive advantage.
Product and innovation marketing
- Partner closely with Marketing, Product and Sales teams to bring new offerings, innovations and member benefits to life through content.
- Translate product features into compelling member stories and experiences.
- Ensure social channels become a key platform for education, discovery and adoption of new products and services.
Commercial impact and performance
- Collaborate with Brand, Growth, Product and Sales teams to maximise the effectiveness of paid social activity.
- Ensure content strategies contribute to leads generation, member acquisition, retention and lifetime value objectives.
- Use audience insights, data and experimentation to optimise performance and improve ROI.
- Balance brand-building initiatives with measurable business outcomes.
Reporting, analytics and optimisation
- Establish and monitor meaningful KPIs across engagement, community growth, advocacy, acquisition and retention.
- Deliver regular reporting and strategic recommendations to senior stakeholders.
- Use social listening, market intelligence and competitive benchmarking to identify opportunities for growth.
- Build a culture of testing, learning and continuous optimisation.
Leadership and stakeholder management
- Lead and inspire agencies, freelancers, creators and content partners to deliver best-in-class execution.
- Collaborate effectively across Marketing, Product, Operations, Growth, Partnerships and Global Virgin Active teams.
- Act as Virgin Active's internal subject matter expert on social media, content and digital communities.
Budget management
- Own the annual social media and content budget, ensuring effective planning, forecasting, cost management and reporting.
- Evaluate and optimise investment across content, creators, agencies, partnerships, technology and paid amplification to maximise commercial impact and ROI.
Our Minimum Requirements...
We can’t live without…
- Relevant tertiary qualification in Marketing, Communications, Media or related field.
- 7+ years' experience leading social media, content and community strategies for leading consumer brands.
- Proven track record of growing engaged digital communities and delivering measurable business impact.
- Experience managing influencer, ambassador and partnership programmes at scale.
- Strong understanding of content strategy, social media platforms, creator ecosystems, social media tools, analytics, community management and digital trends.
- Experience managing agencies, production partners and cross-functional stakeholders.
- Exceptional storytelling, copywriting and content planning capabilities.
- Strong commercial acumen with the ability to connect social performance to business outcomes.
- Advanced knowledge of social analytics, reporting and social listening tools.
- Experience within fitness, wellness, lifestyle, hospitality or consumer brands.
- Experience operating within regional or global brand environments.
Core Interpersonal Skills:
- Emotional Intelligence- proven ability to anticipate the needs of others before they are voiced
- Active Listening- Able to genuinely hear concerns with the ability to defuse tense situations and ensuring members and staff feel heard and valued
- Cultural Awareness and Fluency- understand international norms, etiquette and diverse backgrounds to provide a welcoming environment for our international and VIP members
- Empathy – be able to understand, or and be aware of, someone else’s feelings especially during stressful situations, such as travel delays or billing disputes
Operational & leadership Skills Required:
- Attention to Detail, noticing the small things
- Resilience and Composure, be able to remain calm and optimistic under extreme pressure, during peak or periods or system failures
- Problem solving and conflict resolution – be able to turn challenges into opportunities by thinking and acting quickly to resolve issues before they impact a member’s experience
- Adaptability: be flexible to handle unpredictable shifts in processers, resource changes, last minute VIP guest arrivals, or sudden changes in event plans.
- Relatability – the capacity to connect with diverse stakeholders across all backgrounds
- Situational Awareness – constantly monitoring the environment to identify members who need support or help
- Curiosity- the ability to seek out and transform standard transactions into personalised stories and memorable experiences
- Time Management – the ability to efficiently meet stringent deadlines while maintaining a relaxed and unhurried demeanor for guests.
- Digital Fluency – must be proficient in new age technology and systems
go to method of application »
Job Description
Your Purpose...
- Is to “change people’s lives for the better through wellness”;
- We deliver social wellness experiences that enable people to meet their personal wellness goals, through holistic physical, mental nutritional and social wellbeing.
- Virgin Active South Africa’s Growth Marketing Manager is responsible for driving measurable member acquisition growth through high-quality digital lead generation and full-funnel optimisation.
- This role owns the performance marketing engine for Virgin Active South Africa, with a clear commercial mandate: build and scale a data-driven growth system that consistently delivers high-intent leads, improves conversion rates across the funnel, and increases new memberships across South Africa.
- This is a growth and performance leadership role, not a brand awareness role. Success is defined by acquisition efficiency, lead quality, and member conversion.
Your Duties and Responsibilities...
Strategy
- Own the end-to-end growth marketing strategy across paid, owned and emerging digital channels.
- Optimise for cost per lead (CPL), cost per acquisition (CPA), and member conversion rate.
- Continuously improve the full acquisition funnel from first engagement to membership sign-up.
- Align closely with CRM and Sales teams to maximise lead-to-member conversion.
Paid media ownership
- Lead performance across key acquisition channels:
- Google Ads (Search, Display, YouTube) – capture high-intent demand and drive conversions.
- Meta (Facebook & Instagram) – scale lead generation, retargeting, and conversion campaigns.
- TikTok Ads – build efficient upper-funnel and conversion-driven acquisition campaigns.
- Landing Pages & Website Funnels – Work closely with Website Product team to optimise UX, messaging, and conversion pathways to maximise lead capture.
Experimentation
- Build a structured test-and-learn growth roadmap.
- Identify, test, and scale new acquisition channels including affiliates, influencers, partnerships, programmatic, local publishers and referral systems.
- Rapidly iterate based on performance data and scale only proven channels.
Reporting, analytics and optimisation
- Own growth performance reporting and dashboards.
- Ensure accurate end-to-end attribution from lead to membership conversion.
- Drive continuous optimisation of targeting, creative, messaging and funnel performance.
- Embed a culture of experimentation (A/B testing across campaigns, landing pages, and offers).
Cross-functional leadership
- Work closely with the Brand & Social teams to ensure consistent and effective acquisition messaging.
- Work with the CRM and Sales teams to improve lead nurturing, follow-up and conversion rates.
- Collaborate with the Website Product team to improve website and digital funnel performance.
- Manage external media agencies and platform partners to deliver performance outcomes.
Budget management
- Own and manage the end-to-end digital growth marketing budget.
- Allocate spend across channels (Google, Meta, TikTok, and emerging platforms) to maximise ROI and acquisition efficiency.
- Continuously optimise budget distribution based on performance data, shifting investment toward the highest-performing channels and campaigns.
- Ensure spend efficiency against agreed CPL, CPA, and ROAS targets.
Our Minimum Requirements...
We can’t live without…
- Relevant tertiary qualification in Marketing or related field.
- Minimum 8 years’ experience in digital performance marketing or growth marketing.
- Proven experience in paid media (in-house or agency), e-commerce or digital commerce environments, with responsibility for driving measurable revenue outcomes (e.g. lead-to-sale, online conversion or subscription-based growth).
- Demonstrated success in building and optimising full-funnel acquisition strategies from awareness through to conversion and retention.
- Strong hands-on experience in campaign management and optimisation across high-performance digital channels.
- Deep working knowledge of Meta Ads Manager and Google Ads with a proven ability to optimise campaigns for efficiency and scale.
- Strong advantage for candidates with in-platform execution experience (not just strategic oversight) across paid media platforms including:
- Meta (Facebook and Instagram).
- Google Ads (Search, Display, YouTube, PMax, Demand Gen and UAC).
- TikTok Ads Manager.
- Strong analytical capability with experience using data to drive decision-making, improve conversion rates and optimise marketing spend.
- Experience working with marketing and analytics ecosystems including:
- Google Marketing Platform (Google Analytics 4 including Firebase, Looker Studio, Google Tag Manager).
- Braze, Insider, Hubspot or similar CRM/marketing automation platforms.
- Strong collaboration and communication skills with experience working across Brand, Sales, CRM, Product, and Technology teams.
- Comfortable working in a fast-paced, test-and-learn environment with clear commercial accountability and performance targets.
- Ability to lead agencies, stakeholders, and cross-functional teams effectively.
Core Interpersonal Skills:
- Emotional Intelligence- proven ability to anticipate the needs of others before they are voiced
- Active Listening- Able to genuinely hear concerns with the ability to defuse tense situations and ensuring members and staff feel heard and valued
- Cultural Awareness and Fluency- understand international norms, etiquette and diverse backgrounds to provide a welcoming environment for our international and VIP members
- Empathy – be able to understand, or and be aware of, someone else’s feelings especially during stressful situations, such as travel delays or billing disputes
Operational & leadership Skills Required:
- Attention to Detail, noticing the small things
- Resilience and Composure, be able to remain calm and optimistic under extreme pressure, during peak or periods or system failures
- Problem solving and conflict resolution – be able to turn challenges into opportunities by thinking and acting quickly to resolve issues before they impact a member’s experience
- Adaptability: be flexible to handle unpredictable shifts in processers, resource changes, last minute VIP guest arrivals, or sudden changes in event plans.
- Relatability – the capacity to connect with diverse stakeholders across all backgrounds
- Situational Awareness – constantly monitoring the environment to identify members who need support or help
- Curiosity- the ability to seek out and transform standard transactions into personalised stories and memorable experiences
- Time Management – the ability to efficiently meet stringent deadlines while maintaining a relaxed and unhurried demeanor for guests.
- Digital Fluency – must be proficient in new age technology and systems
go to method of application »
Job Description
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
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
- Knowledge of the following equipment in installation, maintenance and operation of:
- Chillers
- Evaporative and cooling towers
- Electronic controls
- General air-conditioning systems
- Building management systems
- General electrical (Medium voltage)
- Water treatment
- Hot water vessels
- Steam generators
- Saunas
- Pumps
- Valves
- Heat exchanges
- Sand filtration systems
- Plumbing
- Carpentry and Glazing
- Health and Safety knowledge
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)
- Exhibit strong verbal and written communication skills.
- Proven Interpersonal and management skills.
- Good financial/admin knowledge.
- Ability to plan effectively.
- Problem solving ability
- Multi-site experience
go to method of application »
Job Description
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
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...
- 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)
go to method of application »
Job Description
In a nutshell (your purpose) …
- Is to “change people’s lives for the better through wellness”;
- We deliver social wellness experiences that enable people to meet their personal wellness goals, through holistic physical, mental nutritional and social wellbeing.
- As a Quality Lead, in our contact centre, you’ll ensure that every member interaction reflects our commitment to excellence, empathy. You’ll lead by example, coaching and guiding our teams to deliver exceptional service while maintaining compliance and efficiency. Your focus will be on quality assurance, process improvement, and member-centric solutions, ensuring all member interactions reinforce trust and encourage positive outcomes.
A day in the life (your duties & responsibilities) …
- Conduct audits of calls, chats, and emails all communication mediums using structured scorecards to assess professionalism, accuracy, compliance, and member experience.
- Identify performance trends and skill gaps, providing data-driven insights to operations and training teams.
- Partner with Team Leaders to create targeted coaching plans for agents, focusing on underperformance and growth opportunities.
- Lead calibration sessions to ensure consistent, fair evaluation standards across teams.
- Deliver constructive feedback through one-on-ones and group workshops.
- Ensure adherence to business rules and policies.
- Monitor use of call flows, business rule and processes to mitigate risks.
- Flag compliance violations and recommend corrective actions.
- Generate weekly/monthly QA reports on agent performance, CSAT, and First Contact Resolution.
- Present findings to leadership with actionable recommendations for process upgrades.
- Collaborate with Training, Operations, and stake holders to refine QA criteria, knowledge bases, and workflows.
- Pilot innovative solutions (e.g., AI-driven speech analytics) to enhance service quality.
- Serve as the bridge between Training and Operations to align goals.
What we need from you (our minimum requirements) …
We can’t live without…
- Matric or equivalent qualification
- Up to 2 years proven experience within a quality controller role or similar function.
- Up to 3-4 years’ experience in a Contact Centre environment
- Proven experience in quality assurance or a similar role within a contact center environment.
- Strong analytical and problem-solving skills.
- Excellent communication and collaboration skills.
- Familiarity with industry best practices and standards.
- Proficient in data analysis and reporting tools.
Core Interpersonal Skills:
- Emotional Intelligence- proven ability to anticipate the needs of others before they are voiced
- Active Listening- Able to genuinely hear concerns with the ability to defuse tense situations and ensuring members and staff feel heard and valued
- Cultural Awareness and Fluency- understand international norms, etiquette and diverse backgrounds to provide a welcoming environment for our international and VIP members
- Empathy – be able to understand, or and be aware of, someone else’s feelings especially during stressful situations, such as travel delays or billing disputes
Operational & leadership Skills Required:
- Attention to Detail, noticing the small things
- Resilience and Composure, be able to remain calm and optimistic under extreme pressure, during peak or periods or system failures
- Problem solving and conflict resolution – be able to turn challenges into opportunities by thinking and acting quickly to resolve issues before they impact a member’s experience
- Adaptability: be flexible to handle unpredictable shifts in processers, resource changes, last minute VIP guest arrivals, or sudden changes in event plans.
- Relatability – the capacity to connect with diverse stakeholders across all backgrounds
- Situational Awareness – constantly monitoring the environment to identify members who need support or help
- Curiosity- the ability to seek out and transform standard transactions into personalised stories and memorable experiences
- Time Management – the ability to efficiently meet stringent deadlines while maintaining a relaxed and unhurried demeanor for guests.
- Digital Fluency – must be proficient in new age technology and systems
We’d like you to have…
- Analytical and future proof thinker with the ability to translate goals into actionable plans.
- Results-driven and committed to continuous improvement.
- Have a natural ability to coach individuals and teams to achieve the desired outputs.
- Ability to collaborate and communicate effectively across different departments.
- Detail-oriented and dedicated to maintaining high-quality standards.
- Computer Literacy (Excel, PowerPoint, Word at intermediate to advanced level.
We’d love you to have…
- Good knowledge of relevant computer programs (e.g., CRM software) and telephone systems.
- Patient and diplomatic when providing feedback.
- The ability to be agile.
- The ability to be collaborative.
- High Interpersonal skills (EQ)
go to method of application »
Job Description
Your Purpose...
Is to “change people’s lives for the better through wellness”;
- We deliver social wellness experiences that enable people to meet their personal wellness goals, through holistic physical, mental nutritional and social wellbeing.
- The Website Product Owner is responsible for maximising Virgin Active South Africa's website as a high-performing digital sales channel.
- This role owns the optimisation of the website experience to increase lead generation and improve conversion into new Virgin Active members. Acting as the bridge between Growth Marketing and Technology, the Website Product Owner translates commercial objectives into a prioritised digital roadmap that continuously improves website performance through experimentation, data and customer insight.
- This is a growth-focused role. Every website enhancement should contribute towards improving discoverability, acquiring more qualified leads, increasing conversion rates, reducing acquisition costs and delivering a seamless online experience.
Your Duties and Responsibilities...
Website growth strategy
- Align website priorities with Growth Marketing objectives and commercial targets.
- Own the product enhancement roadmap for the Virgin Active website.
- Identify opportunities to increase lead generation, online sales and member acquisition.
- Champion a culture of continuous experimentation and optimisation.
Conversion rate optimisation (CRO)
- Reduce friction throughout the online joining experience.
- Improve page layouts, navigation, content hierarchy and mobile usability.
- Work with UX/UI designers to create intuitive, high-converting user experiences.
- Optimise landing pages, enquiry forms, membership journeys and calls-to-action.
- Continuously improve the website's ability to convert visitors into qualified leads.
- Design, prioritise and manage A/B testing programmes.
Lead funnel optimisation
- Map and optimise every stage of the conversion funnel.
- Own the end-to-end digital customer journey from first visit through to lead submission.
- Ensure website experiences support different acquisition campaigns and audience segments
- Partner with Sales and CRM teams to improve lead quality and speed of lead handover.
Product backlog management
- Own and prioritise the website product backlog.
- Translate marketing initiatives into clearly defined user stories and technical requirements.
- Prioritise development work according to commercial impact and ROI.
- Balance new feature development, optimisation work, technical debt and bug fixes.
- Ensure development resources are focused on the highest-value initiatives.
Cross-functional collaboration
- Partner closely with:
- Growth Marketing Manager
- Brand Manager
- Social Media & Content Manager
- CRM team
- Sales team
- Customers services
- IT to ensure the website supports Virgin Active's acquisition strategy.
- Act as the single point of accountability for website priorities across these teams.
Website performance & analytics
- Monitor website performance using tools such as:
- Google Analytics 4
- Google Tag Manager
- Looker Studio
- Hotjar / Microsoft Clarity
- Google Search Console
- Analyse user behaviour and identify opportunities to improve:
- Conversion rates
- Landing page performance
- User engagement
- Form completion
- Mobile performance
- Website speed
- Translate insights into measurable optimisation initiatives.
SEO & website experience
- Partner with SEO specialists to:
- Improve organic visibility.
- Ensure pages are discoverable and indexable.
- Ensure website architecture supports search performance.
- Optimise technical SEO.
- Improve Core Web Vitals.
Personalisation & testing
- Identify opportunities to personalise website experiences based on:
- Traffic source
- Campaign
- Geography
- Behaviour
- Audience segment
- Develop hypotheses and validate them through structured experimentation.
Digital governance
- Ensure website content remains accurate and current.
- Maintain website quality standards.
- Coordinate release schedules with developers.
- Conduct user acceptance testing before deployment.
- Monitor website stability and resolve issues quickly.
Innovation
- Stay current with emerging digital technologies, AI tools, CRO methodologies and customer experience trends that can improve acquisition performance.
- Continuously identify new opportunities to increase digital sales.
Our Minimum Requirements...
We can’t live without…
- 5+ years' experience as a Website Product Owner, Digital Product Owner, Product Manager or CRO Specialist.
- Proven experience growing lead generation through website optimisation.
- Strong understanding of digital marketing, paid media, SEO and conversion optimisation.
- Strong understanding of UX principles and customer journey optimisation.
- Highly analytical, with experience using GA4, Tag Manager, Looker Studio, Hotjar/Clarity and A/B testing platforms.
- Commercially minded with a strong focus on measurable business outcomes.
- Excellent stakeholder management and communication skills.
- Passion for experimentation, continuous improvement and digital growth.
Core Interpersonal Skills:
- Emotional Intelligence- proven ability to anticipate the needs of others before they are voiced
- Active Listening- Able to genuinely hear concerns with the ability to defuse tense situations and ensuring members and staff feel heard and valued
- Cultural Awareness and Fluency- understand international norms, etiquette and diverse backgrounds to provide a welcoming environment for our international and VIP members
- Empathy – be able to understand, or and be aware of, someone else’s feelings especially during stressful situations, such as travel delays or billing disputes
Operational & leadership Skills Required:
- Attention to Detail, noticing the small things
- Resilience and Composure, be able to remain calm and optimistic under extreme pressure, during peak or periods or system failures
- Problem solving and conflict resolution – be able to turn challenges into opportunities by thinking and acting quickly to resolve issues before they impact a member’s experience
- Adaptability: be flexible to handle unpredictable shifts in processers, resource changes, last minute VIP guest arrivals, or sudden changes in event plans.
- Relatability – the capacity to connect with diverse stakeholders across all backgrounds
- Situational Awareness – constantly monitoring the environment to identify members who need support or help
- Curiosity- the ability to seek out and transform standard transactions into personalised stories and memorable experiences
- Time Management – the ability to efficiently meet stringent deadlines while maintaining a relaxed and unhurried demeanor for guests.
- Digital Fluency – must be proficient in new age technology and systems
go to method of application »
Job Description
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
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...
- 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)
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Job Description
Your Purpose...
- To change peoples, lives for the better through wellness, through 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 desire to make a positive difference every day
- The Club Experience Manager is a dynamic and customer experienced focused person who will be responsible for ensuring an exceptional experience at Virgin Active. The role involves leading customer experiences, executing strategies that will enhance members 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.
- Analysing member feedback and ensuring corrective action plans are put in place to enhance member experience
- Address member feedback proactively to continuously improve service delivery, actively managing complaints and resolutions times in 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, and ensure that queries and complaints are dealt with effectively and timeously, 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 whilst 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.
- Onboarding and retention of 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 with the health and fitness industry or 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
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...
- 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)
Method of Application
Use the link(s) below to apply on company website.
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