Jobs Opening at Virgin Active South Africa

Your Purpose....

• 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 through the application of our brilliant basics.

Your Duties and 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.
• Our Customer Service Agent role is to provide effective customer service to all internal and external customers telephonically or via written correspondence.
• Captures all data relevant to the call or service intervention efficiently and accurately.
• Adheres to all business Policies, Procedures and Processes
• Resolves all customer queries within the agreed SLA for the department.
• Liaise and coordinate with internal and external stakeholders.
• To offer a solution-based approach to all customer interactions tailored to the needs of the individual member.
• To respond to all members in the Virgin Way, always providing heartfelt service and seeking opportunities to delightfully surprise our members.
• Ensures follow-up action is completed when necessary and provides feedback to the member, ensuring the full query is resolved.
• Always communicate in a professional manner to ensure you achieve the best outcome for the business and members.
• Working cross functionally with other department leaders to ensure that the objectives of the business are being met and outcomes are being delivered.
• Dealing with member queries and complaints on all levels in a competent, efficient, and professional way, in accordance with the quality and performance standard.
• All dealings with members must be in alignment with the company culture and values.

What we need from you (our minimum requirements) …

We can’t live without.

• Matric qualification or equivalent qualification
• Up to 3 years’ experience within a contact centre in an agent or similar role
• Must be able to converse, read and understand English.
• Excellent communication and interpersonal skills
• Must be resilient to handle customer rejection.
• An ability to multitask, must be able to switch between multiple systems while helping customers and switch channels frequently – from the phone to email

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Your Purpose...

• The Head of Commercial Product is responsible for leading the wellness and product ancillary revenue objectives. This includes managing personal training and healthcare professional services, as well as the family services (including the swim programs). They also oversee club member fitness service initiatives, such as member induction, and ensure that PT, family, and fitness performance aligns with the overall commercial objectives. Additionally, they oversee the scaling of all other product ancillary initiatives provided by VASA into the future.

Your Duties and Responsibilities...

• Revenue Growth: The Head of Commercial Product will be responsible for growing the company’s earnings by introducing innovative commercial fitness & wellness programs and projects. This involves expanding the commercial proposition to include products like subscription revenue share models and online Personal Training services. Additionally, they will deepen VASA engagement with healthcare professionals and biokineticists. The role will also create new dietetic and nutrition coaching services and further enhance our commercial offerings in the Family and swim spaces.
• Member Satisfaction: Ensuring members are satisfied with the Commercial Product services, including seamless digital integrations that lead the way from a commercial fitness perspective, is crucial. We aim to ensure timely integration into the broader digital service strategies. Key components include building customer loyalty, maintaining quality standards, and developing fitness leads for VASA through digital app projects and rollouts.
• People Productivity: The management of the broader commercial teams ensures efficient and effective delivery of commercial fitness goals through continuous professional development and expert career growth. This involves robust people plans, ensuring consistent onboarding and ongoing skills development for all experts and staff associated with commercial product.
• Member Applications & Systems: Continual development and refinement of the systems and applications used to support commercial revenue goals, thereby enabling all parties to engage more effectively through technology.
• Strategic Commercial Partnerships: Manage ongoing partnerships with strategic partners such as Discovery and Momentum Life to enhance member value and acquire new members. This involves driving activity and success on various projects and events while collaborating with the Head of Partnerships to align partnership initiatives with the commercial fitness propositions. Additionally, manage the Experts and commercial uniform partnerships, ensuring SLA standards are adhered to.
• Growing Market Share & Awareness: Work to enhance the value proposition of our experts and commercial services by expanding the teams knowledge and skills in developing and executing all commercial products new and old. Additionally, focus on market expansion through strategic campaigns and partnerships.
• The Head of Commercial Product should possess a profound understanding of the Wellness industry and all integrated product functions. They will oversee collaborations and working streams with Kauai on nutrition programs and develop additional wellness projects centred around sleep, mental health, and social well-being. Additionally, they must demonstrate strong leadership abilities to effectively manage and motivate a team to achieve all associated commercial business objectives.

Our Minimum Requirements...

We can’t live without… (Minimum Requirements)

• A higher degree in fitness, business, operations management, or a related field
• + 5 - 8 years of Senior Management experience
• Exceptional commercial & business acumen within the field of Social Wellness
• Business development, planning and project management skills, and experience in driving innovative commercial opportunities.
• Strong stakeholder communications skills
• Experience in managing and executing digital integrations and online service expansions.

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Your Purpose...

• Lead an Area within a Virgin Active Region to agreed performance through the Virgin culture. Drive commercial performance as required within the region. Lead our people through our core business values driving high levels of people engagement and development.

Your Duties and Responsibilities...

• Completing full Club visits across a dedicated group of Clubs within a Region every 60 days.
• Improve the KPI performance of the Clubs in the Area by managing the inputs as set out in the Club visit document.
• Manage all aspects of the financial performance of Clubs within the Area
• Manage operational excellence across all Clubs in the Area. Brand Standards, member experience, safety compliance according to the agreed Virgin Active benchmarks.
• Support the execution of Exercise strategy and capex deployment across the Area.
• Drive high levels of people engagement.
• Develop our core support teams within the clubs.
• Accountable for recruitment, succession, and development of the CGM’s
• Ensure successful pipeline development for our HOD’s

Our Minimum Requirements...

We can’t live without… (Minimum Requirements)

• Matric qualification
• Relevant tertiary qualification advantageous
• Min 5 years as a Club General Manager
• Minimum of 3 years’ experience in managing multi-site facilities up to 6-8 clubs or similar
• Proven successful commercial performance management.
• Proven performance and KPI track record
• Proven staff development track record
• High staff engagement scores in similar roles
• Effective leadership capability

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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 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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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

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
• Administer First Aid (valid First Aid Level 1 certificate)
• Excellent relationship-building skills
• Problem-solving skills
• Good communication skills
• Ability to resolve conflict

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Your Purpose...

• Managing the preventative maintenance and state of repair to equipment and facilities
• Managing action plans/projects to the required standard.
• Managing maintenance plans & suppliers to within budget.
• Managing the maintenance team to achieve desired results

Your Duties and Responsibilities...

MANAGING THE PREVENTATIVE MAINTENANCE AND STATE OF REPAIR TO EQUIPMENT AND FACILITIES

Maintain and repair plant

• Follow preventative schedule for HVAC
• Communicate faults and action plans to CGM/Ops and Regional MM
• Use maintenance log in system on intranet for faults
• Adhere to downtime as stipulated on intranet
• Be hands on and repair faults where possible

Maintain and repair premises

• Liaise with landlord/contractors on issues/repairs
• Be hands on and repair and maintain where possible according to brand standards.

Maintain and repair gym equipment

• Complete and fax/email downtime reports to relevant contractors.
• Ensure completion of preventative maintenance as per contractor stipulations
• Maintain a history of equipment maintenance and preventative schedules
• Be hands on, repair and maintain equipment according to brand standards

Inspect club to establish daily maintenance tasks

• Do visual inspection via walkabout.
• Check job book, MOD checklists and fitness checklists.
• Check pool and enter results on pool log.
• Action tasks as per brand standards RAP sheet.
• Follow up all maintenance related issues on the Hey Manager cards.
• Schedule tasks from preventative maintenance schedule.
• Liaise with CGM/Ops Manager on affects to operations in club.

Ensure pool maintenance completed.

• Ensure pool checked and pool key readings recorded according to operating standards.
• Ensure inspection of weirs conducted.
• Ensure pool dosed according to readings.
• Ensure backwashing falls within pressure parameters.
• Ensure pool internal and external maintained and repaired to brand standards.
• Ensure temperatures displayed.
• Liaise with Ops/CGM and RMM as required.
• Ensure dosing systems do not run dry

 Manage health & safety requirements in the club

• Manage your department to work within the health & safety requirements.
• Familiarise yourself with the OSH Act.

MANAGING ACTION PLANS/PROJECTS TO THE REQUIRED STANDARD

Assist in ensuring that brand standards are maintained

• Conduct regular brand standard checks.
• Assist in developing RAP.
• Assist GM/Ops to manage the RAP to conclusion.

Manage projects to conclusion

• Ensure compliance to job specs.
• Ensure work areas left in condition found.
• Manage contractor to adhere to health and safety standards.
• Liaise with relevant parties.
• Sign off contractors job card on completion if satisfactory and quality checked.
• Follow up on snag lists.
• Refer snags/issues to Regional Maintenance Manager.

MANAGING MAINTENANCE PLANS & SUPPLIERS TO WITHIN BUDGET

 Ensure maintenance of Club is within budget.

• Liaise with CGM on budget constraints/availability.
• Ensure all repairs/costs/quotes to within budget.

Control and maintain stock levels

• Ensure there is sufficient stock available at all times.
• Follow e-procurement system with the assistance from CGM/Ops using preferred suppliers and authorisation systems.
• Check quality and delivery of orders.
• Ensure stock control systems in place.

MANAGING THE MAINTENANCE TEAM TO ACHIEVE DESIRED RESULTS

Manage team to achieve scheduled tasks

• Priorities and set timelines for team with tasks.
• Adhere to quality control standards.
• Follow up and check completed tasks.
• Establish understanding of task and correct tool application.
• Distribute tasks equitably in team including tasks to yourself.

Manage staffing compliment

• Ensure staff adequately trained to deliver on functional/operational needs.
• Ensure communication on all company initiatives/launches.
• Manage shift rosters/leave cycles.
• Induct staff on operational needs
• Have a succession plan.

MISCELLANEOUS

• Be available for call outs/ telephonic assistance.