Job Description<\/p>\n
Your Purpose…<\/p>\n
\tTo 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
\n\tTo 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
\n\tThe 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.<\/p>\n
Your Duties and Responsibilities…<\/p>\n
Member Experience Management:<\/p>\n
\tMonitor and enhance all aspects of the member experience, ensuring they meet established business standards.
\n\tAnalysing member feedback and ensuring corrective action plans are put in place to enhance member experience
\n\tAddress member feedback proactively to continuously improve service delivery, actively managing complaints and resolutions times in club.
\n\tManage access and usage of the facilities in all areas<\/p>\n
Support and Interaction with Members:<\/p>\n
\tBe 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”
\n\tFacilitate effective communication channels for member inquiries and concerns.
\n\tEnsure collaboration across all functions within the club and regional support teams to ensure effective resolution of delivery of club experience expectations.<\/p>\n
Execution of Wellness Vision:<\/p>\n
\tImplement the established wellness philosophy and ensure all member experiences reflect this vision.
\n\tCommunicate the importance of wellness to both staff and members, promoting a culture of health and vitality.<\/p>\n
Enhancement of Physical Spaces:<\/p>\n
\tOversee the maintenance and presentation of physical spaces and facilities, ensuring they are welcoming and conducive to wellness activities.
\n\tCollaborate with facilities management to address any issues affecting member experience.<\/p>\n
Social Wellness Program Implementation:<\/p>\n
\tExecute wellness programs, events, and initiatives that engage members and promote healthy lifestyles whilst ensuring this drives member retention.
\n\tCollaborate with facilities management to address any issues affecting member experience.<\/p>\n
Community Engagement:<\/p>\n
\tEncourage social interaction among members to build a strong community within the club.
\n\tIdentify opportunities for partnerships with local wellness organizations to enhance member offerings.<\/p>\n
Performance Monitoring:<\/p>\n
\tMonitor Service delivery through setting performance standards.
\n\tTrack member satisfaction and engagement metrics, using data to inform continuous improvement efforts.
\n\tReport regularly on the success of implemented initiatives to leadership.<\/p>\n
People Management:<\/p>\n
\tRecruit, develop and foster a culture of community and service by ensuring everyone has exceptional service and hosting skills.
\n\tOnboarding and retention of people.
\n\tCreate an engaging and inspiring environment by living our People Promise (Be Yourself, Go Together, Work Hard, & Dream Big) as a leader.<\/p>\n
Our Minimum Requirements…<\/p>\n
We can’t live without…<\/p>\n
\tMatricgrade 12 qualification
\n\tQualification in sports management, health and wellness, business administration or related field advantageous
\n\tMinimum of 2-4 years in a management role with the health and fitness industry or customer focused environment
\n\tProven experience in digital engagement platforms
\n\tProven experience in managing member experiences, activations and events
\n\tBackground in wellness programs, community engagement or similar initiatives
\n\tVASA Product Academy or Product Qualification
\n\tProactive Solution orientation
\n\tTrain the Trainer VASA<\/p>\n
We\u2019d like you to have…\u00a0<\/p>\n
\tAdaptability (must be able to adapt to a fast paced, changing environment)
\n\tBe curious (must be willing to succeed, seek opportunities to learn and grow)
\n\tHave a winning mentality (must be willing to go over and above to achieve success)
\n\tMust be motivated to achieve success.
\n\tA commitment to making a difference in people\u2019s lives.
\n\tA Growth mindset
\n\tThe ability to work independently.
\n\tTrustworthiness (must always act in doing the right thing)
\n\tA drive to create moments of magic for our members.
\n\tThe ability to make decisions and take ownership and responsibility for the decision.
\n\tAction orientation<\/p>\n
We’d love you to have…<\/p>\n
\tWellness knowledge, beyond the health club
\n\tThe ability to make quick and bold decisions.
\n\tThe ability to be agile.
\n\tThe ability to be collaborative.
\n\tHigh Interpersonal skills (EQ)<\/p>\n
Apply via company website ( ) or<\/p>\n
virginactiveclubscoastal.simplify.hr<\/p>\n
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