Member Experience Manager

2 weeks ago

Cape Town, Western Cape, South Africa Virgin Active (Pty), Ltd. Full time
Member Experience Manager - Wembley Square Virgin Active Listing reference: vaclb_001903

Listing status:
Online

Apply by: 3 June 2024

Position summary Job category:
Customer Service

Location:
Cape Town

Contract:
Permanent

Remuneration:
Market Related

EE position:
Yes

Introduction Your Purpose...

The Member Experience Manager is responsible for driving member engagement and managing the delivery of inspiring and relevant member experiences both in-club and online using the available tools and platforms.

This role is key in the retention and engagement with the club membership base.

Your Duties and Responsibilities...Delivering the Digital StrategyProvide support to members for social media platform and VA application related queriesKnow the features of the various digital channels, platforms and applications and how they workEducate members on digital platforms, apps and social media channelsAssist members in resolving their queries by using digital platformsBe the digital liaison between members and all club departments Train all staff on all digital platforms Identify specific training needsPlan and implement regular training sessionsProvide ongoing learning through coaching and feedbackTrain all staff and stakeholders on digital launches and initiatives Assist with the Group Exercise online booking system Monitor all timetable updates and ensure communication to affected parties Drive digital platform usage according to company goals Promote and increase member usage of the various digital channelsEnsure all digital platforms are reflecting the most up-to-date information (e.g., website, app, TV screens, timetables)Delivering Inspiring Member ExperiencesManage member experiences throughout the club and onlineManage Brand Standards in the Front of House area, including Kauai/NuMonitor and support Kauai/Nu service deliveryTrack member experiences using company feedback systems (e.g., NPS)Respond to all relevant member feedbackResolve all member experience queries and comments Implement improvements to the member experience Identify opportunities to reduce effortInitiate solutions to improve member experienceActively manage next issue avoidanceProvide ongoing relevant service experience training for all staff Promote and assist with all new launches, club events and initiatives Assist at new launches, in club events and business initiativesTrain Service Ambassadors and Club-V staff on launches and initiativesEngaging with Members throughout the Member JourneyManage access control into the facilityMonitor access reports to ensure compliance to all company standards and proceduresAct to rectify any non-compliance Interact with members continually Always be available and visibleCreate a feeling of belonging for all members Support Stop, Look, Listen Maintain an effective communication process for feedback between members, staff and the business Ensure that all departments are updated with feedback on members and facilitiesInitiate regular communication updates to members on club and business-related developments Resolve service issues according to company standards Receive, resolve and track all queries and complaints across all platforms (e.g.

, social media, in-club feedback, surveys and partner related such as Kauai/Nu)Communicate the resolution using the chosen medium or platformIdentify and proactively attend to "next issue avoidance"Effectively deal with different levels of conflict intensity and resolve it Retain members Create and implement club level retention strategies to deliver on company targetsPrevent cancellations by offering alternative options in line with the company framework of authority for club level useKnow the range and benefits of all online membership products and offer as an alternativeManaging Club-V in line with Company Requirements Manage the achievement of the monthly Club-V sales budget Compile an engaging monthly activity calendar Comply to all standards and procedures detailed in the Mtwana box

Implement all required standards and proceduresTrain Club-V staff on all standards and proceduresComply with all health and safety standards and policies related to Club V.Managing the People Journey Recruit according to the Virgin Active Values Onboard all Service Ambassadors and Club-V staff Initiate the new starter processContinuously track the progress of the new starter throughout the journey to completion, as detailed in the New Starter Guide Manage the performance of all Service Ambassadors and Club-V staff Complete weekly evaluations on each Service AmbassadorTake action to address any below standard behaviour Manage an effective FTE and rosters according to BCEA and member experience requirements We can't live without..

Grade 12 National Senior Certificate or NQF Level 4 equivalentProven experience within a similar role2-3 years' experience within a service role in a similar industrySuccessful completion of the Pro Active HOD programmeSuccessful completion of Train the Trainer courseComprehensive understanding of the customer journey and the desired customer experienceSound understanding of all digital channels and applicationsComprehensive understanding of conflict management We'd love you to have...

Embody and role model the Virgin Active valuesExcellent communication skills (written and verbal)Good Interpersonal skills (the ability to adapt and connect to build relationships)Embody and role model the Virgin Active valuesPositive work ethicHumilityEmpathyRespectSolution-orientedREGISTRATION SUPPORT Tel:


The Diversity & Inclusion

Our commitment to employment equity measures, Virgin Active will target suitably qualified candidates from previously disadvantaged groups as part of its recruitment process, with the exception where a particular role sought to be filled is already adequately represented by the afore-mentioned groups.

Vaccine statement
Our duty as an employer is to ensure the safety of our people.

Our business therefore supports the South African COVID-19 vaccination programme and we encourage all our people to protect not just themselves and their loved ones but also, colleagues, by getting vaccinated as required in terms of nation roll-out measures.

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