Retention Consultant

3 weeks ago

Cape Town, South Africa Virgin Active South Africa Full time

Retention Consultant – Virgin Active South Africa At Virgin Active, our purpose is to change people’s lives for the better through wellness. As a Retention Consultant, you play a key role in supporting members on their holistic wellness journey by ensuring their access to our luxury wellness environments remains uninterrupted. Every interaction is an opportunity to inspire and empower members to take charge of their wellness journey while fostering a culture of trust, understanding, and transformation. A day in the life of a Retention Consultant Proactively handle cancellation requests via outbound/inbound calls and written correspondence. Engage with members to understand their concerns and offer tailored solutions that encourage continued membership. Apply strong objection‑handling and negotiation skills to maximize retention outcomes. Use structured call flows and in‑house methodology to identify member needs and match them with appropriate offerings. Deliver empathetic, professional service aligned with Virgin Active’s values: being inspiring, always improving, doing the right thing, and having fun. Adapt quickly to different campaigns, products, and retention strategies as required by the business. Maintain compliance with all regulatory, contractual, and quality standards. Accurately document all member interactions, offers, and outcomes in line with POPI and internal systems. Address member queries, feedback, and complaints promptly and professionally. Collaborate with other departments and leadership teams to support business goals and drive retention success. Support business targets by reducing churn and improving member loyalty. Prompt the business loyalty program. Experience & Background Proven experience in retentions, sales, or customer service within a contact centre environment. Ability to work across multiple campaigns, adapting quickly to changing business needs. Skills & Competencies Excellent persuasion, negotiation, and communication skills. High emotional intelligence with the ability to manage sensitive conversations effectively. Strong problem‑solving and decision‑making abilities. Resilience and adaptability in a fast‑paced, target‑driven environment. Commitment to member loyalty, with a focus on reducing churn and maximizing retention. Ability to maintain compliance with all regulatory, contractual, and quality standards. Skilled in accurate documentation of customer interactions and retention outcomes. Desired Attributes Customer‑centric focus. Empathy and the ability to build rapport. Quality focus in delivering results. Excellent influencing skills. Ability to manage objections and close calls. Ability to work independently. Good team player and respect for teammates. Good knowledge of relevant computer programs (e.g., CRM software) and telephone systems. Seniority level: Entry level Employment type: Full‑time Job function: Consulting, Information Technology, and Sales Industries: Wellness and Fitness Services #J-18808-Ljbffr

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