Club Experience Manager

Overview Your Purpose... To change peoples' lives for the better through wellness, by delivering on OUR PROMISE: to welcome and know our members. Be the host while owning every interaction and making the member experience memorable. To drive a social wellness club with a natural service orientation, a deep passion for wellness, and a desire to make a positive difference every day. The Club Experience Manager is a dynamic, customer-experience focused person responsible for ensuring an exceptional experience at Virgin Active. The role involves leading customer experiences, executing strategies to enhance member satisfaction, and leading a team dedicated to providing outstanding service. Responsibilities Member Experience Management: Monitor and enhance all aspects of the member experience to meet established business standards. Analyze member feedback and implement corrective action plans to improve the member experience. Address member feedback proactively, manage complaints and resolution times in the club. Manage access and usage of facilities in all areas. Support and Interaction with Members: Be the custodian of escalated member queries and complaints, ensuring they are dealt with effectively and promptly, in line with our Promise pillar of "own every interaction". Facilitate effective communication channels for member inquiries and concerns. Ensure collaboration across all club functions and regional support teams to resolve 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 staff and members, promoting a culture of health and vitality. Enhancement Of Physical Spaces: Oversee maintenance and presentation of physical spaces and facilities, ensuring they are welcoming and conducive to wellness activities. Collaborate with facilities management to address issues affecting member experience. Social Wellness Program Implementation: Execute wellness programs, events, and initiatives that engage members and promote healthy lifestyles while driving member retention. Collaborate with facilities management to address issues affecting member experience. Community Engagement: Encourage social interaction among members to build a strong club community and identify partnerships with local wellness organizations to enhance offerings. Performance Monitoring: Monitor service delivery by setting performance standards; track member satisfaction and engagement metrics; report on initiative success to leadership. People Management: Recruit, develop, and foster a culture of community and service; onboard and retain people; lead with our People Promise (Be Yourself, Go Together, Work Hard, & Dream Big). 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 within health and fitness or a 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 to a fast-paced, changing environment Be curious and willing to learn and grow A winning mentality and willingness to go over and above to achieve success Motivation to achieve success A commitment to making a difference in people’s lives A growth mindset Ability to work independently Trustworthiness and integrity A drive to create moments of magic for our members Ability to make decisions and take ownership Action orientation We\'d love you to have... Wellness knowledge beyond the health club Ability to make quick and bold decisions Ability to be agile and collaborative High interpersonal skills (EQ) #J-18808-Ljbffr