Club Experience Director

1 week ago


Johannesburg, Gauteng, South Africa Virgin Active South Africa Full time
Job Title: Club Experience Director

We are seeking a dynamic and customer-focused individual to lead the member experience at our Virgin Active South Africa club in Johannesburg. As a Club Experience Director, you will be responsible for ensuring an exceptional experience for our members, executing strategies that enhance their satisfaction, and leading a team dedicated to providing outstanding service.

Key Responsibilities:

  • Monitor and enhance all aspects of the member experience, ensuring they meet established business standards.
  • Analyze member feedback and implement corrective action plans to improve member satisfaction.
  • Proactively address member concerns and resolve complaints in a timely manner.
  • Manage access and usage of facilities across the club.

Member Experience Management:

  • Foster a culture of community and service among staff members.
  • Develop and implement effective communication channels for member inquiries and concerns.
  • Collaborate with regional support teams to ensure effective resolution of delivery of club experience expectations.

Wellness Vision Execution:

  • Implement the established wellness philosophy and communicate its importance to staff and members.
  • Promote a culture of health and vitality within the club.

Physical Space Enhancement:

  • Oversee the maintenance and presentation of physical spaces and facilities, ensuring they are welcoming and conducive to wellness activities.
  • Collaborate with facilities management to address any issues affecting member experience.

Social Wellness Program Implementation:

  • Execute wellness programs, events, and initiatives that engage members and promote healthy lifestyles.
  • Identify opportunities for partnerships with local wellness organizations to enhance member offerings.

Community Engagement:

  • Encourage social interaction among members to build a strong community within the club.
  • Develop and implement initiatives to increase member retention.

Performance Monitoring:

  • Set performance standards for service delivery.
  • Track member satisfaction and engagement metrics.
  • Report regularly on the success of implemented initiatives to leadership.

Compensation Package:

We offer a competitive salary range of R250,000 - R350,000 per annum, commensurate with experience, plus benefits including medical aid, life insurance, and a generous annual leave package.



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