Customer Experience Manager

2 days ago

George, Western Cape, South Africa Virgin Active Full time R480 000 - R720 000 per year

Your Purpose...

  • To inspire people to live active lives
  • To drive our purpose by providing exceptional experiences for our members.
  • To provide exceptional in club experiences by using the available tools, digital resources and platforms across the services of digital/ reception/ floor / pool / our studios and our extended leisure areas.

Your Duties and Responsibilities...

  • To deliver the digital strategy, includes App and rewards programme.
  • Provide support to members on issues relating to our social media platforms
  • Assist and train our staff and members on new technology / platform roll outs
  • Assist with GEX queries / timetables and on line bookings and cancellations
  • Assist members with the PT platforms
  • Assist and teach both members and staff how our digital platforms work
  • Be a liaison between the business and members and staff in the club.
  • To engage members , attract and retain, through various appropriate company platforms
  • To connect and engage with members daily
  • Promote , offer assistance and communicate all product launches to members and staff
  • Drive member / staff engagement on our social media platforms , grow member followings and engage staff on Tribe
  • HOST , ensure hosts available when you are not,
  • and Be a member retention agent
  • Pro actively manage and track member experiences in club
  • Pro actively create and/ or implement retention strategies in club to enhance member experiences
  • Create member communities
  • Offer alternative options to cancellations
  • Track and manage queries/challenges within reasonable time frame
  • Improve service performance
  • New staff inductions
  • Train and develop staff / tenants on all new launches and technology
  • Service training for all staff
  • Track and manage staff on Product Academy
  • Manage club v
  • Engage club v members with a monthly activity calendar
  • Ensure full Mtwana box compliance
  • Manage and ensure full compliance with all children safety systems and training
  • Rostering to improve member engagement and align to BCEA
  • Comply and manage all H&S and brand standard protocols as required in department.

Our Minimum Requirements...

We can't live without…

  • Matric
  • VASA app knowledge
  • VASA Product Academy or Product Qualification
  • Pro active Solution orientation
  • Train the Trainer VASA

We'd like you to have...

  • Adaptability (must be able to adapt to a fast paced, changing environment)
  • Be curious (must be willing to succeed, seek opportunities to learn and grow)
  • Have a winning mentality (must be willing to go over and above to achieve success)
  • Must be motivated to achieve success.
  • A commitment to making a difference in people's lives.
  • A Growth mindset
  • The ability to work independently.
  • Trustworthiness (must always act in doing the right thing)
  • A drive to create moments of magic for our members.
  • The ability to make decisions and take ownership and responsibility for the decision.
  • Action orientation

We'd love you to have…

  • Customer Relationship Experience
  • Energy, be resourceful and structured
  • Exceptional conflict resolution skills
  • Adaptable
  • Able to connect to build positive relationships
  • Leadership skills to inspire a team
  • Wellness knowledge, beyond the health club
  • The ability to make quick and bold decisions.
  • The ability to be agile.
  • The ability to be collaborative.
  • High Interpersonal skills (EQ)

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