Experience Consultant

Our purpose is…

To change people's lives for the better through wellness. We are passionate about supporting people to lead healthy fulfilled lives by providing a space where they can focus on their physical, mental and social well-being.
Our mission is to create an environment where wellness works for everyone. At Virgin Active wellness is not just about fitness- it's about creating real experiences that support members in their holistic health journey.
We provide a luxury wellness environment that fosters personal growth, community, and transformation. Our approach is accessible, inclusive, and built on the foundation of social wellness. We operate as a full-time onsite function - because we believe the best ideas come to life when we're collaborating in person, sharing thoughts, and building together.

Our wellness offering is built on core pillars which define who we are and how we deliver on our promise:

1. Refreshing Real Experiences: Authentic, engaging experiences that inspire lasting wellness.
2. Holistic Wellness: A comprehensive approach integrating fitness, mental health, nutrition, and recovery.
3. Curated Guidance and Progress: Personalized coaching and programs to support sustainable progress.
4. Communities Without Conformity: Diverse, welcoming environments where everyone feels empowered

Your Purpose...
The role of the Experience Consultant is to ensure we deliver on the business expectation of Unreasonable Hospitality. The role will be key to deliver on a seamless and integrated experience for every member from guiding the member effortlessly from initial engagement through onboarding and beyond, delivering a truly holistic wellness experience.

Your Duties and Responsibilities...

Member Experience

• Be the primary point of engagement for members, elevating their member experience at every Addressing member queries and uphold exceptional standards of administration and support.
• Create a welcoming and inclusive environment for all our members, making them feel that they belong, whilst building a community among our members
• Be available to engage and connect with members across the club, from point of entry to the club all the way to assisting our members with new member visits
• Ensure accurate processing of membership details, adhering to policy and data protection regulations
• Be proactive and seek opportunities to implement processes to enhance the membership journey ensuring efficiency across all interactions.
• Take initiative and demonstrate ownership in every situation, recognizing the impact of customer satisfaction on club success.
• Provide advice on all exercise activities to maximize member engagement.

Membership Sales and Retention

• Be accountable for achieving individual and team monthly membership sales, retention, and growth targets.
• Drive the club's success by consistently meeting net growth, revenue, and sales objective.
• Deliver on all activity targets to support sustainable membership expansion.
• Customize membership solutions to fit individual needs and actively grow corporate memberships within the local community.
• Generate new member sales through creative promotional campaigns, both inside and outside the club, while collaborating effectively with other departments.
• Drive net membership growth using the marketing tools available
• Achieve stipulated KPIs by embedding sales processes across the club and working closely with product teams to enhance the prospect-to-member journey.
• Implement daily required activity based on conversions.
• Drive new leads.
• Book appointments for prospective members.
• Conduct club tours.
• Facilitate a seamless onboarding process within the first 90 days of a member joining.

Ancillary Sales

• Deliver expert guidance on Virgin Active products, ensuring members maximize their wellness experience.
• Keep updated on product offerings, trends, and innovations, actively supporting company initiatives and driving continuous improvement.
• Promote Personal Training and all other ancillary products by effectively communicating its benefits, encouraging trial, and fostering uptake among new members.
• Advise additional products and services to support the member experience and goals.
• Assist with bookings of PT packs and other ancillary packs.

Additional Duties

• Complete all administrative processes and procedures as required from the company timeously
• Recognize the significance of member retention and your role in nurturing relationships with new members.
• Support the smooth operation of your club and consistently provide exceptional member experiences consistently.
• Remain flexible and willing to undertake additional tasks to maintain brand standards and ensure smooth club operations.
• Uphold punctuality, reliability, and commitment to your role.
• Manage your time effectively to maintain staffing levels, including weekend and late hour shifts as needed to meet performance targets.
• Fulfil the duties of the "Manager on Duty" Shift as required.
• Create an inclusive, welcoming and engaging environment for all team members.

• Grade 12 Senior Certificate or NQF level 4 equivalent
• Minimum of 2 years' proven sales experience with a successful track record
• At least 1 year experience in a face-to-face customer service/hospitality role
• Strong communication, interpersonal and presentation skills
• Must have a natural orientation to deliver exceptional member experiences to prospective and existing members.
• Proven ability to meet targets, analyze data and work with budgets
• Experience in running marketing promotions
• Must be comfortable working with digital platforms
• Sound knowledge of Virgin Active exercise experiences
• Comprehensive understanding of the customer journey and how to deliver an exceptional customer experience
• Passionate about people, service and exercise
• Professional, confident and aligned with Virgin Active

• 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 peoples' lives.
• A Growth mindset
• The ability to work independently 
• Must be respectful and have a good level of empathy for others
• A drive to create memorable moments for our members.
• The ability to make decisions and take ownership and responsibility for the decision.
• Action orientation

We'd love you to have... (additional skills)

• Relevant tertiary qualification in Sales, Marketing or related field
• Knowledge of industry trends, fitness and exercise experiences
• The ability to be agile
• The ability to be collaborative
• High Interpersonal skills (EQ)