CEM
Virgin Active South Africa (Pty) Ltd
Overview
To change peoples' lives for the better through wellness, delivering on OUR PROMISE, which is to welcome and know our members. The Club Experience Manager is responsible for ensuring an exceptional experience at Virgin Active, leading customer experiences, executing strategies to enhance member satisfaction, and leading a team dedicated to providing outstanding service.
Requirements
- 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 with the health and fitness industry or 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
Responsibilities
- Monitor and enhance all aspects of the member experience
- Address member feedback proactively to improve service delivery
- Manage access and usage of the facilities
- Be the custodian of escalated member queries and complaints
- Facilitate effective communication channels for member inquiries
- Implement the established wellness philosophy
- Oversee the maintenance and presentation of physical spaces
- Execute wellness programs, events, and initiatives
- Encourage social interaction among members
- Monitor service delivery through setting performance standards
- Recruit, develop and foster a culture of community and service
How to apply
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