Club Experience Manager Virgin Active Lorraine

Job Facts

Minimum Requirements

• To drive a social wellness club by having a natural service orientation with a deep passion for wellness and desire to make a positive difference every day
• Address member feedback proactively to continuously improve service delivery, actively managing complaints and resolutions times in club.
• Manage access and usage of the facilities in all areas
• Be the custodian of escalated member queries and complaints, and ensure that queries and complaints are dealt with effectively and timeously, keeping in mind Our Promise pillar of "own every interaction"
• Facilitate effective communication channels for member inquiries and concerns.
• Communicate the importance of wellness to both staff and members, promoting a culture of health and vitality.
• Oversee the maintenance and presentation of physical spaces and facilities, ensuring they are welcoming and conducive to wellness activities.
• Execute wellness programs, events, and initiatives that engage members and promote healthy lifestyles whilst ensuring this drives member retention.
• Encourage social interaction among members to build a strong community within the club.
• Identify opportunities for partnerships with local wellness organizations to enhance member offerings.
• Monitor Service delivery through setting performance standards.
• Track member satisfaction and engagement metrics, using data to inform continuous improvement efforts.
• Report regularly on the success of implemented initiatives to leadership.
• Onboarding and retention of people.
• Create an engaging and inspiring environment by living our People Promise (Be Yourself, Go Together, Work Hard, & Dream Big) as a leader.
• 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
• Background in wellness programs, community engagement or similar initiatives
• VASA Product Academy or Product Qualification
• Proactive Solution orientation
• Train the Trainer VASA
• 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
• Wellness knowledge, beyond the health club
• The ability to make quick and bold decisions.
• The ability to be agile.
• The ability to be collaborative.
• We’d like you to have...
• Manager is a dynamic and customer
• d focused person who will be responsible for ensuring an exceptional
• at Virgin Active. The role involves leading customer
• s, executing strategies that will enhance members satisfaction, and leading a team dedicated to providing outstanding service.
• Monitor and enhance all aspects of the member
• ensuring they meet established business standards.
• Analysing member feedback and ensuring corrective action plans are put in place to enhance member
• Support and Interaction with Members:
• Ensure collaboration across all functions within the club and regional support teams to ensure effective resolution of delivery of club
• expectations.
• Execution of Wellness Vision:
• Implement the established wellness philosophy and ensure all member
• s reflect this vision.
• Enhancement of Physical Spaces:
• Collaborate with facilities management to address any issues affecting member
• Social Wellness Program Implementation:
• Community Engagement:
• Performance Monitoring:
• People Management:
• Recruit, develop and foster a culture of community and service by ensuring everyone has exceptional service and hosting
• in digital engagement platforms
• in managing member
• s, activations and events
• We'd love you to have...
• High Interpersonal

Responsibilities

• To change peoples, lives for the better through wellness, through delivering on OUR PROMISE, which is to welcome and know our members. Be the host whilst owning every interaction and make the member