Club Experience Manager

Overview

Club Experience Manager at Virgin Active Durban, KwaZulu-Natal. Responsible for ensuring an exceptional member experience, leading customer experiences, executing strategies to enhance member satisfaction, and guiding a team dedicated to outstanding service.

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 the member experience.
• Address member feedback proactively to continuously improve service delivery; actively manage complaints and resolution times in club.
• Manage access and usage of facilities in all areas.
• Serve as the custodian of escalated member queries and complaints, ensuring timely and effective resolution in line with Our Promise pillar : own every interaction.
• Facilitate effective communication channels for member inquiries and concerns.
• Collaborate across all club functions and regional support teams to resolve delivery of club experience expectations.
• Implement the established wellness philosophy and ensure all member experiences reflect this vision.
• Promote a culture of health and vitality among staff and members.
• Oversee maintenance and presentation of physical spaces and facilities to be welcoming and conducive to wellness activities.
• Collaborate with facilities management to address issues affecting member experience.
• Execute wellness programs, events, and initiatives that engage members and promote healthy lifestyles while driving member retention.
• Encourage social interaction among members to build a strong club community and identify partnership opportunities with local wellness organizations.
• Monitor service delivery by setting performance standards and tracking member satisfaction and engagement metrics; report progress to leadership.
• Recruit, develop, and foster a culture of service; onboard and retain staff; lead by living the People Promise (Be Yourself, Go Together, Work Hard, Dream Big).

Minimum Requirements

Desirable Attributes

Nice-to-Haves

Seniority level

Employment type

Job function

Industries

Durban, KwaZulu-Natal, South Africa

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