Experience Manager

Description:

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...

To lead net membership growth and deliver exceptional “Unreasonable Hospitality” experiences through the Experience Consultant team for both our prospective and existing members whilst engaging with the Virgin Active brand, with the purpose of achieving the business growth objectives. The role will be key to deliver a seamless and integrated experience, guiding the entire member journey effortlessly, to truly deliver a holistic wellness experience for our members.

Your Duties and Responsibilities...

• Delivery of a consistently high Net Promoter Score (NPS)/ Member satisfaction rating (CSAT)
• Reduce complaint volumes and improve resolution turnaround times
• Positive member feedback trends reflected in surveys and feedback platforms
• Improved facility usage and retention through enhanced service delivery

Net Membership Growth

• Achieve and exceed monthly and quarterly net membership growth targets for the club
• Actively improve member retention percentage year on year
• Achieve and exceed member acquisition through campaigns, referrals and partnerships
• Contribution in new member acquisition through upselling and cross-selling of products and services to drive holistic wellness growth and retention of members

Community and Wellness Engagement

• Successful execution of wellness events, programs and social initiatives with measurable member participation
• Increased engagement levels within member community (attendance at events, participation in challenges, community platforms)
• Partnerships established with local wellness, corporate and community organizations driving additional member value and leads

• Drive high performance experience culture among the experience teams to achieve set KPI’s
• Ensure the improvement of employee engagement within the experience team
• Reduce staff attrition, through effective onboarding, coaching and people retention strategies
• Measurable improvements in service and sales through on the job training interventions
• Perform Manager on Duty Responsibilities in club, ensuring opening and closing functions are managed and executed

Marketing and Brand Activation

• Effective execution of marketing campaigns driving in club traffic and lead generation
• Enhanced digital and social media engagement metrics at club level
• Measurable contributions to brand visibility through events, partnerships and community presence

• Accurate, timely reporting on sales, member satisfaction and retention metrics
• Consistent use of data and analytics to refine sales strategies and member experience

We can’t live without… (Minimum Requirements)

• Matric/Grade 12 qualification
• Relevant tertiary qualification would be advantageous
• Minimum 2-4 years’ management experience in Health and fitness, wellness or a customer focused industry which includes sales management (leading a sales team)
• Proven successful experience in achieving net member growth targets
• Demonstrated success in managing member experiences, activations and events
• Proven ability to lead, manage and develop teams to achieve business outcomes
• Strong sales and negotiation skills with the ability to close deals under pressure
• Financial acumen: highly numerate with proven knowledge of budgeting, P&L, and financial reporting
• Excellent analytical, organizational and problem-solving skills
• Strong communication and customer service skills with a passion for delivering exceptional member experience
• Proven experience using digital engagement platforms for sales, marketing or member engagement.

We’d like you to have… (Attributes)

• 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
• Trustworthiness (must always act in doing the right thing)
• A drive to create memorable experiences 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)

• Wellness knowledge, to engage and inspire others to take a holistic approach to wellness
• The ability to be agile
• The ability to be collaborative
• High Interpersonal skills (EQ)

Requirements:

• Delivery of a consistently high Net Promoter Score (NPS)/ Member satisfaction rating (CSAT)
• Reduce complaint volumes and improve resolution turnaround times
• Positive member feedback trends reflected in surveys and feedback platforms
• Improved facility usage and retention through enhanced service delivery

• Achieve and exceed monthly and quarterly net membership growth targets for the club
• Actively improve member retention percentage year on year
• Achieve and exceed member acquisition through campaigns, referrals and partnerships
• Contribution in new member acquisition through upselling and cross-selling of products and services to drive holistic wellness growth and retention of members

• Successful execution of wellness events, programs and social initiatives with measurable member participation
• Increased engagement levels within member community (attendance at events, participation in challenges, community platforms)
• Partnerships established with local wellness, corporate and community organizations driving additional member value and leads

• Drive high performance experience culture among the experience teams to achieve set KPI’s
• Ensure the improvement of employee engagement within the experience team
• Reduce staff attrition, through effective onboarding, coaching and people retention strategies
• Measurable improvements in service and sales through on the job training interventions
• Perform Manager on Duty Responsibilities in club, ensuring opening and closing functions are managed and executed

• Effective execution of marketing campaigns driving in club traffic and lead generation
• Enhanced digital and social media engagement metrics at club level
• Measurable contributions to brand visibility through events, partnerships and community presence

• Accurate, timely reporting on sales, member satisfaction and retention metrics
• Consistent use of data and analytics to refine sales strategies and member experience

• Matric/Grade 12 qualification
• Relevant tertiary qualification would be advantageous
• Minimum 2-4 years’ management experience in Health and fitness, wellness or a customer focused industry which includes sales management (leading a sales team)
• Proven successful experience in achieving net member growth targets
• Demonstrated success in managing member experiences, activations and events
• Proven ability to lead, manage and develop teams to achieve business outcomes
• Strong sales and negotiation skills with the ability to close deals under pressure
• Financial acumen: highly numerate with proven knowledge of budgeting, P&L, and financial reporting
• Excellent analytical, organizational and problem-solving skills
• Strong communication and customer service skills with a passion for delivering exceptional member experience
• Proven experience using digital engagement platforms for sales, marketing or member engagement.

• 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
• Trustworthiness (must always act in doing the right thing)
• A drive to create memorable experiences for our members.
• The ability to make decisions and take ownership and responsibility for the decision.
• Action orientation

• Wellness knowledge, to engage and inspire others to take a holistic approach to wellness
• The ability to be agile
• The ability to be collaborative
• High Interpersonal skills (EQ)