Member Experience Manager - Wembley Square Virgin Active Listing reference: vaclb_001903 Listing status: Online Apply by: 3 June 2024 Position summary Job category: Customer Service Location: Cape Town Contract: Permanent Remuneration: Market Related EE position: Yes Introduction Your Purpose... The Member Experience Manager is responsible for driving member engagement and managing the delivery of inspiring and relevant member experiences both in-club and online using the available tools and platforms. This role is key in the retention and engagement with the club membership base. Your Duties and Responsibilities... Delivering the Digital Strategy Provide support to members for social media platform and VA application related queries Know the features of the various digital channels, platforms and applications and how they work Educate members on digital platforms, apps and social media channels Assist members in resolving their queries by using digital platforms Be the digital liaison between members and all club departments Train all staff on all digital platforms Identify specific training needs Plan and implement regular training sessions Provide ongoing learning through coaching and feedback Train all staff and stakeholders on digital launches and initiatives Assist with the Group Exercise online booking system Monitor all timetable updates and ensure communication to affected parties Drive digital platform usage according to company goals Promote and increase member usage of the various digital channels Ensure all digital platforms are reflecting the most up-to-date information (e.g., website, app, TV screens, timetables) Delivering Inspiring Member Experiences Manage member experiences throughout the club and online Manage Brand Standards in the Front of House area, including Kauai/Nu Monitor and support Kauai/Nu service delivery Track member experiences using company feedback systems (e.g., NPS) Respond to all relevant member feedback Resolve all member experience queries and comments Implement improvements to the member experience Identify opportunities to reduce effort Initiate solutions to improve member experience Actively manage next issue avoidance Provide ongoing relevant service experience training for all staff Promote and assist with all new launches, club events and initiatives Assist at new launches, in club events and business initiatives Train Service Ambassadors and Club-V staff on launches and initiatives Engaging with Members throughout the Member Journey Manage access control into the facility Monitor access reports to ensure compliance to all company standards and procedures Act to rectify any non-compliance Interact with members continually Always be available and visible Create a feeling of belonging for all members Support Stop, Look, Listen Maintain an effective communication process for feedback between members, staff and the business Ensure that all departments are updated with feedback on members and facilities Initiate regular communication updates to members on club and business-related developments Resolve service issues according to company standards Receive, resolve and track all queries and complaints across all platforms (e.g., social media, in-club feedback, surveys and partner related such as Kauai/Nu) Communicate the resolution using the chosen medium or platform Identify and proactively attend to “next issue avoidance” Effectively deal with different levels of conflict intensity and resolve it Retain members Create and implement club level retention strategies to deliver on company targets Prevent cancellations by offering alternative options in line with the company framework of authority for club level use Know the range and benefits of all online membership products and offer as an alternative Managing Club-V in line with Company Requirements Manage the achievement of the monthly Club-V sales budget Compile an engaging monthly activity calendar Comply to all standards and procedures detailed in the Mtwana bo x Implement all required standards and procedures Train Club-V staff on all standards and procedures Comply with all health and safety standards and policies related to Club V. Managing the People Journey Recruit according to the Virgin Active Values Onboard all Service Ambassadors and Club-V staff Initiate the new starter process Continuously track the progress of the new starter throughout the journey to completion, as detailed in the New Starter Guide Manage the performance of all Service Ambassadors and Club-V staff Complete weekly evaluations on each Service Ambassador Take action to address any below standard behaviour Manage an effective FTE and rosters according to BCEA and member experience requirements We can't live without... Grade 12 National Senior Certificate or NQF Level 4 equivalent Proven experience within a similar role 2-3 years’ experience within a service role in a similar industry Successful completion of the Pro Active HOD programme Successful completion of Train the Trainer course Comprehensive understanding of the customer journey and the desired customer experience Sound understanding of all digital channels and applications Comprehensive understanding of conflict management We'd love you to have... Embody and role model the Virgin Active values Excellent communication skills (written and verbal) Good Interpersonal skills (the ability to adapt and connect to build relationships) Embody and role model the Virgin Active values Positive work ethic Humility Empathy Respect Solution-oriented REGISTRATION SUPPORT Tel: 010 140 3099 virginsupport@pnet.co.za The Diversity&Inclusion Our commitment to employment equity measures, Virgin Active will target suitably qualified candidates from previously disadvantaged groups as part of its recruitment process, with the exception where a particular role sought to be filled is already adequately represented by the afore-mentioned groups. Vaccine statement Our duty as an employer is to ensure the safety of our people. Our business therefore supports the South African COVID-19 vaccination programme and we encourage all our people to protect not just themselves and their loved ones but also, colleagues, by getting vaccinated as required in terms of nation roll-out measures. #J-18808-Ljbffr