Member Experience Manager

Job title: Member Experience Manager

Department: Customer Service

Reports to: Club General Manager

Direct reports: Administrator, Receptionists, Experience Assistants

The job

1. Lead and manage the customer service team to deliver exceptional experiences at every touchpoint.
Oversee the customer service operations to ensure every member interaction, from initial inquiries to ongoing support, is positive, personalized, and aligned with Virgin Active’s service standards. This role is pivotal in fostering a welcoming, friendly, and responsive environment, ensuring that every member feels valued, understood, and supported in their wellness journey.

2. Develop and implement customer service strategies that enhance satisfaction, loyalty, and retention.
Create and execute strategies that deliver outstanding service, focusing on both proactive engagement (e.g., wellness check-ins, personalized service) and reactive support (e.g., handling inquiries and complaints). Ensure all team members are trained to deliver personalized, efficient, and empathetic service, reinforcing Virgin Active’s reputation for heartfelt service.

3. Utilize member feedback and data to continuously improve service quality and identify new opportunities.
Gather, analyze, and act on member feedback through surveys, reviews, and direct interactions to ensure service improvements are always in line with customer expectations. Leverage insights to identify gaps in service and opportunities to innovate, ensuring that Virgin Active is always responsive to member needs.

Key responsibilities

1. Manage and mentor the customer service team to ensure top-tier service delivery.
Provide ongoing training and coaching to the customer service team to ensure they are equipped with the knowledge and tools to deliver high-quality service. Set clear expectations and provide regular feedback to help the team meet and exceed performance standards.

2. Develop and monitor service quality standards and KPIs to drive continuous improvement.
Establish clear service metrics (response times, satisfaction scores, etc.) and regularly assess team performance against these standards. Identify opportunities for improvement and implement corrective actions where necessary.

3. Handle complex member inquiries and complaints with professionalism and empathy.
Serve as the point of escalation for any challenging or high-priority customer service issues. Resolve conflicts in a manner that is both empathetic and solution-oriented, turning potentially negative experiences into opportunities to build member loyalty.

4. Implement a member loyalty program and create initiatives to enhance member engagement.
Work with marketing to develop loyalty initiatives that reward long-term members and encourage deeper engagement with the brand. Design programs that make members feel special and appreciated, whether through personalized wellness journeys or exclusive events.

5. Create a culture of service excellence within the team.
Lead by example, promoting a positive, service-first culture that prioritizes the needs and wellness of members. Encourage the team to anticipate member needs, go above and beyond in delivering service, and actively seek out ways to make each member’s experience better.

6. Collaborate with cross-functional teams to ensure a seamless member experience across all touchpoints.
Work closely with the sales, fitness, and operations teams to ensure consistent communication and a unified approach to member service. Ensure that members’ journeys are smooth from the moment they inquire about membership to their ongoing experience at the club.

Key performance indicators

1. Member satisfaction: High member satisfaction scores and positive feedback (NPS, surveys, reviews) regarding customer service.

2. Response time and resolution efficiency: Quick and effective resolution of member inquiries, complaints, and requests.

3. Retention and loyalty metrics: Increase in member retention rates driven by exceptional service, and growth in member participation in loyalty programs or initiatives.

Expectations and Standards

As a Virgin Active team member, you are expected to:

1. Embody Virgin Values: Demonstrate our core values in all interactions with members, colleagues, and stakeholders. Lead by example and be a role model for the Virgin Active ethos.

2. Demonstrate the Skills Competencies: Consistently apply the key skills competencies outlined. These competencies are fundamental to your success and to delivering exceptional member experiences.

3. Safety First: Ensure that the safety and well-being of our members, guests, and team are always a top priority. Follow all health, safety, and wellness protocols, including emergency procedures, to create a safe and welcoming environment. Regularly assess and mitigate risks to maintain a secure environment for all.

4. Deliver Our Brand Standards: Uphold and deliver Virgin Active’s high brand standards in every aspect of your work. From member interactions to facility maintenance and service delivery, ensure that every experience reflects our commitment to luxury, excellence, and holistic wellness. Your role is key in maintaining our reputation as a premium wellness brand.

5. Collaborate Effectively: Work closely with your colleagues and other departments to ensure seamless operations and a positive experience for both members and staff. Foster a team-oriented environment where open communication, mutual support, and collaboration are at the forefront of achieving collective goals.

Minimum requirements

1. Relevant tertiary qualification, preferably in business management, hospitality, wellness, or a related field.

2. Minimum of 5 years’ experience in a managerial or senior role, with a focus on operational management in a customer-centric environment.

3. Demonstrated leadership and people management skills, including recruitment, training, and development of a high-performing team.

4. Proven ability to manage budgets and P L, with experience in driving revenue growth and managing costs effectively.

5. Strong strategic thinking and problem-solving abilities, with a track record of delivering results and managing operational challenges.

In-depth understanding of brand standards and KPIs, with experience in delivering exceptional service experiences and aligning teams with business goals.