Experience & Engagement Manager UAT GM

Your Purpose…

To inspire active living to our members and deliver extraordinary customer experiences by championing services that align with Virgin Active’s vision. 

An experience consultant is a pivotal role within Virgin Active as you alongside your team are responsible for meeting the monthly membership goals for sales and growth, with a focus on data and revenue. Working closely with your club team, aiming for unity and cooperation. Addressing all member concerns promptly and effectively, supporting them in their wellness journey,

Key Responsibilities ‘A Day in your Work Life’

Customer Experience

• Act as the point of contact for members, elevating their member experience at every touchpoint.
• Address member inquiries and uphold meticulous standards of administration and support.
• Create a presence and a warm, inviting atmosphere throughout the club, from acting as Front of House to providing new Member visits.
• Ensure the correct processing of membership details, adhering to policy and data protection regulations.
• Be proactive and implement processes to enhance the membership journey ensuring efficiency across all interactions.
• Take initiative and demonstrate ownership in every situation, recognizing the impact of customer satisfaction on club success.

Membership Sales and Retention

• Take ownership of your membership targets, striving for excellence in sales, retention, and growth every month.
• Contribute to the overall success of the club by hitting the net growth, sales, and revenue objectives.
• Ensure that all activity targets are met to achieve our desired net growth.
• Tailor membership offerings to meet individual needs and expand corporate memberships to prospects within the immediate locality of the club.
• Drive new member sales through innovative promotional activities both inside and outside the club, collaborating seamlessly with other departments.
• Embrace marketing strategies and KPIs, integrating the sales processes throughout the club.
• Liaise with other departments (Product) to integrate the selling process with the prospect/member.

Exercise Experience

• Provide advice on all activities related to Exercise Experience and products offered by Virgin Active.
• Stay updated on products and new ideas, supporting the company through changes, and pushing for innovation.
• Encourage new members to try Personal Training by highlighting the benefits.

Additional Duties

• Ensure effective communication by promptly informing the Duty Person/Experience Manager of any complaints or incidents.
• Recognize the significance of member retention and your role in nurturing relationships with new members.
• Support the smooth operation of your club and consistently provide exceptional customer service to all.
• Remain flexible and willing to undertake additional tasks to maintain brand standards and ensure smooth club operations.
• Uphold punctuality, reliability, and commitment to your role.
• Manage your time effectively to maintain proper staffing levels, including weekend and late-hour shifts as needed to meet performance targets.
• Fulfil the duties of the Duty Person as required.
• Create an engaging atmosphere for all team members.
• Always adhere to Virgin Active’s standards of conduct.

What we need from you

• Good communication skills.
• Previous experience of working in a customer centric, target driven role (desirable but not essential).
• Strong interpersonal skills that make you approachable to members, prospects, and colleagues alike.
• Your sincere desire to help individuals achieve their goals will drive our collective success and fulfilment.
• Great time management and a self-starter attitude.
• A proactive mindset and understanding of the necessary activity levels to consistently surpass membership targets each month.
• Excellent administration and organisational skills.
• Ability to always work on site.
• Able to have flexibility in your work schedule, demonstrating a readiness to contribute during early mornings, evenings, weekends, and holidays as needed.

What success looks like (Key Accountabilities and KPIs)

• Achieve membership targets, encompassing sales, retention, and freeze movement, marking your progress towards our collective goals. • Elevate Customer Satisfaction Scores, reflecting the impact of your dedication and service excellence on our members' experience and satisfaction