What the job is

This is a full-time position for a Regional Club Experience Specialist at Virgin Active South Africa, based in Durban, KwaZulu-Natal. The role focuses on improving the member experience across clubs in the region by coaching teams, setting service standards, and ensuring consistent, high-quality service delivery.

What you will do

You will coach and mentor Club Experience Managers to deliver exceptional service and support their onboarding and development. You will ensure teams follow front-of-house standards, such as greeting members, managing queues, and handling service recovery. You will also lead training programs for staff, manage member complaints, and implement projects to improve customer experience. Additionally, you will analyze feedback and trends to identify areas for improvement and share best practices across the region.

What you need

You must have a Matric qualification and at least 5 years of experience in customer service, hospitality, or club operations, with 2 years in a multi-site management role. A tertiary qualification is a plus. Strong leadership, training, and analytical skills are required, along with experience in complaint resolution and using case management systems like Freshdesk. You should also have excellent interpersonal skills, including emotional intelligence, adaptability, and problem-solving abilities.

What you will get

This is a permanent position offering the opportunity to work in a dynamic wellness environment, helping to shape the member experience across multiple clubs.