Customer Experience Manager

1 month ago

Bondi, Australia Virgin Active Full time

Join an iconic brand built on a human touch with a playful side
- Lead a passionate experience team, with access to world class facilities at Bondi Westfield
- Free gym membership for your buddy, discounted PT + more benefits

**About us**:
There's never been a better time to join Virgin Active, we have the best talent, doing the best work of their lives with meaning. Our continuous focus on inspiring people to live an active life is what unites us and sets us apart in our vision to be the world's most loved exercise brand.

We are part of the Virgin group of companies worldwide and launched our Australian business in 2008 with one club, five studios and a dedicated team of just 50 people. Today, we have a team of nearly 1,000 people and we're building a collection of iconic locations in Sydney and Melbourne.

**The gig**:

- Lead the day-to-day delivery of the customer experience creating an environment where members and team members love spending time.
- Provide training on customer touchpoints in club and oversee the leaver experience.
- Coach, develop and motivate the Experience team to achieve agreed sales and saves targets.
- Ensure a flawless experience for each new member by providing a non-intimidating sign-up process and a thorough set-up so they don't incur any bumps in their first attendance.
- Ensure all interactions are warm, queries are answered and feedback handled effectively.
- Ensure every member has an exceptional leaving experience that is focused on providing relevant solutions and recommendations in order to increase save volumes.
- Partner with the Club Manager to negotiate major deals within guidelines, maintaining contact with key corporates and identifying and steering opportunities for further growth.
- Conduct presentations and coordinate the preparation of proposals for corporates.
- Report actual performance to budget, with variance analyses and revised projections.
- Advocate safety and ensure an overall safe environment for members and team members.
- Oversee relevant admin including processing cancellations, reconciliations and banking.
- Liaise with the HOD ("Head of Dept") team to assess, monitor and improve sales strategies and support the team where possible.

**All about you**:

- You have 2+ years of relevant sales or hospitality leadership experience, your first aid, flexibility to work a non-traditional schedule and can readily obtain a clear Working with Children Check (if required). You may also have experience within the fitness sector. A+ for you.
- You have aligned experience. You're an effective manager with strong leadership and motivational ability. You're comfortable with the entire sales cycle and thrive on exceeding performance targets. You may also have some corporate sector experience. A+ for you.
- You are people-focused. You get a kick out of delivering extraordinary customer experiences and seeing people kick sales targets out of the park. You're patient, level-headed, and cool under pressure. Teaching your sales team new techniques makes you feel warm and fuzzy inside.
- You are self-assured. You listen intently. You speak eloquently. You can explain just about anything to anyone and you're comfortable communicating at all levels. You're authentic when you express yourself. People trust your judgement.
- You are driven. You love coaching teams and can design strategies to get the best results. You have incredible persuasive ability and are a natural negotiator. You're comfortable managing your time and can be counted on to reach targets.
- You have a can-do approach. You think on your feet. You're cool with ambiguity and you roll with the punches when things change. You're motivated to find solutions and always consider the business impact. You easily move between tactical work and big picture work

**What you get from us**:

- One of the world's most recognised and exciting brands
- A culture that's all about inspiring people to live an active life
- A free membership for you to workout at our clubs (and one for your buddy after 12 months)
- Discounted personal training
- Special deals with our retail and service partners
- Paid parental leave to spend time with your new little human
- Regular personal and professional development
- Confidential 24-hour support via our employee assistance program
- Uniforms designed in partnership with Rec Gen
- Fun. It's part of our success. We prefer smiles to graphs. We like to be human rather than corporate.

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