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Membership Experience Consultant

2 weeks ago

Melbourne, Australia Virgin Active Full time

Achieve agreed sales targets by delivering extraordinary end-to-end customer experiences in club
- Iconic brand inspiring our Collins St community to live an active life
- Part-time gig, free gym membership, discounted personal training, and more benefits

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.

Located just steps from the Collins/King Tram stop, or Southern Cross Station, our spacious 4,397 sqm Collins Street club is your go-to location for work, rest, and play. Inside you'll find 7 group exercise studios for classes including Reformer Pilates, Grid Training (HIIT), Yoga, Cycle, Barre (and more), a large open gym with Technogym equipment, a sparkling 25m swimming pool, spa & sauna, indoor climbing wall and sleep pods. We've also catered for your post-workout-self, with luxury changeroom amenities including Dyson Supersonic hairdryers, ghd® straighteners and Apelles products. It's the experience your workout deserves.

**Your gig**:
Reporting to Experience Manager you will ensure complete member satisfaction in all interactions.
- In a nutshell: _
- Welcome members and help them find whatever they need or whatever they're looking for.
- Provide heartfelt service and deliver the customer experience at each touchpoint including responding to queries about the classes available, supporting the booking process, taking payments and any other type of general query that ensures a seamless experience for members.
- Understand each prospect's objectives, buying criteria and decision making processes and form genuine and long-term relationships.
- Create 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 and complaints handled effectively.
- Ensure the break-up experience is seamless, helpful and consistent across all interactions
- Providing members with relevant solutions and recommendations to re-engage them and improve the overall volume of saves
- Stay on top of admin to ensure seamless administrative processes.
- Advocate safety and ensure an overall safe environment for members and team members.
- Find ways to give that little bit extra... especially when it's unexpected.

**All about you**:

- You have >1 year of relevant experience and flexibility to work a non-traditional schedule.
- You have aligned experience. You know what it's like to work with a high-profile consumer brand and thrive on exceeding performance targets. You may also have some retail or hospitality sector experience. A+ for you
- You are people-focused. You enjoy learning about their needs and coming up with personalised and complete solutions. You're patient, level-headed and cool under pressure. Kicking sales targets out of the park by delivering impeccable customer service 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're perceptive, you ask questions and you strive to understand. You enjoy solving problems and have incredible persuasive ability. You don't get flustered easily. 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 continually improve. Whatever a member needs, whatever a member is looking for, you help them find it

**What we offer you**:

- 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.