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Customer Experience Manager

Job Title: Customer Experience Manager
Contract Type: Permanent
Location: London
Start Date: ASAP
Reference: Chiswick R548
Job Published: November 25, 2019 11:58

Job Description

Are you a people person with excellent customer service skills? Are you looking for a new challenge with an exciting and innovative brand?

We’re looking for a Customer Experience Manager to be the welcoming face and engaging voice to our members. You’ll  lead the customer sales and engagement strategy with a razor sharp focus to ensure our members have a delightfully surprising visit, delivering a heartfelt service at all times.

Your job:

As a Customer Experience Manager you will be representing Virgin Active as the face of the company.

Customer service; create a great first impression and provide a faultless representation of your Health Club.
To create and drive an effective and fun members Activity and magic moment calendar to delightfully surprise our customers every day
Work with your Member Services Manager and wider club team to drive customer retention & deliver an unforgettable experience
Work with your sales team to define a strategy to grow membership, identifying partnerships and corporate opportunities
To co-ordinate your Front of House Host team daily to effectively deliver excellent customer service  in all areas of our club and facilities
Deal with any member feedback, take ownership of the situation and escalate the issue where necessary.
Opening and closing duties of the department, health & safety and security checks
Complete at least one Service (Duty) Manager shift per week; opening or closing the club & being the responsible Manager whilst on shift.
Your commitment:

This is a full time role working 40 hours per week, 5 days out of 7; flexibility is required to meet the needs of the business Shift times vary to suit club operation and will typically be ‘early’ (6:00 am starts) or ‘late’ (11:00 pm finishes), weekends (7:00 am starts/11:00 pm finishes) and some service Manager shifts.

What we can’t live without:

To be a successful Customer Experience Manager, you’ll need to be smart in appearance and the finest ambassador for Virgin Active at all times. Underneath your well-groomed exterior should be an empathetic nature and the charisma to create an effortless rapport with our members in every interaction. 

Specific requirements of successful candidate:

Exceptional communication & organisational skills with the ability to remain calm under pressure.
To go above and beyond at all times by leading by example with you club host team in all areas of the club
Previous experience in sales & marketing and demonstrable expertise in delighting customers
Ensure your department and your club facilities are immaculate at all times through leading your club host team to live and breath our brand standards
Strong admin and computer skills, with the confidence to learn new systems & databases quickly.
The Perks:

In return for your expertise, we’ll support you in this new challenge with coaching & development every step of the way. Also, to reward your hard work you’ll get:

Virgin Tribe – discounts on loads of Virgin products & services
Great personal development through our in-house Management Development programme ‘Evolve’. Upon completion, you’ll receive a Level 3 Diploma in Management Development accredited by the Institute of Leadership Management.
30 days holiday (including bank holidays)
Birthday bonus day off!
Complimentary VA health club membership for you & a buddy!