Virgin Active Club Experience Manager Jobs 2026 – Fish Hoek, Western Cape

Job Description

Virgin Active South Africa (Pty) Ltd is inviting suitably qualified candidates to apply for a Club Experience Manager position at Sun Valley in Fish Hoek, Western Cape.

This is a permanent, mid-senior position within the health, wellness and fitness industry. Applicants need Matric / Grade 12 and a minimum of 2–4 years’ experience in a management role within the health and fitness industry or a customer-focused environment.

Applications close on 19 October 2026.

Virgin Active Club Experience Manager Job Details

Minimum Requirements

Applicants must have:

• Matric / Grade 12
• Minimum 2–4 years’ experience in a management role within the health and fitness industry or a customer-focused environment
• Proven experience with digital engagement platforms
• Proven experience managing member experiences, activations and events
• Background in wellness programmes, community engagement or similar initiatives
• VASA Product Academy or Product Qualification
• Proactive solution orientation
• Train the Trainer VASA

Advantageous Qualification

• Qualification in Sports Management, Health and Wellness, Business Administration or a related field

Purpose of the Role

The Club Experience Manager will focus on delivering an exceptional experience to Virgin Active members.

The successful candidate will lead customer experiences, execute strategies to enhance member satisfaction and manage a team focused on providing outstanding service.

Duties and Responsibilities

Member Experience Management

• Monitor and enhance all aspects of the member experience.
• Ensure member experiences meet established business standards.
• Analyse member feedback.
• Implement corrective action plans.
• Proactively address member feedback.
• Manage complaints and resolution times.
• Manage access to and usage of club facilities.

Member Support

• Manage escalated member queries and complaints.
• Ensure queries and complaints are resolved effectively and timeously.
• Facilitate effective communication channels for member enquiries.
• Collaborate with club functions and regional support teams.
• Ensure effective resolution of member-experience issues.

Wellness Vision

• Implement the established wellness philosophy.
• Ensure member experiences reflect the wellness vision.
• Promote the importance of wellness to employees and members.
• Support a culture of health and vitality.

Physical Spaces and Facilities

• Oversee the maintenance and presentation of club spaces and facilities.
• Ensure facilities remain welcoming and suitable for wellness activities.
• Work with facilities management to resolve issues affecting members.

Social Wellness Programmes

• Execute wellness programmes and events.
• Implement initiatives that engage members.
• Promote healthy lifestyles.
• Support member retention through wellness initiatives.

Community Engagement

• Encourage social interaction between members.
• Help build a strong club community.
• Identify opportunities to work with local wellness organisations.

Performance Monitoring

• Set and monitor service-delivery performance standards.
• Track member satisfaction and engagement metrics.
• Use performance data to support continuous improvement.
• Report on implemented initiatives to leadership.

People Management

• Recruit and develop employees.
• Promote a culture of community and service.
• Ensure employees develop strong service and hosting skills.
• Support employee onboarding and retention.
• Create an engaging and inspiring working environment.

Skills and Attributes

Candidates should demonstrate:

• Adaptability in a fast-paced environment
• Curiosity and willingness to learn
• Motivation to achieve success
• Commitment to making a difference in people’s lives
• Growth mindset
• Ability to work independently
• Trustworthiness
• Strong ownership and decision-making ability
• Action orientation
• Strong interpersonal skills

Additional Attributes

Virgin Active would also like candidates to have:

• Wellness knowledge beyond the health club environment
• Ability to make quick and bold decisions
• Agility
• Collaborative working skills
• High interpersonal skills and emotional intelligence

Closing Date

19 October 2026