Operations and Experience Manager

2 years exp

**Roles & Responsibilities**

**In a nutshell**

This gig is all about delivering an extraordinary member experience in our club and and providing a pristine, compelling and safe environment for members and team members.

**A day in the life**
- Provide heartfelt service and create personal experiences in line with our customer experience strategy and brand standards (all running like clockwork).
- Manage the day-to-day operations when performing Operations and Experience Supervisor shifts including the delivery of the customer experience, follow-up on maintenance needs and ensuring a safe environment where members and team members love spending time.
- Ensure all interactions are warm, queries are answered and feedback handled effectively.
- Ensure all areas and equipment are safe and clean and that the club’s appearance reflects the highest standard throughout the studios, changerooms and common areas.
- Escalate any issues or faults requiring a technical fix and resolve quickly.
- Closely manage all stock and conduct regular stock counts to ensure everything is accounted for and all items are in good state of repair/not expired.
- Manage the day-to-day delivery of the customer experience creating an environment where members and team members love spending time in the club.
- Provide training on customer touchpoints and interactions in club.
- Oversee administration including processing cancellations, reconciliations and banking.
- Ensure the club’s appearance reflects the highest standard throughout the common areas.
- Advocate safety and ensure an overall safe environment for members and team members.
- Coach, develop and motivate the reception and operations team to achieve agreed targets.
- Find ways to give that little bit extraespecially when it’s unexpected.
- Continually review the club experience and member journey for end to end improvements.
- Liaise with the HOD (‘Head of Dept’) team to assess, monitor and improve the customer experience and support the team with Experience Leader responsibilities.

**To land this gigand your ongoing mindset**
- You have 2+ years of relevant experience, a neat-freak reputation, flexibility to work a non-traditional schedule and willing to support in an emergency situation.
- You have aligned experience. You love to create meaningful moments for people. You know what it’s like to work with a high profile consumer brand and the value of a well-oiled machine. You may also have some retail or hospitality sector experience. A+ for you.
- You are people-focused. You’re warm, honest and genuine. You get a kick out of creating unexpected experiences which make people go _wow _You’re cool under pressure. Delivering and teaching others 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 you.
- You are driven. You’re perceptive, you ask questions and you strive to understand. You enjoy solving problems. You don’t get flustered easily. You’re comfortable managing your time and can be counted on to skilfully handle feedback and complaints.
- 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 keep things on track like clockwork. Whatever a member needs, whatever a member is looking for, you help them find it.

**What success looks like**
- **Be Yourself** - be who you really are
- **Go Together** - work together as one team
- **Work Hard** - jump in and get your hands dirty
- **Dream Big** - reach for the sky

And the additional key result areas for you
- **Employee Experience** - lead the reception and operations teamin a way that maximises our employee NPS
- **Member Experience** - champion the member experience to maximise love levels
- **Financial Performance **- surpass profit expectations, control merchandise and boost memberships

**What we offer you**
- One of the world’s most recognised and exciting brands
- A culture that’s all about making exercise irresistible
- Performance incentive and a place on the management team
- A free membership for you (and your buddy) to workout at our clubs
- 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
- Uniforms designed in partnership with Under Armour
- Fun. It’s part of our success. We prefer smiles to graphs. We like to be human rather than corporate.

VIRGIN ACTIVE SINGAPORE PTE. LTD.