Retentions Consultant
Virgin Active South Africa · Cape Town, Western Cape
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- At Virgin Active, our purpose is to change people's lives for the better through wellness. As a Retentions Consultant, you play a key role in supporting members on their holistic wellness journey by ensuring their access to our luxury wellness environments remains uninterrupted.
- Every interaction is an opportunity to inspire and empower members to take charge of their wellness journey while fostering a culture of trust, understanding, and transformation.
A day in the life of a Retention Consultant...
- Proactively handle cancellation requests via outbound/inbound calls and written correspondence.
- Engage with members to understand their concerns and offer tailored solutions that encourage continued membership.
- Apply strong objection-handling and negotiation skills to maximize retention outcomes.
- Use structured call flows and in-house methodology to identify member needs and match them with appropriate offerings.
- Deliver empathetic, professional service aligned with Virgin Active's values: being inspiring, always improving, doing the right thing, and having fun.
- Adapt quickly to different campaigns, products, and retention strategies as required by the business.
- Maintain compliance with all regulatory, contractual, and quality standards.
- Accurately document all member interactions, offers, and outcomes in line with POPI and internal systems.
- Address member queries, feedback, and complaints promptly and professionally.
- Collaborate with other departments and leadership teams to support business goals and drive retention success.
- Support business targets by reducing churn and improving member loyalty.
- Work collaboratively with other departments and leadership teams to support the achievement of business outcomes and drive member retention success.
- Prompt the business loyalty program
Our minimum requirements…
Experience & Background
- Proven experience in retentions, sales, or customer service within a contact centre environment.
- Ability to work across multiple campaigns, adapting quickly to changing business needs.
Skills & Competencies
- Excellent persuasion, negotiation, and communication skills.
- High emotional intelligence with the ability to manage sensitive conversations effectively.
- Strong problem-solving and decision-making abilities.
- Resilience and adaptability in a fast-paced, target-driven environment.
- Commitment to member loyalty, with a focus on reducing churn and maximizing retention.
- Ability to maintain compliance with all regulatory, contractual, and quality standards.
- Skilled in accurate documentation of customer interactions and retention outcomes.
We'd like you to have…
- Customer Centric Focus
- Must display empathy and the ability to build rapport
- Quality must be your key focus in delivering the result
- Must have excellent influencing skills
- Must be able to manage objection and be able to close calls
- Must be able to work independently
- Must be a good team player and treat the team with respect
We'd love you to have…
- Good knowledge of relevant computer programs e.g., CRM software and telephone systems
Closing Date 31 August 2026