Service and Commercial Effectiveness Manager
Virgin Active South Africa · Western Cape
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- The Service & Commercial Effectiveness Manager is a senior leadership role within the Contact Centre , reporting to the Head of Contact Centre and leading a team of Quality professionals.
- The role is responsible for driving service excellence, member experience, quality assurance, and commercial effectiveness across Sales, Retentions, and Collections.
Key Responsibilities
- Lead the Contact Centre quality strategy to improve customer experience, service standards, and commercial performance.
- Use Human QA, AI scorecards, analytics, and coaching insights to improve sales conversions, retention outcomes, and collections performance while maintaining compliance and member trust.
- Manage and develop Quality Leads and Quality Assurers, building capability in coaching, root-cause analysis, reporting, and operational improvement.
- Partner with Operations, Training, Optimization, and Technology teams to translate insights into measurable actions and business improvements.
- Oversee quality governance, reporting, compliance standards, and continuous improvement initiatives.
- Drive the adoption and governance of AI-driven quality assurance and conversation intelligence tools.
Minimum Requirements
- Matric and a relevant tertiary qualification or equivalent senior experience.
- Minimum 5 years' experience in a Contact Centre, customer operations, sales, retention, collections, or service environment.
- 2 to 3 years' leadership experience in Quality Assurance, Customer Experience, Commercial Effectiveness, or Operational Improvement.
- Strong experience in quality management, coaching, performance improvement, analytics, and stakeholder management.
- Excellent communication, leadership, and problem-solving skills with strong commercial acumen.
Ideal Candidate
- The ideal candidate is a strategic and data-driven leader who can balance customer experience, quality, compliance, and commercial outcomes. They should have strong coaching skills, experience with AI-enabled quality assurance, and the ability to influence cross-functional teams to deliver measurable improvements.
Success Measures
Success will be measured through
- Improved quality assurance scores and service standards.
- Increased sales conversion, retention, and collections outcomes.
- Expanded QA coverage and effective coaching implementation.
- Reduced quality risks, complaints, and compliance failures.
Closing Date 18 September 2026