- At Virgin Active, we change peoples lives for the better through wellness. We help members live longer, healthier, happier lives what could be more inspiring? There are few companies that have as much of a positive effect on customers as Virgin Active, and thats a privilege and a responsibility.
- Your core purpose will be to:
- Grow member usage, satisfaction and loyalty by developing personalised communication strategies that enhance engagement and retention.
- Optimize revenue streams and business growth through targeted marketing initiatives and the effective utilisation of customer data.
- Lead the advancement of Virgin Active South Africa's CRM capabilities, ensuring seamless integration with broader marketing efforts and global strategies.
- Develop and execute a comprehensive member engagement strategy that aligns with VASAs overall business goals (net growth, revenue, EBITDA).
- Lead the implementation of CRM systems, tools, and processes to ensure they meet the needs of VASA.
- Establish the necessary data infrastructure and technology platforms to enable personalised communications at scale.
- Analyse customer data to gain insights into customer behaviour and preferences and use these insights to inform the development of targeted marketing campaigns.
- Drive member retention through targeted communication, engagement initiatives.
- Explore and implement innovative ways to engage and monetise the customer base.
- Collaborate with the Head of Brand and Communications to ensure consistency and alignment of messaging across all customer touchpoints.
- Partner with the Head of Acquisition Marketing to develop integrated marketing campaigns that attract and retain customers.
- Collaborate with other departments, such as sales, product, loyalty and customer service, to ensure a seamless customer experience.
- Evaluate and report on the success of CRM initiatives and make recommendations for improvements.
- Establish automated member communication journeys based on key triggers and milestones to enhance the customer experience.
- Collaborate with global CRM specialists to influence and contribute to the broader CRM strategy within Virgin Active.
- Provide guidance, support and personal development to Loyalty Manager as their direct line manager.
- Facilitate relationships between Loyalty and other departments across the business.
We can't live without...
- 8+ years of experience in CRM and marketing automation, with a proven track record of driving customer engagement, retention and revenue growth through CRM initiatives.
- A minimum of 3+ within a senior leadership role
- Solid and proven people leadership skills, with the ability to manage cross-functional teams and drive projects to successful completion.
- In-depth understanding and hands-on experience with CRM platforms such as Salesforce, Microsoft Dynamics, Hubspot, or similar.
- Strong technical knowledge of data analysis, segmentation, and reporting tools.
- Excellent communication and interpersonal skills, with the ability to collaborate and influence stakeholders at all levels up to Group EXCO.
- A strategic mindset with the ability to think long-term and contribute to the overall business strategy.
- A creative thinker with a passion for delivering exceptional customer experiences with relevant communication strategies and content.
- Ability to work in a fast-paced and dynamic environment, with a strong sense of accountability and ownership.
- Flexibility and enthusiasm in adapting to changing priorities and business needs.
- Knowledge and certifications in areas such as content marketing, analytics, email marketing, marketing automation tools, lead generation, customer journey mapping, and customer engagement.
- Project management skills. Working with competing deadlines, managing Virgin Active's output using recognised project management software (Asana, Podio, Monday.com etc)
- Adaptability (must be able to adapt to a fast paced, changing environment)
- Be curious (must be willing to succeed, seek opportunities to learn and grow)
- Have a winning mentality (must be willing to go over and above to achieve success)
- Must be motivated to achieve success.
- A commitment to making a difference in peoples lives.
- A Growth mindset
- The ability to work independently.
- Trustworthiness (must always act in doing the right thing)
- A drive to create moments of magic for our members.
- The ability to make decisions and take ownership and responsibility for the decision.
- Action orientation
- Wellness knowledge, beyond the health club
- The ability to make quick and bold decisions.
- The ability to be agile.
- The ability to be collaborative.
- High Interpersonal skills (EQ)
