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
  
  

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