About the role

Virgin Active (Thailand) Limited is seeking a National Customer Service Manager (Wellness) to join our dynamic customer service team. This is a full-time position based in Bangkok, where you will lead and manage our customer service operations on a national scale, with a specific focus on our wellness and health services division. This strategic leadership role is crucial to delivering exceptional customer experiences across our organisation and ensuring our members receive world-class support. You will be responsible for overseeing customer service teams, implementing best practices, and driving continuous improvement in service quality and customer satisfaction metrics.

Key responsibilities

• Developing member journey by leading the end-to-end member experience strategy and defining measurable service standards to ensure a consistent, premium "Virgin Active" experience at every touchpoint.

• Driving customer service excellence through data insights by transforming NPS, CRM, and member feedback into actionable improvement plans and coaching club leadership to elevate service standards and ensure seamless operational excellence.

• Optimizing member retention and revenue protection by managing critical financial workflows including arrears,churn reduction, and direct debit processes to safeguard revenue while improving member recovery rates.

What we're looking for

• Proven experience of at least 5 years in customer service management or team leadership roles

• Strong experience in the wellness, fitness, health or hospitality sectors would be highly advantageous

• Excellent leadership and people management capabilities with experience managing diverse teams

• Demonstrated ability to develop and implement customer service strategies that drive measurable improvements

• Strong analytical skills with proficiency in using customer service management tools and systems

• Excellent communication and interpersonal skills, with fluency in both Thai and English

• Experience with performance management systems and data-driven decision making

• Knowledge of call centre operations, CRM systems and customer service technologies

• Held at least bachelor's degree in related field

What we offer

At Virgin Active (Thailand) Limited, we pride ourselves on fostering a dynamic and supportive workplace culture. We offer competitive remuneration packages commensurate with experience and qualifications.

Our benefits include wellness memberships and discounts on PT, professional development opportunities, and career progression pathways within our growing organization. We are committed to maintaining a healthy work-life balance and provide flexible working arrangements where appropriate. Our team enjoys a collaborative environment where innovation is encouraged, and employee wellbeing is prioritized. We also provide comprehensive induction and ongoing training programs to support your success in the role.

About us

Virgin Active (Thailand) Limited is a leading fitness and wellness provider, dedicated to transforming lives through innovative health and fitness solutions. With a strong presence across Thailand, we operate state-of-the-art fitness facilities and offer comprehensive wellness programs designed to inspire and empower our members to achieve their health goals. Our brand is synonymous with premium quality, cutting-edge facilities, and exceptional customer service. We are committed to creating an inclusive, dynamic workplace where talented individuals can thrive and make a meaningful impact. Virgin Active values integrity, innovation and a genuine passion for member wellbeing.

Apply now

If you are an experienced customer service leader with a passion for delivering exceptional member experiences and driving team excellence, we would love to hear from you. Please submit your CV and a cover letter detailing your relevant experience to Virgin Active (Thailand) Limited. Join us and be part of a company that truly values its people and is committed to making a positive difference in the wellness industry.