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Learning & Development Manager

at Central Office



  • This role is all about optimising, developing, motivating and retaining high performing and happy team members – from defining a centralised training calendar across all departments, designing materials, delivering training and supporting managers with succession planning, through to creating and maintaining a dynamic workplace culture that supports the achievement of results for Virgin Active in Thailand in particular focussed around “Customer Experience”


This people person will be able to spot Virgin talent from 100 metres away, know how to develop them… and hold on to them.

Little opportunities for making people feel good about Virgin Active are lurking everywhere. Regardless of our official positions, we all work in customer service. Classic Virgin service involves striking a balance between working hard to understand the customer and relaxing enough to express our own personality.


Overall responsibilities:
1. Learning & Development

- Determine training competencies and scope needs for team member in club and Active Central
- Define, communicate and manage a cross-department, centralised training calendar
- Design, develop and update training materials including NOPs for FOH
- Source training  partners where needed
- Manage training plan for club launch and establish regular training calendar
- Organise all aspects of training session (attendees, venue, set-up, catering, day requirements)
- Deliver training sessions, seek feedback from participants and communicate action plans
- Update training register to track training module completion and prepare training stats for regular internal analysis
- update induction approach
- Review succession pipeline and support managers to identify gaps
- Support launch of new clubs, training plans and delivery
- Organise all training report as government required

2. Customer Experience

- Support Customer Experience strategy across all departments
- In club services management support of requirements, tranlastion and testing
- Monitor service across all departments
- Conduct Quarterly audits (Service & MJ audit across the club)

3. Other Bits and Pieces

- Help to create an environment where all team members are encouraged to both enjoy themselves at work and make a real contribution to the success of the business as a whole.
- Be fully involved in the creation of a fun, lively and creative atmosphere
- Submit any original ideas (no matter how bizarre) to promote fun and support retention of members
- Be the finest ambassadors of Virgin Active at all times
- Demonstrate behaviours in line with Virgin Active's standard of conduct at all times
- Follow the company WH&S policies and ensure necessary duties carried out
- Respond to emergency situations and injuries as appropriate
- Proactively take the lead on own professional development
- Attend essential training to keep required qualifications up to date (training will be provided) and notify manager if any required qualification is due to expire
- Carry out other reasonable duties, participate in special projects and attend meetings as required


- Minimum 4-5 years training experience including both design and delivery
- Experience with handling sensitive information with discretion
- Experience in a multi-site environment desirable
- Ability to travel both Regional and Internationally required
- Solid understanding and application of training approaches, concepts and trends
- Innovative approach to training practices, strength in coaching, professional leadership and service delivery
- Strong customer service ethic and outstanding interpersonal skills
- Demonstrated business acumen, excellent judgement and attention to detail
- MS Office (Word, Excel, PowerPoint and Outlook) - intermediate

- 15 days annual leave
- Fitness club membership
- Health insurance
- Career progression
- Fun and social working environment


If you're interested in this position simply apply online now.


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