Open to opportunities

TANYA LAUBSCHER

@tanyalaubscher

Message

Results-driven Client Relationship Manager focused on customer success.

South Africa

Message

What I'm looking for

I seek a remote role that values customer satisfaction and offers growth opportunities.

I am a results-driven Client Relationship Manager with extensive experience in customer success, account management, and people development. My career has been dedicated to fostering long-term client relationships, optimizing customer engagement, and ensuring high retention rates. I thrive in high-pressure environments and am skilled in strategic planning, revenue growth, and team leadership.

Currently, I manage client relationships and customer experiences at Virgin Active South Africa, where I successfully drove a 35% increase in junior membership engagement and generated R1M in sales revenue for swimming lessons in 2023. My ability to lead and train high-performing teams has ensured exceptional service delivery and operational efficiency across multiple locations.

With a strong focus on data analysis and performance reporting, I continuously seek to improve processes and enhance customer satisfaction. I am now looking for a remote position where I can leverage my expertise to drive customer satisfaction and contribute to business growth.

Experience

Work history, roles, and key accomplishments

Current

Course Facilitator

Current

Virgin Active South Africa

Sep 2024 - Present (9 months)

Conducted internationally accredited training programs, ensuring high pass rates and professional development for students. Managed all aspects of training, from theoretical instruction to practical assessments.

Training Delivery Curriculum Development Assessments Professional Development Education

Current

Coastal Payment Administrator

Current

Virgin Active South Africa

Feb 2024 - Present (1 year 4 months)

Provided first-line support for payment-related inquiries across 23 locations, resolving customer account issues efficiently. Assisted customers with banking details, payment plan adjustments, and overdue account collections, ensuring a seamless customer experience.

Payment Processing Customer Support Account Management Financial Operations Process Improvement Customer Service Data Analysis

Current

Course Facilitator

Current

Virgin Active South Africa

Sep 2024 - Present (9 months)

Training Delivery Program Management Curriculum Development Assessments Professional Development Education Mentoring

Current

Cluster Swim Experience Manager

Current

Virgin Active South Africa

Jan 2021 - Present (4 years 5 months)

Managed client relationships and customer experiences across multiple locations, driving a 35% increase in junior membership engagement. Spearheaded strategic initiatives that generated R1M in sales revenue for swimming lessons in 2023.

Customer Relationship Management Strategic Planning Sales Team Leadership Marketing Campaigns

Current

Cluster Swim Experience Manager

Current

Virgin Active South Africa

Jan 2021 - Present (4 years 5 months)

Customer Relationship Management Strategic Planning Sales Team Leadership Marketing Campaigns Account Management

Current

Coastal Payment Administrator

Current

Virgin Active South Africa

Feb 2024 - Present (1 year 4 months)

Payment Processing Customer Support Account Management Financial Operations Process Improvement

National Swim Administrator

Virgin Active South Africa

Mar 2023 - Aug 2023 (5 months)

Assisted with national operational duties, supporting 40+ locations in achieving revenue targets and KPIs. Led weekly strategy meetings with regional managers, ensuring alignment with customer engagement goals.

Operational Management Strategy Development KPI Tracking Customer Engagement Recruitment

Sales & Marketing Roles

Confidential

Jan 2012 - Dec 2014 (2 years 11 months)

Led B2B and B2C sales initiatives, securing new clients and expanding market reach. Managed client portfolios, fostering strong relationships and ensuring continued engagement.

B2B Sales B2C Sales Account Management Marketing Strategy Business Development

National Swim Administrator

Virgin Active South Africa

Mar 2023 - Aug 2023 (5 months)

Revenue Management KPI Tracking Customer Engagement Recruitment

Sales & Marketing Roles

Various

Jan 2012 - Dec 2014 (2 years 11 months)

Led B2B and B2C sales initiatives, securing new clients and expanding market reach. Managed client portfolios, fostering strong relationships and ensuring continued engagement.

B2B Sales B2C Sales Account Management Business Development Marketing Strategy Campaign Execution Client Relationship Management

Education

Degrees, certifications, and relevant coursework

Virgin Active South Africa

Pro-Active HOD Course, Leadership and Management

Completed a specialized course designed for Heads of Department, focusing on leadership and management skills within the Virgin Active South Africa framework.

British Learn to Swim Qualification

STA Course Facilitator, Swim Instruction

Obtained an internationally recognized qualification enabling the facilitation of British Learn to Swim programs. This certification involved comprehensive training in instructional techniques and assessment.

British Learn to Swim Qualification

STA Award in Teaching, Swim Instruction

Achieved a British Learn to Swim qualification, demonstrating proficiency in teaching swimming techniques. This award is a foundational certification for swim instructors.

Skills Academy

Advanced Certificate, Child Psychology

Completed an advanced certificate program in Child Psychology, gaining in-depth knowledge of child development and behavior. This qualification enhances understanding of educational and developmental needs.

Damelin College

Diploma in Marketing Management, Marketing Management

Earned a diploma in Marketing Management, covering key principles of marketing, sales strategies, and business development. The program provided a strong foundation in market analysis and campaign execution.