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About the Role

The Member Journey Host is responsible for creating meaningful connections with members throughout their wellness journey. Working closely with the wider Club team, you will deliver exceptional hospitality, build lasting relationships and proactively support member engagement and retention, ensuring every visit is welcoming, personal and memorable.

Responsibilities

• Create genuine, meaningful connections with members, delivering exceptional hospitality and personalised experiences at every interaction.
• Proactively engage with members throughout their journey, identifying opportunities to increase engagement, motivation and long-term retention.
• Reconnect with members who have disengaged, providing tailored support and encouraging participation in club activities, events and wellbeing experiences.
• Celebrate member milestones and achievements, creating memorable moments that strengthen loyalty and build a sense of community.
• Act as a concierge for members, connecting them with Personal Trainers, Group Exercise classes, wellness services and other club experiences.
• Collaborate with Sales, Product and Operations teams to deliver a seamless end to end member experience.
• Take ownership of member queries and feedback, ensuring every interaction is resolved promptly with personal follow up.
• Capture and share member success stories, recognising opportunities to inspire both members and team members.
• Support the presentation, cleanliness and overall readiness of the club, ensuring every member experiences a welcoming environment.
• Participate in daily team huddles, sharing member insights and identifying opportunities to enhance the member experience.

Requirements

• Passion for delivering exceptional customer service and creating memorable member experiences.
• Outstanding communication and interpersonal skills, with the ability to build genuine relationships.
• High emotional intelligence with the ability to engage confidently with a diverse range of people.
• Proactive, organised and able to manage multiple priorities in a fast paced environment.
• Strong problem solving skills with the confidence to take ownership of member queries and resolutions.
• A collaborative team player who enjoys working across different departments.
• Flexible approach to working hours, including evenings, weekends and bank holidays.

Work Type

• Part Time

Salary/Compensations

• £13,998.92—£13,998.92 GBP

Benefits

• 30 days (including bank holidays) annual leave
• Access to The Peoples Pension, with company contributions at 3%
• Private health insurance with access to healthcare, wellbeing rewards and preventative health support
• Complimentary Virgin Active membership for you and a buddy
• Free membership for your children
• Discounts across Virgin Active
• Access to discounts across the Virgin Group (including Virgin Atlantic, Virgin Holidays and Virgin Media/O2)
• 20% off food and drink at KAUAI branches
• Access to Salary Finance for loans and savings plans
• BUPA employer assistance programme with 4 free counselling sessions
• Complimentary corporate letting services through Dexters
• Access to ePoints, offering online discounts to retailers

About the Company

• Virgin Active are committed to changing people’s lives for the better through wellness.
• Our team are dedicated to delivering a unique leisure and relaxation experience throughout all our clubs.
• All our team members pride themselves on incorporating Virgin Active values and ensuring the highest Brand Standards into their work, so our members can experience the finest facilities and service.
• We take value in recruiting the very best team members who bring our clubs to life, creating exceptional member experiences every day.