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About the Role

As we evolve into Social Wellness Clubs, we are creating spaces and experiences that support every aspect of our members’ physical, mental, nutritional and social wellbeing. By bringing together expert guidance, genuine community, personalised experiences and innovative technology, we make wellness feel accessible, welcoming and easy to navigate. Virgin Active is committed to recruiting the finest people who share our passion for creating exceptional experiences and delivering world-class service every day. We are looking for an Experience & Operations Manager to join our Operations Team.

Responsibilities

Champion Virgin Active's hospitality culture, ensuring brand standards are consistently delivered throughout the club.
Ensure the highest standards of health & safety, compliance, cleanliness and operational excellence across the club.
Lead and inspire Member Journey Hosts and Duty Managers to deliver exceptional member experiences and operational excellence.
Drive member engagement, retention and loyalty through proactive hospitality initiatives and personalised member journeys.
Use member insight and operational data to identify opportunities, improve performance and reduce member churn.
Recruit, coach and develop high-performing teams, creating a positive and engaging working environment.
Manage departmental budgets, staffing, payroll and supplier relationships to support commercial performance.
Collaborate with the General Manager and wider leadership team to deliver club objectives and continuously improve the member experience.
Act as a Duty Manager when required, supporting the safe and effective operation of the club.

Requirements

Proven experience leading teams within a customer focused, operational environment.
Passion for delivering exceptional customer service and memorable experiences.
Experience using performance data and customer insight to drive engagement and retention.
Strong operational, organisational and problem solving skills.
Excellent coaching, communication and stakeholder management skills.
Strong understanding of health & safety and operational compliance.
Commercial awareness with experience managing budgets and resources.
Flexible approach to working hours, including evenings, weekends and bank holidays.

Work Type

Full time

Salary/Compensations

£33,797—£34,000 GBP

Benefits

30 days (excluding bank holidays) annual leave, plus a Celebration Day
Access to The Peoples Pension, with company contributions at 3%.
Complimentary Virgin Active membership for you and a buddy.
Free membership for your children.
Discounts across Virgin Active products and services.
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, savings plans, and personal finance expertise.
Access to Health Heroes employer assistance programme with 6 free counselling sessions.
Complimentary corporate letting services through Dexters.
Access to ePoints for online discounts to retailers.

About the Company

As we evolve into Social Wellness Clubs, we are creating spaces and experiences that support every aspect of our members’ physical, mental, nutritional and social wellbeing.
By bringing together expert guidance, genuine community, personalised experiences and innovative technology, we make wellness feel accessible, welcoming and easy to navigate.
Virgin Active is committed to recruiting the finest people who share our passion for creating exceptional experiences and delivering world-class service every day.