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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 1 Member Journey Host to join our Acquisitions team.

Responsibilities

Create meaningful emotional connections that make members feel seen, valued, and inspired.
Participate in daily service huddles, sharing insights, member stories, and hospitality opportunities.
Proactively reconnect with non responders and at risk members through personalised outreach.
Monitor and act on DDI/Debtor lists, supporting re-engagement and retention.
Identify early signs of disengagement and create tailored re-engagement strategies.
Recognise and celebrate member milestones such as birthdays, first classes, and fitness achievements.
Act as a concierge, connecting members to PTs, group exercise, wellness services, and community events.
Deliver daily “Hum” moments while supporting “Sing” and “Shout” experiences that surprise and delight.
Capture and share member stories and hospitality wins to inspire best practice across the club.
Act as a member advocate, owning interactions end to end and ensuring personal follow up.
Support daily club readiness, ensuring presentation, atmosphere, and cleanliness meet Virgin Active standards.

Requirements

Exceptional interpersonal and communication skills.
High emotional intelligence with the ability to connect quickly and genuinely.
A natural hospitality mindset and passion for people.
Strong organisation skills with a proactive, solutions-focused approach.
Experience in hospitality, customer experience, or member facing environments (desirable)

Work Type

Full time

Salary/Compensations

£29,985.28—£30,992 GBP

Benefits

30 days (excluding bank holidays) annual leave, plus a Celebration Day
Access to The Peoples Pension, with our contributions at 3%.
Complimentary Virgin Active membership for you and a buddy.
Free membership for your children too, ability to take advantage of our Club V.
Discounts across Virgin active – everything from guest passes to 50% off PT sessions.
Join Virgin Family - communicate with colleagues across Virgin Group, and many discounts (including Virgin Atlantic, Virgin Holidays and Virgin Media/O2)
20% off food and drink at KAUAI branches located in clubs.
Access to Salary Finance for loans and savings plans.
Health Heroes employer assistance programme with 6 free counselling sessions.
Dexters complimentary corporate letting services – meaning no tenant charges.
Access to ePoints, offering loads of 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.