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About the Role

The Experience & Operations Manager is responsible for creating exceptional member experiences while ensuring the club operates safely, efficiently, and to the highest standards. Working closely with the General Manager, you will lead the Member Journey Host and Duty Manager teams, driving hospitality, operational excellence, and member retention.

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 personalized 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

• £33,797.40—£38,776 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
• Discounts across Virgin Group (Virgin Atlantic, Virgin Holidays, Virgin Media/O2)
• 20% off food and drink at KAUAI branches
• Access to Salary Finance for loans and savings plans
• Access to BUPA employer assistance programme (4 free counselling sessions)
• Complimentary corporate letting services through Dexters
• Access to ePoints for online discounts

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.