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About the Role
This role is responsible for driving membership growth, revenue, and profitability through a premium, customer-focused sales strategy, optimizing the member journey, and utilizing data-driven insights to achieve exceptional commercial results and member experiences.
Responsibilities
- Hold total accountability for the club’s commercial results, including membership revenue, net movement, POS value, total wallet size, sales volume, quality of sale, and sales mix.
- Drive corporate sales pipeline activity, strategic partnerships, lead flow, conversion optimisation, and full oversight of the prospect journey.
- Deliver accurate weekly and monthly commercial planning and activity modelling to support performance.
- Shift the team from mid-market, volume-based selling to a premium, value-driven model by positioning membership as a premium lifestyle and enhancing sales storytelling.
- Coach the team to deliver short, elegant, emotionally resonant conversations and embed quality of sale measures into daily performance reviews.
- Ensure accurate CRM (Dynamics) usage, predictive insights, and data-led prioritisation to increase conversion, reduce drop off, and grow POS value.
- Ensure delivery of the new member onboarding journey, including tailored onboarding within the first 7 days, persona-aligned welcome experiences, moments of generosity, and a curated 90-day graduation moment.
- Lead a high-performance culture by setting clear KPIs, delivering disciplined one-to-ones, coaching premium sales skills, and identifying and developing future talent.
- Lead by example during duty shifts, operational escalations, and member interactions, modelling exceptional standards at all times.
- Ensure operational and administrative excellence, including accurate membership administration, GDPR compliance, transparent reporting, and full CRM accuracy.
Requirements
- Proven experience leading a high-performing commercial or sales team.
- Strong commercial acumen with the ability to interpret financial results and drive profitability.
- Strong people management and organisational skills, fostering a cohesive and high-performing team.
- A passion for hospitality and customer experience, with unwavering dedication to service standards.
- Excellent communication and interpersonal skills, with the ability to hold people accountable and drive performance.
- Flexibility to work early mornings, evenings, weekends, and holidays.
Skills
- Sales Strategy
- Team Leadership
- Customer Relationship Management (CRM)
- Data Analysis
- Sales Storytelling
- Performance Coaching
- Operational Excellence
- Financial Acumen
- Hospitality
- Customer Experience
Location
- United Kingdom
Work Type
- Full-time
Experience Level
- Manager
Salary/Compensations
- £34,840—£39,520 GBP
Benefits
- 30 days annual leave, plus a Celebration Day
- Access to The Peoples Pension, with 3% contributions
- Complimentary Virgin Active membership for employee and a buddy
- Free membership for 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
- 6 free counselling sessions through Health Heroes employer assistance programme
- Complimentary corporate letting services with Dexters
- Access to ePoints for online discounts
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.