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About the Role
As Virgin Active evolves into Social Wellness Clubs, this role is responsible for creating exceptional member experiences while ensuring the club operates safely, efficiently, and to the highest standards. You will lead teams to drive 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 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
- £36,582—£41,496 GBP
Benefits
- 30 days (including 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 (guest passes, 50% off PT sessions)
- 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
- Health Heroes employer assistance programme with 6 free counselling sessions
- 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.