Head of Club Services & Member Experience

Virgin Active Australia; Sydney; Remote; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Complimentary club membership for you

Discounted personal training

Exclusive retail and lifestyle partner

Flexible working options

Paid parental leave

Ongoing personal and professional dev

Employee wellbeing support

Job summary

Virgin Active Australia is seeking a Head of Department to elevate the club experience through people leadership and operational excellence. You’ll build high‑performing teams, shape culture, drive performance and uphold brand standards to deliver premium member service.

You’ll lead five pillars—People, Commercial, Operational, Service and Functional Leadership—ensuring accountability, strategic rosters and continuous improvement across seven‑day trading hours.

Qualifications

• 3–5+ years’ experience in customer service, hospitality or member‑facing environments, with demonstrated exposure to team leadership and service delivery standards.

Responsibilities

• Lead, coach and develop your team through regular feedback, performance conversations and structured development plans.
• Drive revenue, retention and key commercial KPIs relevant to your function.
• Deliver club systems, processes and brand standards consistently across your department.
• Champion exceptional service standards across your department.
• Provide stewardship of member service execution across the club and ensure a seamless member journey.

Skills

People Leadership

Commercial Leadership

Operational Leadership

Service Leadership

Functional Leadership

Job description

Virgin Active Australia is seeking a Head of Department to elevate the club experience through people leadership and operational excellence. You’ll build high‑performing teams, shape culture, drive performance and uphold brand standards to deliver premium member service.

You’ll lead five pillars—People, Commercial, Operational, Service and Functional Leadership—ensuring accountability, strategic rosters and continuous improvement across seven‑day trading hours.