Club Experience & Operations Lead

Virgin Active; Greater London; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

33 days annual leave

Pension scheme

Complimentary Virgin Active membership

Member discounts

Mental health support

Employee discounts with Dexters

Salary Finance access

Job summary

Virgin Active is seeking a Duty Manager to lead club operations, deliver remarkable hospitality, and coach teams to create memorable moments for members. You will oversee shifts, manage safety checks and front-line service, and inspire colleagues to deliver exceptional experiences across the club.

Join a team focused on unreasonable hospitality, energising member journeys and ensuring a seamless, welcoming environment that reflects our brand values.

Qualifications

• Previous experience in a customer-centric role.
• A natural storyteller who turns small details into big emotions.
• Strong interpersonal skills that make you approachable to members, prospects and colleagues.
• High emotional intelligence with empathy, compassion and connection.

Responsibilities

• Oversee the smooth running of the club during assigned shifts, ensuring all departments are aligned and executing service priorities.
• Complete opening/closing procedures,including safety checks, presentation walks and handover documentation.
• Act as first responder for all emergency and EAP incidents, ensuring calm, compliant management.
• Maintain real-time oversight of club standards: cleanliness, atmosphere, music, temperature and equipment readiness.

Skills

Storytelling

Customer focus

Interpersonal skills

Emotional intelligence

Flexibility

Job description

Virgin Active is seeking a Duty Manager to lead club operations, deliver remarkable hospitality, and coach teams to create memorable moments for members. You will oversee shifts, manage safety checks and front-line service, and inspire colleagues to deliver exceptional experiences across the club.

Join a team focused on unreasonable hospitality, energising member journeys and ensuring a seamless, welcoming environment that reflects our brand values.