Club Experience & Operations Leader

Virgin Active; Chiswick; On-site; GBP 37,000 - 41,000; Full time

Benefits offered by this job

30 days annual leave

Pension contributions 3%

Complimentary Virgin Active membership

Staff discounts across Virgin Active

Discounts with Virgin Group

20% off food & drink at KAUAI

Salary Finance access

Employee assistance programme

Dexters housing assistance

ePoints discounts

Job summary

Virgin Active in the United Kingdom is seeking an Experience & Operations Manager to lead the Member Journey Hosts and Duty Managers, driving hospitality, operational excellence and member retention.

You will collaborate with the General Manager to ensure the club operates safely, efficiently and to the highest standards, while developing teams, managing budgets and delivering world‑class service every day.

Qualifications

• 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.

Responsibilities

• Lead and inspire Member Journey Hosts and Duty Managers to deliver exceptional member experiences and operational excellence.
• Champion Virgin Active's hospitality culture, ensuring brand standards are consistently delivered throughout the club.
• Use member insight and operational data to identify opportunities, improve performance and reduce member churn.
• 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.

Job description

Virgin Active in the United Kingdom is seeking an Experience & Operations Manager to lead the Member Journey Hosts and Duty Managers, driving hospitality, operational excellence and member retention.

You will collaborate with the General Manager to ensure the club operates safely, efficiently and to the highest standards, while developing teams, managing budgets and delivering world‑class service every day.