Experience Manager

Greenhouse Software, Inc.; Greater London; On-site; GBP 42,000 - 66,000; Full time

Benefits offered by this job

33 days leave incl. bank holidays

The Peoples Pension 3% contribution

Virgin Active membership for you and a

Discounts across Virgin Active

Club V access

Salary Finance

Health & wellbeing support

Dexters corporate letting services

ePoints discounts

Job summary

Virgin Active in London seeks an Experience Manager on a fixed-term contract to lead the club's Experience Team and deliver exceptional service for members and prospects. You will oversee staffing, handle inquiries, ensure GDPR compliant admin, and drive sales budgets across the club.

We value strong people management, a track record of achieving financial targets, and a background in KPI-driven sales. This role calls for flexibility, leadership by example, and a commitment to a high-performing

Qualifications

• Strong people management and organisational skills.
• Proven track record of surpassing financial targets.
• Experience from a Sales/KPI driven background preferred.

Responsibilities

• Lead the Experience team to deliver outstanding members' and prospects' experience daily.
• Ensure club is fully staffed to deliver service and meet daily budgets.
• Oversee membership inquiries, handle escalations as needed and maintain GDPR compliant administration.
• Be accountable for all sales for your club, achieving budgets including volume, revenue and joining fee budgets.
• Monitor and report membership results daily, weekly and monthly using club systems and tools.
• Produce accurate reports and analysis for General Manager and Regional Business Director.
• Take on Duty Shift responsibilities as required, leading by example in club management.

Skills

People management

Sales targets

KPI driven

Team leadership

Tools

GDPR compliance

Job description

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. We are looking for Experience Manager for a Fixed term contract to join our Acquisitions team

Role Type: FTC

Number of Hours: 40

In this role, you will play a part in leading the Experience Team to deliver outstanding members' and prospects' experience daily, exceeding expectations and fostering loyalty.

The Role

• Having direct accountability and responsibility for leading the Experience team, ensuring the club is fully staffed to deliver exceptional service and meet daily budgets.
• Guaranteeing prompt handling of all membership inquiries, overseeing any necessary escalations.
• Managing membership administration, maintaining accuracy and GDPR compliance.
• Being accountable for all sales for your assigned club, ensuring all sales budgets are achieved, including volume, revenue and sales mix, junior memberships and joining fee budgets.
• Monitor and track all membership results and activity levels on a daily, weekly and monthly basis by using the systems and tools provided
• Produce accurate, transparent reports and analysis as required by General Manager, Regional Business Director and the rest of the business.
• Taking on the responsibilities of the Duty Shift as needed, demonstrating flexibility and dedication to the needs of the business, leading by example in all aspects of club management.

Who We're Looking For

• Strong people management and organisational skills, fostering a cohesive and high-performing team.
• Proven track record of surpassing financial targets, driving success and growth.
• Experience from a Sales/KPI driven background would be ideal.

What You'll Get

• The opportunity to be part of a brand redefining the future of wellness
• A premium environment with industry-leading facilities
• Development and progression opportunities aligned to your level
• Access to a vibrant, engaged member community
• The platform to build your career, reputation and impact

The Perks

• 33 days (including bank holidays) annual leave, plus a Celebration Day - and we want you take them
• Access to The Peoples Pension, with our contributions at 3%.
• Complimentary Virgin Active membership for you and a buddy. You can also get free membership for your children too, ability to take advantage of our Club V.
• We want you to love Virgin Active like we do, so you get discounts across Virgin active - everything from guest passes to 50% offPTsessions.
• You will join Virgin Family - where not only can you communicate with your colleagues across Virgin Group, but also many discounts (including Virgin Atlantic, Virgin Holidays and Virgin Media/O2)
• Maintaining a healthy diet while at work can be hard, so we offer all our team members 20% off food and drink at our KAUAI branches located in clubs.
• Managing finances can be difficult, so we offer access to Salary Finance. They can support you with loans and savings plans, as well as help you become a personal finance expert.
• Mental health is a cornerstone of wellbeing. Our Health Heroes employer assistance programme is there when you need a helping hand with 6 free counselling sessions.
• We know finding a new home to rent can be stressful. We partner with Dexters who offer complimentary corporate letting services - meaning no tenant charges.
• Access to ePoints, offering loads of online discounts to retailers.

Pay Range