Experience Manager - Cannon Street

Virgin Active; Greater London; On-site; GBP 35,000 - 52,000; Full time

Benefits offered by this job

33 days annual leave (including bank)

The Peoples Pension (3% contributions)

Complimentary Virgin Active membership

Staff discounts across Virgin Active

Virgin Family discounts

20% off food & drinks at Kauai

Salary Finance access

Health Heroes counselling (6 sessions)

Dexters corporate letting services

ePoints discounts

Job summary

Virgin Active in the United Kingdom seeks a driven leader to head the Experience Team, ensuring top-tier member and prospect experiences daily. You will manage staffing, handle inquiries, oversee membership administration with GDPR compliance, and drive all club sales to meet budgets.

You will monitor KPI-driven results, prepare transparent reports for senior management, and cover Duty Shift when required, leading with strong people-management skills.

Qualifications

• Experience leading a team and delivering service excellence.
• Proven track record of meeting or surpassing sales targets.
• Strong leadership and organisational abilities.
• Background in a KPI-driven sales environment.

Responsibilities

• Lead the Experience team to deliver outstanding member and prospect experiences daily.
• Ensure club is fully staffed to meet service levels and budgets.
• Handle membership inquiries promptly and escalate as needed.
• Manage membership administration with accuracy and GDPR compliance.
• Be accountable for all sales for the assigned club, including joining fees and budgets.
• Monitor membership results daily, weekly and monthly using provided systems.
• Produce accurate reports and analysis for General Manager and regional leaders.
• Take on Duty Shift responsibilities as needed and lead by example.

Skills

People management

Sales/KPIs

Budget management

Leadership

Job description

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.,

• 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.
  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.
  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% off PT sessions.
• 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.