Experience & Operations Lead — Member Hospitality

Greenhouse Software, Inc.; Greater London; Hybrid; GBP 42,000 - 63,000; Full time

Benefits offered by this job

33 days annual leave

The Peoples Pension

Complimentary Virgin Active membership

Discounts across Virgin Active

Virgin Family discounts

20% off food and drink at KAUAI

Salary Finance access

Health counselling support

Housing services via Dexters

ePoints discounts

Job summary

Virgin Active in London is seeking an Experience & Operations Manager to join our Operations Team. You will lead the Member Journey Host and Duty Manager teams, driving hospitality, operational excellence and member retention, while partnering with the General Manager to shape the club’s experience.

The role requires proven leadership in a customer-focused environment, a passion for service, and strong abilities in data-driven engagement, budgeting and safety compliance.

Qualifications

• Proven experience leading teams in 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.
• Flexible approach to working hours, including evenings, weekends and bank holidays.

Responsibilities

• Champion Virgin Active's hospitality culture, ensuring brand standards are consistently delivered throughout the club.
• Ensure the highest standards of health & safety, compliance, cleanliness and operational excellence across the club.
• Lead and inspire Member Journey Hosts and Duty Managers to deliver exceptional member experiences and operational excellence.
• Drive member engagement, retention and loyalty through proactive hospitality initiatives and personalised member journeys.
• Use member insight and operational data to identify opportunities, improve performance and reduce member churn.
• Recruit, coach and develop high-performing teams, creating a positive and engaging working environment.
• 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 London is seeking an Experience & Operations Manager to join our Operations Team. You will lead the Member Journey Host and Duty Manager teams, driving hospitality, operational excellence and member retention, while partnering with the General Manager to shape the club’s experience.

The role requires proven leadership in a customer-focused environment, a passion for service, and strong abilities in data-driven engagement, budgeting and safety compliance.