Experience & Operations Lead - Wellness Club

Greenhouse Software, Inc.; Greater London; On-site; GBP 42,000 - 62,000; Full time

Benefits offered by this job

33 days annual leave + Celebration Day

The Peoples Pension 3%

Complimentary Virgin Active membership

Discounts across Virgin Active

Virgin Family discounts

20% off food and drink at KAUAI

Salary Finance

Health Heroes counselling (6 sessions)

Dexters corporate letting services

ePoints discounts

Job summary

Virgin Active in the United Kingdom seeks an experienced Experience & Operations Manager to oversee hospitality, safety and operational excellence within the club. You will lead the Member Journey Host and Duty Manager teams, delivering exceptional experiences and driving retention.

You will work closely with the General Manager to ensure brand standards and customer service are consistently delivered, optimise operations, and recruit and coach high-performing teams to support commercial

Qualifications

• Proven experience leading teams within a customer-focused operational environment.
• Experience using performance data and customer insights to drive engagement and retention.
• Strong health & safety knowledge and compliance.

Responsibilities

• Champion hospitality culture and brand standards across the club.
• Ensure health, safety, cleanliness and operational excellence.
• Lead and inspire Member Journey Hosts and Duty Managers to deliver experiences.
• Drive member engagement and retention through personalised journeys.
• Use insights to identify opportunities and reduce member churn.
• Recruit and develop high-performing teams and manage budgets.
• Collaborate with the General Manager to deliver club objectives.
• Act as Duty Manager when required for safe operations.

Skills

Team leadership

Customer service

Operational excellence

Data-driven decisions

Budget management

Job description

Virgin Active in the United Kingdom seeks an experienced Experience & Operations Manager to oversee hospitality, safety and operational excellence within the club. You will lead the Member Journey Host and Duty Manager teams, delivering exceptional experiences and driving retention.

You will work closely with the General Manager to ensure brand standards and customer service are consistently delivered, optimise operations, and recruit and coach high-performing teams to support commercial