Experience & Operations Manager Clapham, London

Virgin Active; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

33 days annual leave

The Peoples Pension

Complimentary Virgin Active membership

Club discounts

Virgin Family discounts

20% off food and drink at KAUAI

Salary Finance access

Health Heroes counselling

Dexters corporate letting services

ePoints discounts

Job summary

Virgin Active is expanding as a Social Wellness Club and seeks an Experience & Operations Manager to lead the Member Journey Host and Duty Manager teams. You will drive hospitality, safety and operational standards across the club, working closely with the General Manager to enhance member experiences and retention.

The role requires strong leadership, customer-service excellence and budget awareness, with flexibility to work evenings, weekends and holidays as needed.

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 understanding of health & safety and operational compliance.
• Commercial awareness with experience managing budgets and resources.

Responsibilities

• Champion Virgin Active's hospitality culture, ensuring brand standards are delivered.
• Ensure the highest standards of health & safety, compliance, cleanliness and operational excellence.
• Lead and inspire Member Journey Hosts and Duty Managers to deliver exceptional member experiences.
• Drive member engagement, retention and loyalty through proactive hospitality initiatives.
• Use member insight and operational data to identify opportunities and reduce churn.
• Recruit, coach and develop high-performing teams and manage budgets and supplier relationships.
• Collaborate with the General Manager to deliver club objectives and improve the member experience.
• Act as a Duty Manager when required.

Skills

Team leadership

Customer service

Data-driven decisions

Health & safety

Budget management

Stakeholder management

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 a Experience & Operations Managerto join our Operations Team.

Role Type: Full time

Number of hours: 40

In this role, you will play a part in being responsible for creating exceptional member experiences while ensuring the club operates safely, efficiently and to the highest standards. Working closely with the General Manager, you will lead the Member Journey Host and Duty Manager teams, driving hospitality, operational excellence and member retention.

The Role:

• 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.
• Champion Virgin Active's hospitality culture, ensuring brand standards are consistently delivered throughout the club.
• 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.

Who We’re Looking For

• 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.
• Flexible approach to working hours, including evenings, weekends and bank holidays.

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.