Head of Member Experience & Operations

Virgin Active & KAUAI; Greater London; On-site; GBP 30,000 - 37,000; Full time

Benefits offered by this job

33 days annual leave

Pension contributions 3%

Free Virgin Active membership

Staff discounts across Virgin Active

Virgin Family access

KAUAI 20% off food & drink

Salary Finance support

Health support counselling

Corporate letting services

ePoints discounts

Job summary

Virgin Active in London is seeking an Experience & Operations Manager to lead the Member Journey Host and Duty Manager teams, driving hospitality, operational excellence and member retention while ensuring the club operates safely and to the highest standards.

Working with the General Manager, you will champion brand standards, manage budgets and supplier relationships, and act as Duty Manager when required.

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.

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.

Skills

Team leadership

Customer service

Data-driven decisions

Operational excellence

Budget management

Stakeholder management

Health & safety compliance

Problem solving

Job description

Virgin Active in London is seeking an Experience & Operations Manager to lead the Member Journey Host and Duty Manager teams, driving hospitality, operational excellence and member retention while ensuring the club operates safely and to the highest standards.

Working with the General Manager, you will champion brand standards, manage budgets and supplier relationships, and act as Duty Manager when required.