Member Experience Concierge

Greenhouse Software, Inc.; Greater London; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

33 days annual leave

Pension contributions

Complimentary Virgin Active membership

Member discounts across Virgin Active

Salary Finance access

Mental health support program

Corporate letting services

ePoints discounts

Job summary

Virgin Active is seeking a full-time Member Journey Host to be the welcoming heartbeat of our London club. You will bridge members with the Virgin Active community, spotting disengagement, reigniting motivation, and turning everyday interactions into meaningful moments to keep members engaged.

You will engage in daily service huddles, share member stories, and proactively reconnect with at-risk members, while supporting club readiness and delivering exceptional service.

Qualifications

• Experience in hospitality or customer-facing roles.

Responsibilities

• Create meaningful emotional connections with members.
• Participate in daily service huddles and share insights.
• Proactively reconnect with non-responders and at-risk members.
• Monitor and act on member engagement signals and hospitality opportunities.
• Identify disengagement early and craft re-engagement strategies.
• Celebrate member milestones and connect them to services and events.
• Act as a concierge linking members to PTs, classes, and wellness services.
• Deliver daily moments of warmth and surprise.
• Capture stories and wins to share best practices across clubs.
• Own member interactions end-to-end with personal follow-up.
• Support daily club readiness in presentation, atmosphere and cleanliness.

Skills

Exceptional interpersonal

High emotional intelligence

Hospitality mindset

Organisational skills

Job description

Virgin Active is seeking a full-time Member Journey Host to be the welcoming heartbeat of our London club. You will bridge members with the Virgin Active community, spotting disengagement, reigniting motivation, and turning everyday interactions into meaningful moments to keep members engaged.

You will engage in daily service huddles, share member stories, and proactively reconnect with at-risk members, while supporting club readiness and delivering exceptional service.