Member Experience Concierge

Virgin Active; Greater London; Hybrid; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Annual leave 33 days

Complimentary membership

Discounts across Virgin Active

Salary Finance access

Counselling support

Corporate letting service

ePoints discounts

Job summary

Virgin Active in London is seeking a dedicated Member Journey Host to join our Acquisitions team and act as the welcoming heartbeat of the club. You will build emotional connections, engage members through personalised outreach, and help re-engage those at risk of disengagement.

You will be a concierge linking members to trainers, classes, wellness services and events, while celebrating milestones and sharing stories to inspire best practice across the club.

Qualifications

• Exceptional interpersonal and communication skills.
• High emotional intelligence with the ability to connect quickly and genuinely.
• Natural hospitality mindset and passion for people.
• Strong organisation skills with a proactive, solutions-focused approach.

Responsibilities

• Create meaningful emotional connections that make members feel seen, valued, and inspired.
• Participate in daily service huddles, sharing insights, member stories, and hospitality opportunities.
• Proactively reconnect with non responders and at risk members through personalised outreach.
• Monitor and act on DDI/Debtor lists, supporting re-engagement and retention.
• Identify early signs of disengagement and create tailored re-engagement strategies.
• Recognise and celebrate member milestones such as birthdays, first classes, and fitness achievements.
• Act as a concierge, connecting members to PTs, group exercise, wellness services, and community events.
• Deliver daily Hum moments while supporting Sing and Shout experiences that surprise and delight.
• Capture and share member stories and hospitality wins to inspire best practice across the club.
• Act as a member advocate, owning interactions end to end and ensuring personal follow up.
• Support daily club readiness, ensuring presentation, atmosphere, and cleanliness meet Virgin Active standards.

Skills

Interpersonal skills

Emotional intelligence

Hospitality mindset

Customer experience

Job description

Virgin Active in London is seeking a dedicated Member Journey Host to join our Acquisitions team and act as the welcoming heartbeat of the club. You will build emotional connections, engage members through personalised outreach, and help re-engage those at risk of disengagement.

You will be a concierge linking members to trainers, classes, wellness services and events, while celebrating milestones and sharing stories to inspire best practice across the club.