Member Experience Concierge

Virgin Active & KAUAI; Greater London; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Annual leave 33 days

Pension 3%

Complimentary membership

Member discounts

Virgin Family discounts

KAUAI 20% off food

Salary Finance access

Counselling support

Corporate letting via Dexters

ePoints discounts

Job summary

Virgin Active is seeking two Member Journey Hosts to join the Acquisitions team. The role is full-time (40 hours per week) with a key duty of keeping members engaged and connected to the club community, wellness services, and events.

You will act as a welcoming heartbeat, spotting disengagement early and turning interactions into meaningful moments that encourage visits and participation. Responsibilities include building emotional connections, sharing member insights in daily huddles, and

Qualifications

• Excellent customer service experience
• Strong communication skills
• Hospitality background and guest-centric mindset

Responsibilities

• Create meaningful emotional connections with members.
• Participate in daily service huddles and share member stories.
• Reconnect with non-responders and at-risk members through outreach.
• Monitor member engagement and support retention efforts.
• Identify and implement tailored re-engagement strategies.
• Celebrate member milestones and connect members to services.
• Act as concierge, linking members to PTs and wellness events.
• Deliver daily Hum moments and support special experiences.

Skills

Interpersonal skills

Emotional intelligence

Hospitality mindset

Organisational skills

Customer experience

Job description

Virgin Active is seeking two Member Journey Hosts to join the Acquisitions team. The role is full-time (40 hours per week) with a key duty of keeping members engaged and connected to the club community, wellness services, and events.

You will act as a welcoming heartbeat, spotting disengagement early and turning interactions into meaningful moments that encourage visits and participation. Responsibilities include building emotional connections, sharing member insights in daily huddles, and