Member Experience Concierge

Virgin Active & KAUAI; Greater London; On-site; GBP 28,000 - 29,000; Full time

Benefits offered by this job

33 days annual leave

The Peoples Pension

Complimentary Virgin Active membership

Club discounts

Salary Finance access

Health Heroes counselling support

Corporate letting services

ePoints discounts

Job summary

Virgin Active in the United Kingdom seeks a Member Journey Host to join the Acquisitions team. This full-time role (40 hours) positions you as the welcoming heartbeat of the club, bridging members with the Virgin Active community and reigniting motivation through personalised outreach and proactive engagement.

You will help retain members by spotting disengagement, celebrating milestones, and connecting them to wellness services, with duties spanning hospitality, events, and daily club readiness.

Qualifications

• Exceptional interpersonal and communication skills.
• High emotional intelligence with the ability to connect quickly and genuinely.
• A natural hospitality mindset and passion for people.
• Strong organisation skills with a proactive, solutions-focused approach.
• Experience in hospitality, customer experience, or member facing environments (desirable).

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

Organisation

Customer experience

Job description

Virgin Active in the United Kingdom seeks a Member Journey Host to join the Acquisitions team. This full-time role (40 hours) positions you as the welcoming heartbeat of the club, bridging members with the Virgin Active community and reigniting motivation through personalised outreach and proactive engagement.

You will help retain members by spotting disengagement, celebrating milestones, and connecting them to wellness services, with duties spanning hospitality, events, and daily club readiness.