Member Experience Concierge

Virgin Active & KAUAI; Metropolitan Borough of Solihull; On-site; GBP 14,000 - 22,000; Part time

Benefits offered by this job

33 days annual leave

The Peoples Pension (3%)

Complimentary Virgin Active membership

Discounts across Virgin Active

Club V access

Salary Finance

Health counselling (6 sessions)

Dexters corporate letting services

ePoints discounts

Job summary

Virgin Active & KAUAI in the United Kingdom is seeking 2 Part-Time Member Journey Hosts to join our Acquisitions team. You will be the warm, welcoming heartbeat of the club, bridging members with the Virgin Active community and reigniting motivation.

You’ll reconnect with non-responders, monitor engagement, celebrate milestones, and connect members to trainers and wellness services, while upholding club standards and delivering world-class service.

Qualifications

• Exceptional interpersonal and communication skills
• High emotional intelligence with quick, genuine connections
• Natural hospitality mindset and passion for people
• Strong organisational skills and 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.

Job description

Virgin Active & KAUAI in the United Kingdom is seeking 2 Part-Time Member Journey Hosts to join our Acquisitions team. You will be the warm, welcoming heartbeat of the club, bridging members with the Virgin Active community and reigniting motivation.

You’ll reconnect with non-responders, monitor engagement, celebrate milestones, and connect members to trainers and wellness services, while upholding club standards and delivering world-class service.