Member Experience Concierge

Global Sports Jobs Limited; Nottingham; In loco; GBP 24.000 - 32.000; Tempo pieno

Vantaggi offerti da questo lavoro

Complimentary Virgin Active membership

Discounts across Virgin Active

Access to Salary Finance

The Peoples Pension

33 days annual leave

Descrizione del lavoro

Virgin Active Nottingham seeks a warm Member Journey Host to be the heartbeat of the club and bridge members with the Virgin Active community. This full-time role (40 hours) focuses on spotting early disengagement, reigniting motivation, and turning everyday interactions into meaningful moments that keep members coming back.

You will join the Acquisitions team to support member retention and engagement through personalised outreach and hospitality, connecting members to PTs, classes, and events

Competenze

• 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.

Mansioni

• 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, identifying early signs of disengagement and creating tailored re‑engagement strategies.
• Monitor and act on DDI/Debtor lists, supporting re‑engagement and retention.
• 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.

Conoscenze

Interpersonal skills

Emotional intelligence

Hospitality mindset

Organisation

Descrizione del lavoro

Virgin Active Nottingham seeks a warm Member Journey Host to be the heartbeat of the club and bridge members with the Virgin Active community. This full-time role (40 hours) focuses on spotting early disengagement, reigniting motivation, and turning everyday interactions into meaningful moments that keep members coming back.

You will join the Acquisitions team to support member retention and engagement through personalised outreach and hospitality, connecting members to PTs, classes, and events