Member Experience Concierge & Engagement

Greenhouse Software, Inc.; Greater London; On-site; GBP 14,000 - 19,000; Part time

Benefits offered by this job

33 days annual leave

Pension plan

Free Virgin Active membership

PT discounts

Virgin Group discounts

20% off food and drink at Kauai

Salary Finance access

Counselling services

Corporate letting services

ePoints discounts

Job summary

Virgin Active is seeking a Part Time Member Journey Host to join our Acquisitions team in a London club. You will be the welcoming heartbeat of the club, building emotional connections and guiding members through our community and services.

In this role, you will engage with members daily, identify disengagement early, reconnect non-responders, and coordinate with PTs and wellness services to promote participation and retention.

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

Organizational skills

Customer experience

Job description

Virgin Active is seeking a Part Time Member Journey Host to join our Acquisitions team in a London club. You will be the welcoming heartbeat of the club, building emotional connections and guiding members through our community and services.

In this role, you will engage with members daily, identify disengagement early, reconnect non-responders, and coordinate with PTs and wellness services to promote participation and retention.